SUMMARY
As of August 31, 2021, Foundry Support no longer offers phone-based support and will require all support requests to be logged via our email or our Support Portal. This change is reflected in our Customer Maintenance and Support Agreement.
MORE INFORMATION
Why are the phone lines closed?
We receive a relatively small number of support calls as most customers realize that the complex nature of their issues makes it difficult to describe them effectively over the phone. To diagnose and resolve an issue, we almost always need supporting materials like reproduction steps, error logs, or diagnostic files. It takes time to review these materials and isolate the issue, which isn't easily done during a phone call.
By removing the phone lines, we are encouraging customers to submit support requests via the Support Portal or by emailing support@foundry.com. This ensures your request is quickly sent to the relevant product support team for review.
More information on submitting a support request via the Support Portal can be found in this article: Q100064: How to raise a support ticket
What if I have an urgent license issue?
Before we can assist you with a license issue, we need the licensing diagnostic file to isolate and understand the error.
- For Floating and Nodelocked licenses, logs can be generated by following instructions in the following article: Q100105: How to generate a license diagnostic log via the FLU for troubleshooting license issues
- For Individual and Teams licenses, logs can be generated by following the instructions in the article here: Q100724: How to generate debug logs for troubleshooting Login license issues
Unfortunately, we can't help without reviewing log files.
All support tickets submitted through the Support Portal or by email are reviewed Monday through Friday across US, UK, and Australia time zones. All license issues are treated as a priority, and we aim to reply in just a few hours. Supplying a diagnostic file helps us ensure the first reply is focused on your specific issue.
Can I still talk to Foundry Support about a license issue?
Once we have reviewed the diagnostic log file and identified the issue, we can usually provide the right solution. In some cases, we may need additional information and will arrange a Zoom meeting or call with you to further troubleshoot the problem. The Support Engineer will decide the best way to quickly resolve the issue.
Our License Help Knowledge Base has detailed troubleshooting steps for many common licensing issues.
I need help with product issues.
Product issues are more difficult to troubleshoot on a phone call due to their complexity. If a Support Engineer feels a phone call or Zoom meeting is necessary, they will suggest a session via our support system.
Before we are able to take control over a customer's hardware, the relevant legal agreement must be signed by an authorized customer representative.
FURTHER READING
Q100105: How to generate a license diagnostic log via the FLU for troubleshooting license issues
Q100724: How to generate debug logs for troubleshooting Login license issues
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