Reaching Allegro Packets Support: Difference between revisions
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(Created page with "== How to get support for the Allegro software or hardware == There are two ways of getting support in case you have questions or problems: # Write us an email to support@al...") |
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#* Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2) | #* Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2) | ||
#* We speak English or German. | #* We speak English or German. | ||
=== Necessary information === | |||
We might ask you for additional information if necessary: | We might ask you for additional information if necessary: | ||
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* Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data). | * Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data). | ||
* If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture. | * If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture. | ||
=== Web conference === | |||
Sometimes it can be helpful to take a look at the actual device to discuss the issues. We can set up a GotoMeeting conference so you can share your screen with us to look at the web interface if you prefer this over email or phone conversation. | |||
Revision as of 16:09, 22 April 2020
How to get support for the Allegro software or hardware
There are two ways of getting support in case you have questions or problems:
- Write us an email to support@allegro-packets.com
- Please try to give detailed information about your problem.
- Also mention your device serial number so we know which device type is affected.
- You can write in English or German.
- Call us at +49 341 59 16 43 54
- Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2)
- We speak English or German.
Necessary information
We might ask you for additional information if necessary:
- We need the SystemID to identify your system. You can find this information in the menu "Info -> System info".
- If you experience a crash, a special crash log is generated that helps us identifying and fixing the problem. See also Reporting bugs.
- Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data).
- If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture.
Web conference
Sometimes it can be helpful to take a look at the actual device to discuss the issues. We can set up a GotoMeeting conference so you can share your screen with us to look at the web interface if you prefer this over email or phone conversation.