<%NUMBERING1%>.<%NUMBERING2%>.<%NUMBERING3%> PRTG Manual: Contact Support

For technical issues, use the Contact Paessler Support / Send Your Feedback to Paessler form in PRTG. To open the form, select Setup | Contact Support from the main menu bar. You can also open the form via Contact Support in the footer on every page in the PRTG web interface.

When you click Contact Support, the following form appears:

On the one hand, you can use this form to ask for support regarding technical issues. To make the support contact more comfortable, PRTG can automatically attach a screenshot in combination with a Support Bundle that contains several selected PRTG log files and status files. This information really helps the Paessler support team to analyze any issue you might have with PRTG. Also consider the suggested links to articles regarding the scope of your issue.

On the other hand, you can use this form to give us feedback. Help improve PRTG by providing criticism, praise, bug reports, and feature requests. Any comments are welcome. Your feedback is handled directly by the Paessler support team.

PRTG securely transmits your feedback or support question including the support bundle to Paessler via the PRTG Cloud. Read more in our Knowledge Base on how we handle your feedback.

Make sure that your PRTG core server system has access to the internet and can reach the URL https://api.prtgcloud.com:443

Form Details

Ask a Question or Give Feedback

Provide the following information in this section of the contact form.

Attach a Screenshot and/or Support Bundle

To provide the most helpful information possible, you can attach a screenshot of the selected page and a support bundle with useful analytical data about your PRTG installation.

In section Support Bundle, you can choose from several packages that differ in coverage of information.

Click Submit to send your request directly to the Paessler support team, or click Cancel to return to the page where you opened the contact form.

Helpdesk

Write us in English or German and communicate via the Helpdesk.The Paessler support team works closely with our development department to guarantee the fastest and most constructive assistance possible. As they need to analyze a lot of data over the course of a support case, like log files and screenshots, they use the Helpdesk as their primary support mechanism. Their office is staffed Monday to Friday from 07:00 to 22:00 (UTC+1), so you receive an answer within 24 hours on business days. Depending on the complexity of the case, they might need to ask for remote access to your system, or to schedule a remote desktop session.

Other Resources

Knowledge Base

Find answers to common questions in our Knowledge Base.

Supported Versions

Note that we only support PRTG versions that were released in the last 12 months. For more information on released versions, see the Paessler website: Release notes for the "stable" release channel.

License and Upgrades

If you have questions or feedback regarding your license purchase or want to upgrade your license, contact our customer service.

Network Planning

If you need help with your network setup or detailed installation planning, our partners are always happy to help. Please contact a partner near you.

Security Reports

If you are a user of PRTG or any of our other services and would like to file a security report, send an email to [email protected]. Always include a detailed technical summary in your email. If you wish to send us an encrypted email, use the public key available at the Paessler Help Desk.

More

KNOWLEDGE BASE

How can I propose new features or sensors for PRTG?

• https://kb.paessler.com/en/topic/79245

 

PAESSLER WEBSITE

Release notes for the "stable" release channel

• https://www.paessler.com/prtg/history/stable

Others

There are some settings that you must define in the PRTG Administration Tool. For more information, see sections:

• PRTG Administration Tool on PRTG Core Server Systems
• PRTG Administration Tool on Remote Probe Systems