Ah, the joys of modern IT—where your N2W server hums along happily… until suddenly, it doesn’t. Maybe you’ve run into a cryptic error, or perhaps a key feature just refuses to cooperate. In times like these, you’re not alone (even if it feels that way at 2:00 a.m.). There’s a whole support team ready to swoop in—but only if you know how to ask for help. Sit tight, friend. Today, we’re diving into how to raise a support ticket the right way.
Accessing the Support Portal
First things first, let’s get you to that support portal. Start by logging into your N2W console. See that little question mark at the top right? Give it a click and choose “Support.” Once the page opens, scroll down until you spot “Open a support ticket.”
Pro tip: If you don’t already have a support account, you’ll need to create one. Yes, it’s another username and password, but look on the bright side: it’s your VIP pass to fast answers and saved weekends.
What to Include: Details Make the Difference
Now it’s time to tell your story. The support ticket form has a blend of mandatory boxes (because details matter) and some optional fields (so you can spill extra tea if needed). You’ll need to specify:
- Product Edition
- Product Version
Not sure where to find those? No worries—just head back to your N2W console, hit the question mark again, and select “About” to find the version and edition.
Add in your subject, describe your issue, and—this is really important—select the correct priority: low, medium, or high. Let’s face it, an all-systems-down meltdown is not the same as a mild annoyance, so choose wisely!
Upload Those Logs!
Here’s where the magic really happens. If you’re raising a ticket about errors or malfunctioning features, support will need logs from your N2W server. The logs are the breadcrumbs tech wizards follow to trace what’s gone awry. You can grab these through the web console or let your inner command-line hero shine via CLI (Command Line Interface).
Just remember: attachments are capped at 40 megabytes each. If your logs are bulkier than that, fear not! Once you submit the ticket, you’ll receive an email (practically instantly) with FTP upload details. Massive logs? No problem—they have a place to go.
No Web Console? CLI to the Rescue!
But what if your web console is as unreachable as your childhood Tamagotchi password? Head to the Knowledge Base in the portal, click on Frequently Asked Questions, and search “how to gather logs.” The article titled “must gather information for N2W” is your best buddy here—it walks you step-by-step through collecting logs via CLI. Just SSH into your server, execute the listed commands, copy the logs to your local machine, and you’re all set.
Next Steps: Support Awaits!
Once your ticket (and logs) are submitted, you’ll get an automatic email confirmation with next steps and (if needed) FTP details for your logs. You’ve officially handed off the baton—the support pros will take it from here!
