Q: How to make a support request
A: Before dropping a support request, check if the data logger firmware is the latest version. If not, upgrade your firmware and test if the problem persists. If so, send a mail at our support site: mailto:support@ydoc.biz.
T: The latest firmware version can be found at our website at the resources page,
section DataLogger Firmware.
To facilitate the problem analysis, include this information:
- Data Logger type, firmware version and if available, serial number.
- For configuration problems, attach the configuration file. (When password protected, also send the password).
- Problem description.
- If applicable: Describe the actions taken to resolve the problem.
- If (a part of) the data logger file is send for examination, use “ydoc” data format (0), when extracting the log file from the data logger.
T: Advises
- Enable “Data & Diagnostic Messages” to store on the SD card, this will help to investigate future problems.
- Submit one call for per problem. (Don’t create a new call for a existing already posted problem or question).
- When attaching files, send the raw file. (Not compressed or encapsulated in a .eml file).
- Use freshdesk interface to communicate answers, don’t use a reply on the freshdesk attention mail. (It will generate a lot of text and mangles the flow of the call in freshdesk).