There are three options to contact support:
-
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:
- Navigate to the web page of the Access200
- Log in as a user with admin credentials
- Navigate to the "Diagnostics" tab
- Click "Take offline for diagnostics"
- Click "Support Information" and wait until it is successful
- Return to the "Home" tab and click "Download Logs"
- Return to the "Diagnostics" tab and click "Return to operational mode".
To obtain the IDS logs, follow the steps below:
- Navigate to the web page of the IDS
- Log in as a user with admin credentials
- 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