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Contact Support

Using the Support Portal

IOTech Systems aims to make our software easy to deploy. To assist you in the use of our software, we provide a support portal which allows you to:

  • Access the knowledge base to find information on how to use our products
  • View the latest tutorial videos
  • Get the latest news about product releases

If you have customer login credentials you are also able to:

  • View your contracts and the assets belonging to them
  • Create and manage support cases and ask questions to supports
  • View and download your license keys
  • Download the latest version of the software

Accessing the Support Portal

Note

The customer communities portal can be accessed from the IOTech website. At the top of the page there is a button which states "Support Portal". Pressing this takes you to the home page.

Alternatively you can go directly to IOTech Support Portal home page which allows you to access the knowledge base and product documentation. You will be able to log support cases, download products and view your license keys.

How to Log In to the Support Portal.

Note

To log in to the support portal and contact support you can press the log in button at the top right of the home page. This takes you to the Login page.

You can also go to the direct login link and you need login credentials to login.

If you do not have login credentials, you can contact IOTech using the Contact Form on the IOTech website.

You can also do the following:

  • View your contracts by clicking the My Contracts button
  • Raise a ticket in the IOTech system to address an issue or track the progress of an open case by selecting the My Cases button
  • View and download your license keys by selecting the My License Keys button
  • Download software in the Downloads section

Creating a Case

When you create a case it is good practice to include as much information as possible about the issue. This will help speed up resolution of the problem. The following information should be included:

  • Run the troubleshooting script to capture the logs, see Troubleshooting
  • A description of the issue and the steps to recreate it
  • The version of Edge Xpert
  • Custom docker-compose file
  • Any error messages