How to create a support request

There are three options to contact support:

• Click here to submit a support web request

• Email: support@princetonidentity.com

• Phone: +1 (609) 270-3220

Recommended information to include for all types of requests in order for your case to be handled as quickly as possible:

• Customer name (Integrators will need to additionally provide end customer name)
• Detailed description of request

Recommended information to include when running into an issue with a product:

• Detailed reproducible sequence 
• Device logs
• Hardware model
• Software version
• Error messages (if applicable)
• Any troubleshooting steps that had been performed (ex. system reboot)
• For SDK issues: Code samples containing minimal code to reproduce the issue

To obtain the device logs, follow the steps below:

1.  Navigate to the web page of the Access200
2. Log in as a user with admin credentials
3. Navigate to the "Diagnostics" tab
4. Click "Take offline for diagnostics"
5. Click "Support Information" and wait until it is successful
6. Return to the "Home" tab and click "Download Logs"
7. Return to the "Diagnostics" tab and click "Return to operational mode".

To obtain the IDS logs, follow the steps below:

1. Navigate to the web page of the IDS
2. Log in as a user with admin credentials
3. In the address bar of the web browser, navigate to the address https://<IPaddress>:8443/api/v2.0/system/logs (replacing <IPaddress> with the IP address of the IDS)

The downloaded logs zip folders should then be included when submitting your support ticket.

Princeton Identity's Customer Support policy can be found here: Customer Support Policy