Submit a request on https://cloud4wi.zendesk.com/hc/en-us/requests/new to report an issue that you could not resolve after checking our troubleshooting guides (https://cloud4wi.zendesk.com/hc/en-us/sections/18650464647053-Troubleshooting), but also in case you need to request new equipment activation or have questions about a feature.

Prerequisites

In order to open a ticket you need a Zendesk account, in case you haven’t one, you can ask for it sending an email to support@cloud4wi.com

How to submit the request

Subject: brief description
Description: detailed description of the issue/request including all the steps to reproduce the problem, providing in particular the following informations:
- Location name or AP MAC address
- Full OOPS error page link from laptop (in case you’re experiencing an Oops page)
- Tests already performed based on troubleshooting guides
- Firmware Version of the AP/Controller
- MAC address of the end user testing on site or having issues
- SSID settings from Smartphone of the tester on site
- CCs if needed: add who should be copied/included in the ticket
Type: choose an option from the dropdown menu (Issue, Vendor Activation, Feature Dashboard Activation, Question, Configuration) basing on the subject you are raising in the ticket
Priority: choose an option from the dropdown menu (Low, Normal, High, Urgent) depending on the priority of your request
Tenant ID: specify the Tenant id or Name
Attachments: Screenshare of the end user experience, screenshot URL of the OOPS/error page from a laptop, screenshots of the configuration