Help & Support
For setup assistance, issues, or to request additional information, you can contact our support team at support@6connect.com.
For feedback items, please see Feedback and Feature Requests.
If you come across an issue or bug, please report it to support@6connect.com.
Here are some steps that you can perform in advance to gather data or troubleshoot prior to sending a report:
Here are some initial troubleshooting steps that are useful to try prior to sending a support request, and that may fix the issue entirely:
Browser:
ProVision:
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When sending a help request for an issue, please include as much detail as possible about the issue. Examples of the type of information to provide are listed below, under "General Information", "Issue Details", and "Supporting Documents".
If you need assistance with an API call, please include the information under "API Call Issue".
You may also copy and paste the provided template into your support email, if desired.
Please include as much of the following information as possible:
General information:
Product, version, and device information:
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Issue Details:
Provide as much detail as possible about the issue:
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Supporting Documents:
Gather screenshots, related files, and supporting information from the ProVision instance or system logs:
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If you experience an issue or failure with an API call, please include as much of the following information as possible:
General information:
API Call Detail:
From Logs:
Expand the area below for a simple template that you can copy and paste into an email / support request:
Template:
General Information: ProVision/ Product Version: Operating System / Browser(s) / Device used: Issue Details: Module Area & affected page link:
Description of Issue / Steps to Reproduce:
Error code or message: (ideally, include a screenshot)
Troubleshooting steps already attempted:
Urgency Level / Operation Impact:
Additional Information: (e.g. configuration changes applied to the host environment, relevant server settings, permission settings, or other notes)
Provide Supporting Documents
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For tutorials, frequently asked questions, feedback, or additional resources such as import templates and previous documentation versions, please follow the links listed below.