Ticket creation and processing

How can I get in touch with you for a support case? We offer free support for our products. Before initiating a support case, please check here in the Helpdesk to see if there are already any tips on your issue. Please ensure that the affected components are updated to the latest firmware. To assist you efficiently, we prefer written communication through our online form (https://helpdesk.mbconnectline.com/en/submit_ticket) or via email. These channels allow us to accurately capture all releva...

What information is needed for ticket processing? To ensure a quick and effective processing of your support ticket, we need certain information from you. Please provide the following details when creating your ticket: Technology in use: - Which portal are you using? - V1 Europe - RSP Europe - RSP North America - RSP Asia - RSP Australia - Custom (.virtual) server: _________________ / Firmware version: _______ - No portal / Unknown - Which account is being used? ...

How do I obtain support information / logs from an mbNET / mbNET.rokey? Applies to:• mbNET • mbNET.rokey To analyze the behavior of a router, the logs it generates are essential. To obtain this information, it is usually necessary to log in to the router's web interface. See also: ➜ Tutorial Web Interface (699281-) After logging in to the web interface, you will see the Quickstart view: - If necessary, click on the first icon to access the first detail page. - Click on Erweiterte Pro...

How do I obtain support information / logs from a mbNET.mini? Applies to:• mbNET.mini For analyzing the router's behavior, the logs it generates are essential. To obtain this information, you generally need to log in through the router's web interface. See also: ➜ Tutorial Web Interface (699281-) After logging into the web interface, you will see the Quickstart view: - Click on the first icon to access the first details page - Click on Erweiterte Protokollierung (de) / Extended Logging...

How do I obtain support information / logs from mbDIALUP? Applies to:• mbDIALUP To analyze the behavior of a router, the logs created by mbDIALUP are often very helpful. If you want to analyze a reproducible, recurring behavior, it may be useful to first enable extended logging. To do this, start mbDIALUP, but do not log in yet. - Click on the tool / settings icon - Select the "Options" tab - Enable "Activate extended logging for the connection" - Confirm with "OK" Use mbDIALUP ...

Is it possible to investigate a topic directly on my PC? In many cases, it is helpful if you can show us a specific behavior directly, or if we can show you something directly on your PC. We use the remote support solution TeamViewer for this. If you cannot or do not want to install TeamViewer, you can download ➜ TeamViewerQS (https://get.teamviewer.com/en/gz5kmu2) here. This version can be started without installation.

Is it possible to examine behavior directly on my router? There are many topics that are better investigated if you can observe the router's behavior "live." If you are logged into the router's web interface, we can assist you via TeamViewer, subject to agreement and availability. See also: ➜ Tutorial Web Interface (699281-) ➜ Is it possible to investigate a topic directly on my PC? (\406161-)

How do I obtain additional log information? (syslog) Applies to:• mbNET • mbNET.rokey • mbNET.mini• RSP For more complex issues, the standard logs may not be sufficient. - Under the term Syslog, you have the option to enable additional logging options. Therefore, we often recommend enabling the following logging options: - The wording here is somewhat unfortunate: Enabling this option ensures that the log contains more details. - If output to USB is enabled, logging will ...

Are there further options to examine behavior directly on the router? For complex or long-term analyses, it might be useful if you allow us access to a test installation directly on your site. You can create a test user in your account for this purpose. Example: This user must have access to the router to be examined. Please check the box for "Admin" or adjust the permissions accordingly. Please enable Syslog and the manufacturer access on the router. See also: ➜ How do I obtain additiona...