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?
Which router is affected?
Model
Serial number
Firmware version
Support case details:
Has the described behavior always occurred or only since a specific date/event?
Does it occur reproducibly / immediately or more sporadically or after a certain time?
All error messages as accurately as possible or as a screenshot
Please do not submit a case without the above details. Depending on the issue, we also need: Router issues:
Portal issues:
Screenshots of the configuration
Screenshots of error messages
mbDIALUP:
Network / Firewall issues If we are to assist with network or firewall configuration issues, it has proven helpful to create a network diagram. Whether with or without a diagram, the following details are generally needed:
IP configuration of the LAN interface:
IP configuration of the WAN interface
IP address
Subnet mask
Gateway
DNS
Network participant establishing the connection
Type of participant: PLC, PC (with which software), HMI ...
IP address
Subnet mask
Optional: Gateway / DNS
Network participant to be reached
Type of participant: PLC, PC (with which software), HMI ...
IP address
Port number(s)
Subnet mask
Optional: Gateway / DNS
See also: How can I contact you for a support case?
Aktualisiert: Sep 03 (3 Monaten)