Important Info on Support Case Opening

Before requesting support the following should be verified from your end:

• Has the affected application already been restarted (local client)?

• Has the entire affected device been properly restarted?

• Does the same error occur also on another device with the same configuration?

• Has the affected device (mouse, keyboard, RFID Pistol etc.) been disconnected and reconnected?

• Have you tried a different browser / Private Tab? Have you deleted Cookies and stored session data?

Typically problems are temporary caused and could be solved by a restart / session refresh or a reconnect. We are happy to help you in case you are opening a support request with us, but based on our experience a lot of cases can be solved without our involvement based on the above mentioned questions. So please give it a try before you reach out to us, to ensure you get the fastest solutions for your issue.

If the issue still persists, you can open a support ticket with us:

For a fast troubleshooting, as well as a constantly high quality of error classification in support, the following "5-W" questions are asked for each incoming ticket / Support Case:

1. What kind of error did you receive (a short description with screenshot)

2. Where did this error occur (Application Version and Name, Operating System Version and Name)?

3. When did this error occur?

4. How often have you had this error?

5. What is the "impact" / "urgency" of this error for you?

Please ensure that you have those five questions answered from your side, bevor you are opening a support case with us. This ensures faster processing and solution finding. If one of these questions is not answered, we will have to push back the request and requalify the missing information.