Allegro Network Multimeter Manual

Reaching Allegro Packets Support: Difference between revisions

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== How to get support for the Allegro software or hardware ==
== How to get support for the Allegro software or hardware ==


There are two ways of getting support in case you have questions or problems:
Customer with an active support contract can contact the Allegro support via email or phone, contact data can be found in the installation guide shipped with the device.


# Write us an email to support@allegro-packets.com
The best way is to send an email with detailed information and, if wanted, a phone where we can reach you back.
#* 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 ===
=== Necessary information ===
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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.
Ralf
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