Reaching Allegro Packets Support: Difference between revisions

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


On this page you'll find all important information about the initial setup of the Allegro Network Multimeter. If you have any questions or difficulties, please contact our support.
The Allegro Packets Support can be reached via email or phone by filling out the support form at [http://www.allegro-packets.com/support Allegro Packets Support].
 
You find the contact details of our support in each release mails or on the printed installation guide.
 
We do not publish the contact details here, as the support is only intended for customers and potential customers.


=== Necessary information ===
=== Necessary information ===


We might ask you for additional information if necessary:
We may 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".
* We need the ''SystemID'' to identify your appliance. 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]].
* If you experience a crash, a special crash log is generated that helps us to identify and fix 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).
* Often we need a file "debuginfo.zip" which is available at the menu "Info -> Status". It contains multiple 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 question or problem is related to specific network traffic, it can help if you 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.

Latest revision as of 12:43, 18 August 2022

How to get Allegro Packets hardware or software support

The Allegro Packets Support can be reached via email or phone by filling out the support form at Allegro Packets Support.

Necessary information

We may ask you for additional information if necessary:

  • We need the SystemID to identify your appliance. 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 to identify and fix the problem. See also Reporting Bugs.
  • Often we need a file "debuginfo.zip" which is available at the menu "Info -> Status". It contains multiple internal log files for different components and the current configuration (without sensitive data).
  • If the question or problem is related to specific network traffic, it can help if you 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.
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