|
Download this same document as:
|
|
|
These guidelines are intended for NX customers who have purchased one of the
official NoMachine NX Server Subsriptions either from the NoMachine website
or from an official NoMachine partner.
In order to understand and resolve support requests quickly and accurately
it is important that you understand and take the following steps before
contacting the NoMachine Support Center. This will allow the team to evaluate
the problem and deal with it accordingly and promptly.
|
|
Understanding your support request entitlements.
|
- Is your enquiry associated to a feature of the Subscription you are using?
If you wish to notify us of a bug and open investigation, make sure that the bug you are
reporting is connected to a functionality that is part of the scope of coverage of the
specific Subsription you have purchased. For example, as a NX Server Small Business
Subscription customer, the team will not open an investigation for problems with the Guest
User functionality. This particular feature is part of the NX Enterprise and NX Advanced
Server Subscriptions. To be certain about what is covered in the Support Services with your
Subscription see here.
- Have you purchased NX Server Subscription with Premium options?
You will be able to submit your enquiry via the web-based Support Center or by phone. Make
sure you have your Customer ID to hand for verification. Please check the What You Get and
Features sections to make sure you understand the response time and scope of coverage. Support
phone numbers can be found in the Contact Us
section of the website under Customer Services and Support.
- Have you purchased a Subscription which is not a Premium option?
Customers who have a standard Subscription are not entitled to submit enquiries by phone,
and should proceed to the Support Center where they can log in and submit from there. Please
check the What You Get
and Features sections to make
sure you understand the response time and scope of coverage for your chosen Subscription.
If you need to contact NoMachine for assistance, you will have to gather information about
your problem. Below is an example of what will initially have to be communicated to the Support
Team when opening a Support Enquiry.
Please note that beta versions of software are not covered by Support Services.
- What version of NoMachine NX Node, NXServer and NX Client are you running?
- On which operating system?
- Have you obtained the latest package from the NoMachine website?
- What steps led to the failure?
- Can the problem be recreated? If so, what steps are required?
- Have any changes been made to the system that might have triggered the issue?
- Were any messages or other diagnostic information produced? If yes, what were they?
- Were there any error number(s) or any messages received during the time of issue?
Note that this is not an exhaustive list. The customer might be asked for further information
according to the issue they are reporting.
|
Gather Relevant Diagnostic Information
|
The logs from both the NX Server, NX Node and NX Client are vital for our technicians to
diagnose your problem efficiently and in a timely manner. It is recommended to have extracted
them prior to the opening of the enquiry so that vital time is not lost in follow-ups requesting
the logs. Make sure you follow the extraction procedure explained in
"Providing useful
information when requesting support". After which you can log in to the Support Center
with your customer ID and proceed with the opening of your enquiry as normal. The Support Center
accepts attachments and you should therefore attach your logs along with your enquiry. If, for
some reason, you have problems with attaching logs, they will need to be sent direct to the team
after you have opened an initial investigation by inserting the correct Enquiry ID code in the
subject field.
IMPORTANT:
|
Our job is to ensure that the software works as expected with the various OSes that we support,
and that the features it sports work accordingly. We also test the software with many distributions
and many combinations of different applications. Unfortunately, we can't support all possible Linux
applications, nor all possible combinations of environment configuration and thus we urge our
customers to use the evaluation software in order to verify the interactive compatibility with their
chosen platform and applications (please see http://www.nomachine.com/supported-applications).
This period of evaluation is also fundamental for customers to assess the suitablility of the
software in their specific set-up and if the software fits their required feature specifications.
On purchasing the software the customer is openly accepting that the software fulfills the requirements
at its present released state (please see our EULA).
NoMachine will not take reponsibility for malfunctioning of NX software with third-party products that
it does not claim to interact with, nor can it be responsible for NX software that does not fit the
specific requirements of the customer because of its limitations.
Further useful information:
|
|
 |
|
