Welcome to
Help Desk

Product Updates
Training
Support
Ideas Contact Support

How to Contact Egnyte Support?

Follow

Have a question?  Need help? Our team of support specialists is available 24/7 to ensure your success with unwavering commitment. Whether that’s troubleshooting a configuration issue or helping customers with year-end auditing requirements. For more details, please visit the Egnyte Support Plans page.

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:

1. Click on the Desktop App icon in the icon tray.
Screen_Shot_2019-02-21_at_1.06.56_PM.png

2. Click the Settings icon, select the Help tab, and click the Contact Support link.

Screen_Shot_2019-02-21_at_1.08.45_PM.png

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.

3. Provide a description of your issue along with other information, add attachments like screenshot or recording of the issue, and click Send.

Screenshot 2023-10-19 at 4.23.47 PM.png

MacOS:

1. Click on the Desktop App icon in the top bar.

icon.png

2. Click the Settings icon, select the Help tab, and click the Contact Support link.

Screen_Shot_2019-02-20_at_3.40.02_PM.png

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.

3. 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.

Screen_Shot_2019-02-20_at_3.35.49_PM.png

 

Storage Sync

1. Open a browser window and navigate to http://<IP Address of Storage Sync Device>:8806.

2. 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.

Screen_Shot_2019-02-21_at_1.13.04_PM_resized.png

 

Smart Cache

Send Logs Through UI

1. Open a browser window and navigate to http://<IP Address of Smart Cache Device>:8815.

2.  Login with the Admin User or service account credentials.

3. Click Contact Support at the top right corner.

Contact Support_1.png

4. Include any relevant information related to the issue and click Send.

Contact Support_2.png

Send Logs Through Admin Console

1.  Access the console by logging in with the service account credentials.

2.  Select Option 2 from the menu.

3.  Enter the Admin User or service account credentials to send the logs.

Contact Support_3.png

 

WebUI

1. Click on Help button on top right
Screenshot_2023-06-02_at_3.00.50_PM.png

2. Click the Contact Support towards the bottom to open the contact form. Fill in all the information and click submit. 

Screenshot_2023-06-02_at_3.01.19_PM.png

 

Was this article helpful?
0 out of 3 found this helpful

For technical assistance, please contact us.