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Getting help and contacting support

Access Resilio Help Center knowledge base, submit a support request, or monitor your support request status.

Help Center

Resilio Help Center provides a knowledge base with articles and guides to help you configure and troubleshoot your Resilio Active Everywhere deployment.

To access Resilio Help Center, click in the top-right corner, then click Open Help Center.

Contact support

If you have any technical questions about Resilio Active Everywhere or issues with your deployment, submit a support request. You can do this either from the Management Console or from the Resilio Active Everywhere Agent installed on your computer.

Important

Before contacting support, make sure that debug logging is enabled for Agents in the Agent Profile and the problem you're having has been reproduced with the logging enabled.

Management Console

Submit support request

To submit a support request from the Management Console:

  1. Click in the top-right corner, and in the Contact Support section, click Create support case.
  2. Follow the wizard to submit a support request.

Automatically upload to Resilio

Select Automatically upload to Resilio, then click Automatic upload to submit the ticket along with the coresponsing Job runs information and debug logs. The logs will be uploaded according to the bandwidth limits defined in the Scheduler. Deselect this option and click Save request to collect the logs and download them from the Management Console so that you can send them to Resilio Support via an online form.

Important: Insufficient storage space

  • Creating a support request requires available storage space to be above the values defined in the diskSpaceLevels.low object in the Managenet Console's configuration file.
  • Logs from selected Agents are downloaded as long as the available storage space remains above the values defined in diskSpaceLevels.critical object in the Managenet Console's configuration file and there's sufficient space to download the next log chunk and archive the already downloaded logs.

Request additional license

To request additional license(s) for your Resilio Active Everywhere deployment, click in the top-right corner, and in the Contact Support section, click Request additional license(s).

Online form

If you're having issues with submitting a support request through the Management Console, use the online form:

Click in the top-right corner, and in the Contact Support section, click Open online form.

Agent

Feature availability

Sending a support request via Active Everywhere Agent is available in Active Everywhere 6.0 and newer.

Note

Support request sent from the Agent includes only the Agent logs. It does not include Agent crash dumps or the contents of any of its Job folders.

To send a support request using Active Everywhere Agent:

  1. Access support case submission form:

    • Windows: Press and hold [Shift] key, then right-click the Agent UI icon in the system tray and select Send support request.
    • macOS: Press and hold [Option] key, then click the Agent UI icon in Menu Bar and select Send Support Request.

  2. Provide a brief summary of the issue along with additional information.

  3. Select time range for which you want to collect logs, then click Submit.

    Agent Ui Submit Ticket

Merging multiple support requests

If user submits another request before the previous one is processed, the new request is merged with the previous one. The support team will receive only one request with all the information and logs from both requests.

Automatic logs upload

Feature availability

Automatic logs upload is available in Active Everywhere 6.0 and newer.

Your Active Everywhere 6.0 (and newer) deployment can be set up to automatically upload logs to Resilio support team. This option is enabled via license. Contact your sales representative for more information. When enabled, logs are uploaded periodically, according to the bandwidth limits defined in the Scheduler.

Monitor support request status

Last contact support status

Shows the status of the latest created support case, regardless of whether or not it was sent to the support team automatically. Check this section for current status, possible interruptions in sending the support request and other details of the request.

Contact Support Status

Selected logs will be zipped and stored on the computer where Management Console is installed:

  • Windows: C:\ProgramData\Resilio\Connect Server\support_requests
  • Linux: {resilio-connect-server}\support_requests

Optionally, you can download them to the computer where you're currently sitting at.
You can manually upload them later:

Go to Submit ticket form and add the files to upload queue. After upload status gets to 100%, support request will be formed automatically using the given contact e-mail. After that you can dismiss the 'last contact support status' block. You cannot create a new support request until this one is dismissed - click Cancel for that. Restarting the Management Console also results in it being cleared.

Support request queue

View and manage all of your requests in the support requests queue.

To access support requests queue, click in the top-right corner, and in the Support request queue section, click View queue.

Note

  • Support requests queue lists submitted requests that are still pending, being processed, failed to complete or require user action.
  • If an Agent with a pending support request is removed from the Management Console, the request is cancelled.
  • Management Console restart preserves pending support requests.
  • The last started support request is cleared after Management Console restart.