Have a question? Need help? The Egnyte support team is available 24/7 with an unwavering commitment to customer success. 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 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 taskbar or search under Applications.
- Click the Settings icon on the left.
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Select the Help tab, and click the Contact Support link.
The option to Enable debug logging is unchecked by default. This setting is optional but recommended when troubleshooting an issue with Egnyte Support.
- Provide a description of the issue along with other information, add attachments like screenshot or recording of the issue.
If the Desktop App is running on Azure Virtual Desktop, please include the user’s AVD configuration:- Host pool type
- Operating system image
- FSLogix configuration
- Session host size
- The number of concurrent users
- The ED_ parameters used at install time
- Click Send.
MacOS:
- Click on the Desktop App icon in the top bar to open the Home Dashboard.
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Click the Settings icon, then select the Help & Support tab, and click the Contact Support link.
Debug logging is disabled by default. This setting is optional but recommended when troubleshooting an issue with Egnyte Support.
- Fill out the Issue Summary and Issue Description fields, including a description of the issue and steps to reproduce it. Enter a contact number in the Contact Phone field and click Send. If there are multiple domains, include the affected domain in the issue description.
Storage Sync
- Open a browser window and navigate to http://<IP Address of Storage Sync Device>:8806.
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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
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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.