Contact Support

The Contact Support page allows you to send a support request to the manufacturer directly from the Diagnostics application. You can include diagnostic data, describe your issue, and optionally attach additional files.

If direct sending by email is not available in your environment, you can still download the selected diagnostic data as a ZIP file and send it manually.

Use this page when you need help with technical issues, e.g., errors, crashes, configuration questions, or update problems.

The page combines three workflows:

• choose which diagnostic information should be included,
• optionally download that information as ZIP,
• send a support request by email with your description and optional attachments.

In this section, you choose which data is collected for your support request.

The following standard data is available:

• General Information - server version, operating system, Java runtime details, locale, and VM arguments.
• Log Files - current and archived server log files.
• Configuration - server and plugin configuration, excluding sensitive information.
• Event Logs - plugin dispatcher events and system events.

Depending on your installation, additional extension-specific data sources can be available. Some extensions provide extra configuration fields such as text input, checkboxes, select options, or multi-select lists.

Use Download ZIP to export the selected diagnostic data as a ZIP file.

This is useful when:

• you want to review files before sending them,
• email sending is not configured on the server,
• you need to send the ZIP through another channel.

If an outgoing mail server is configured on the server, this section allows direct sending.

The following fields are required:

• Your Email Address - used as reply address.
• Problem Description

After successful sending, the page shows a success message and the form is reset.

Note: If no outgoing mail server is configured, this email section is not shown.

You can attach extra files, e.g., screenshots or documents.

The following limits are available:

• Maximum per file: 10 MB
• Maximum total upload size: 50 MB

Files can be selected from local file access and available integrated sources.

The request contains:

• your email address,
• your problem description,
• the selected diagnostic data as ZIP,
• optional uploaded files,
• optional extension configuration values for selected extension data.

This gives support enough context to analyze most issues without requesting the same technical data in a follow-up.