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 in a few places. First, in the application. Navigate to the main hamburger menu and select Server administration > Logs.

mceclip0.png

For access within Site Admin, find the System Tools tab and click Logs. Attach the full set of logs for the day the issue was detected. Send the logs in one single ZIP file.

mceclip0.png

For GpsGate On-site installations, error logs can also be found under: c:\GpsGateServer\ErrorLog

Performance issues? In case the issue is related to server performance, please also attach the Profiling logs.

mceclip1.png

Browser errors? 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.

mceclip2.png

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.

Parsing issues

If you have parsing errors in the terminal, please attach a screenshot of the device mapper configuration and the relevant lines of terminal data in .TXT format.

Support portal

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.

Warning

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.