Contacting Technical Support


 

The Support tab gives you a wide range of options to contact the Technical Support team in case you run into any problems.

 

Link

Description

Request Technical Support

Click this link to submit a form from the VQManager website, with a detailed description of the problem that you encountered

Support File Creation

Click on the " create" button to open up a support form that can be sent to the Technical Support team. A ZIP file containing all the server logs will also be attached to this form. If required*, you can also generate and attach a packet capture of your network traffic. You can then send this form and ZIP file to vqmanager-support@manageengine.com. In the form provide your E-Mail ID and press the send button.

Troubleshooting Tips

Click this link to see the common problems typically encountered by users, and ways to solve them

User Forums

Click this link to go to the VQManager user forum. Here you can discuss with other VQManager users and understand how VQManager is being used across different environments. The latest discussion posts are displayed here too.

Need a Feature

Click this link to submit a feature request from the VQManager website

Toll-free Number

Call the toll-free number +1-925-924-9500 to talk to the VQManager Technical Support team directly

 

Add packet capture file to support log information

Add-pcap-to-support

A packet capture file containing a few complete calls taken on the VQManager-listening-interface(NIC) helps the support team analyze if the interface(NIC) properly receives the complete signaling traffic (SIP/Cisco Skinny/H.323) and media traffic(RTP/RTCP). To create the packet capture file and send it to the support team, please follow the below steps.


  • In VQManager webclient, under the 'Admin' tab --> 'Proxy Settings', please make sure that your proxy server settings are configured correctly.
  • Under the 'Support' tab, click on 'Create the latest support information file'.
  • Enter the details in the support form window that opens up.
  • Check the 'Add packet capture file to support log information' option. By default, the interface which VQManager's sniffer is currently listening to will be chosen.
  • For 'Time of Capturing' choose a value from '30 secs' to '15 mins' from the dropdown menu and for the 'Maximum of' packets option, choose a value from '5000' and '500000' packets from the dropdown menu.The default filter string will be "tcp || udp || vlan".
  • Support File Creation and sending process will take time depending on the load on the server and the size of the log files. Please do not close the support form window till the process is complete.

 

Once the support log files and packet capture are sent to our support team, we will analyze it and report on our observations.

 

At any time, you can click the Feedback link in the top pane, to send any issues or comments to the VQManager Technical Support team. You can also send an email to vqmanager-support@manageengine.com to let us know about your problem.

 

 

Note:

*A packet capture is sometimes needed by the VQManager Technical team to fully troubleshoot any reported issues by replaying and analyzing the same in the test labs. You can also generate and attach a packet capture of your network traffic while sending the support file. This is done by enabling the check box “Add packet capture file to support log information” in the support file creation form. Select the interface(NIC) you want to capture traffic from, by default this interface is the one that the VQManager sniffer is configured with. By default a 30 second capture(or a maximum of 5000 packets) is generated and attached. You can have a bigger capture by selecting a longer duration of capture or limiting the capture to a higher number of packets. The default string used for the capture is tcp || udp || vlan and this can be changed by using similar syntax as those used in WinPcap or Pcap captures.

 

 



 


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