Creating a support ticket with GpsGate
We want to help you solve any issues as fast as possible. The more information we have about your problem, the better! Here are some best practices for creating a support ticket with GpsGate. They will help us resolve your issue quickly.
Information to include in your support ticket
In order to speed up support ticket resolution, it is important to include the following information:
1. A high level description of the problem and use case
For example: "I need to solve the problem X to achieve the result Y. I need this solution to improve my organization/customer W goal".
2. A detailed description of the problem
For example: "When I observe the problem X, I see the error Z. I tried doing A, B and C, but it's not working."
- List what you've tried that didn't work
- Add as much detail as possible
- Copy-paste (in text), the exact error message you see (if you see any)
3. Error logs
You can find the error logs when you log in to the application using a Site Admin user.
1. Navigate to the main hamburger menu and select Site Admin > Logs > Error Logs
2. Download each log file of its type (or as requested by Support).
On-site logs (alternative)
For GpsGate On-site installations, if you have no access to the server for whatever reason, it's possible to capture error logs directly from the server's file directory: c:\GpsGateServer\ErrorLog
In case the issue is related to server performance, please also attach the Profiling logs.
If you notice browser unresponsiveness or crashes, press F12 in your current browser to open the developer console. Check for any errors. Copy any error messages (shown with red text) you see in that window, or send us a screenshot.
4. Screenshots relevant to the problem
Screenshots are usually enough, so please avoid submitting video files. In cases when it's necessary, send us a video link instead of a video file.
Requesting support for devices
New features & new devices
If you need to request support for devices, follow these guidelines instead. You can request new device integration, or for new features to be added to existing devices.
If you don't have an account in the support portal, check out this guide to create a login.
Submit one ticket per problem. If you have multiple issues, submit a ticket for each.
Please don't send any kind of credentials openly in the initial request. This is insecure and can compromise your server's integrity and security. If access to your server is needed, Support will contact you with next steps.