In this article, we'll look at best practices when contacting technical support for hardware or software problems, or if you're having trouble setting up your hardware and more.
Check out our Knowledge Base
We strongly recommend that you start by consulting our knowledge bases, including our download library and forums.
We are happy to offer you our help - we have developed an extensive knowledge base to provide our customers with access to various topics, FAQs, debugging threads and labs that can help you. You can explore all of our resources at the links below:
Before creating a ticket
Note: Contacting us by phone is only available for business customers. Please see the link at the end of this article for more details.
- Accurate description of the problem: Provide as much detail as possible. For example, when and how the problem occurred, what steps led to the problem, and what you have already done to resolve it.
- Attach logs and screenshots: If possible, attach log files, screenshots, or photos of the screen where the error is visible (Diag Files, Tech Support Logs, and a network diagram). This will greatly speed up the diagnostic process.
- Remote access HTTPS/SSL/TeamViewer: Using remote access can significantly speed up the resolution of your problem. Make sure you have this option available, especially when contacting by phone.
- To ensure efficient and clear issue resolution, please raise a separate ticket for each technical issue. This approach will speed up the process and prevent confusion during resolution.
How to request technical support or to apply for a warranty/RMA Vi can be found at the link in the article
Zyxel Support Portal [TechnicalSupport] - How to contact technical support or execute an RMA