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Contact Support via Email OR Submit a Case Online
Egnyte Connect makes it easy to contact support and attach logs from within each product UI.
Desktop App
Storage Sync
Smart Cache
WebUI
Egnyte Desktop App
Windows:
- Click on the Desktop App icon in the icon tray.
- Click the Settings icon, select the Help tab, and click the Contact Support link.
The option to Enable debug logging is unchecked by default. This is an optional step to enable the setting but is recommended for troubleshooting an issue with the product and when being assisted by Egnyte Support.
- Provide a description of your issue along with other information, add attachments like screenshot or recording of the issue, and click Send.
MacOS:
- Click on the Desktop App icon in the top bar.
- Click the Settings icon, select the Help tab, and click the Contact Support link.
The option to Enable debug logging is unchecked by default. This is an optional step to enable the setting but is recommended for troubleshooting an issue with the product and when being assisted by Egnyte Support.
- Fill out the Issue Description section with a description of your issue and how to reproduce it and enter the best contact number to reach you in the Contact Phone section. Click Send. If you have multiple domains, please include the domain that is experiencing the issue in the description.
Storage Sync
- Open a browser window and navigate to http://<IP Address of Storage Sync Device>:8806.
- Click the Contact Support tab, fill out the Message with a description of your issue and how to reproduce it, and click Send.
Note: Make sure the Send logs box is checked.
Smart Cache
Send Logs Through UI
- Open a browser window and navigate to http://<IP Address of Smart Cache Device>:8815.
- Login with the Admin User or service account credentials.
- Click Contact Support at the top right corner.
- Include any relevant information related to the issue and click Send.
Send Logs Through Admin Console
- Access the console by logging in with the service account credentials.
- Select Option 2 from the menu.
- Enter the Admin User or service account credentials to send the logs.
WebUI
- Click on Help button on the right panel.
If the domain is configured with a custom Help & FAQ URL, the user will be redirected to the configured Help & FAQ URL. In that case, step #2 below is not applicable.
- Click the Contact Support towards the bottom to open the contact form. Fill in all the information and click submit.