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 == | ||
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. | |||
The best way is to send an email with detailed information and, if wanted, a phone where we can reach you back. | |||
=== 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. | ||
Revision as of 11:58, 24 April 2020
How to get support for the Allegro software or hardware
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.
The best way is to send an email with detailed information and, if wanted, a phone where we can reach you back.
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.