For all to benefit and getting efficient, fast and punctual support, you can prepare for the steps below:
Before calling or mentioning in and email.
When calling, we will ask for the following information:
1. Model number and firmware of the device
2. Did it work before
3. Did you reboot the device
4. Does the device have the latest firmware, check the product page for the latest firmware
5. When Remote desktop service is required, we work with Rustdesk for more info visit rustdesk.com or download for windows: - rustdesk-1.1.9-windows_x64
When sending an email:
1. Note the Model Number and firmware when the issue started
2. Upgrade to the latest firmware version and a factory reset (note the firmware version and add the link or information where you got the firmware from
3. What was the last time that the device worked without issues
4. When did the issues started
5. Confirm that you reboot the device
6. Send screenshots from the issue when possible