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

On the one 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.

On the other 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 logfiles 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.

We offer our support directly from our headquarters in Nuremberg, Germany, working closely with our development department to guarantee the fastest and most constructive assistance possible. As we have to analyze a lot of data over the course of a support case, like logfiles and screenshots, we use email as our primary support mechanism. Our 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, we might need to ask for remote access to your system, or to schedule a remote desktop session.

One-to-One Support

Customers with valid maintenance can open support tickets. Use the Contact Support form of your PRTG installation for technical questions to get the best possible help from our experts. If you have trouble using this form, you can fill out the support ticket form on our web page.

Do you use our Freeware? We try to answer your questions in a timely manner but if we are busy, paying customers come first. You might find an answer 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 Release Notes for the "Stable" Release Channel.

Single Topics

Open a new ticket for each new topic.

Communication Methods

Write us in English or German and communicate via email. This is the best way for us to analyze your logfiles, screenshots, and other data in detail. We always try to answer within 24 hours on business days. If necessary, we ask you for remote access.

Updates and License Key

If you are looking for updates or your license key, log in to the Paessler Software Shop and Customer Service Portal.

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.

How Contact Support Works

PRTG securely transmits your feedback or support question including the support bundle to Paessler via the PRTG Cloud.

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

Legal Notice on Data Privacy

Paessler safeguards data that you send to our organization in the same manner in which we protect our own similar confidential information and in accordance with the GDPR. However, Paessler cannot guarantee that your data is handled in compliance with all regulatory standards that are applicable to such data. Accordingly, do not send any data that is subject to regulations that prescribe special handling requirements to Paessler. If your data file contains this type of regulated information, contact us before sending it. We can discuss masking, obfuscation, or other possible methods of converting your data set to a format that Paessler can manage.

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 on this page https://www.paessler.com/support.

Feature Requests

Do you have requests or suggestions that could improve PRTG? The Paessler support team is happy to hear your ideas. Read more in our Knowledge Base on how we handle your feedback.

Ask a Question or Give Feedback

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

• Your Ticket ID PAE<id>: If you have already opened a ticket (directly via email to [email protected], via the Knowledge Base, or via the support form on paessler.com), enter its ID here. You can find it in your confirmation email regarding the request we received. You can provide the ID with "PAE" in front or only the number. If you leave this field empty, you create a new ticket when you submit this form.
• Your Email Address: Enter your email address here. You can provide any of your addresses. However, the recommended and default address is the email address of your user account to be able to associate you with your license.
• Scope of Your Question: Select a topic regarding your issue and consider the proposed links.
• Emotional State: If you want to, you can express your feelings about PRTG.
• Enter a subject for your question/feedback: Provide short information with max. 60 characters to indicate the topic of your issue.
• Enter a detailed description: Leave your comments here. They can be feedback or support questions. If you have a support question, describe your issue with as much detail as possible.

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 Screenshot, choose between:

• Do not attach screenshot: Send the ticket without a screenshot.
  If you ask for technical help, we recommend that you attach a screenshot. This helps us a lot to analyze your issue and to provide a solution.
• Create and attach screenshot (recommended): PRTG creates a screenshot of the selected page and sends it with your ticket. You can see a preview below the screenshot section.
  We recommend that you open the contact support form directly on the page where you encountered an issue. Taking screenshots is not possible on some generic error pages that are not meaningful enough for the Paessler support team.

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

• Attach Base Pack with logfiles (recommended): Contains the following data about PRTG:
• System status
• Lists of sensors in Down or Unknown status
• Core and probe health data
• Current log entries
• Attach Base Pack with logfiles and PRTG configuration file: Contains the Base Pack and the PRTG configuration file.
  Send this package only if the Paessler support team told you so. Usernames, encrypted passwords in the config.dat file, and passwords that your browser masks while you enter them on settings pages are removed before PRTG sends this package to the Paessler support team.
• Do not attach a Support Bundle: The ticket does not contain files. Choose this option only when sending feedback.

Click the Submit button to send your request directly to the Paessler support team, or click Cancel to return to the page where you opened the contact form. Usually, you receive an answer from the Paessler support team within one or two business days.

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

More

KNOWLEDGE BASE

How Can I Propose New Features or Sensors for PRTG?

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