Getting support

Information to collect before contacting support, and the local boundary for logs and crash files.

Contact channels

Live chat is available at the lower right of the website and console. Other public channels are listed on the contact page.

Report vulnerabilities through the channel in the security policy, not through live chat.

Information to include

Provide these together to reduce follow-up questions:

• The operation: installation, registration, device connectivity, path selection, cloud relay or payment.
• The complete message and E1xxx code.
• Operating system, version, architecture and wwnet version output.
• The 12-character network ID; it is not a secret and can be shared with support.
• Accurate occurrence time and timezone.
• The wwnet output from both endpoints for a connectivity issue.

Before submitting, check troubleshooting by symptom and the command-line reference under Devices.

Collecting device state

Run on the affected device and paste the whole table:

wwnet

It reports the client version, connection status, network name and ID, this device's network address, and one row per peer with its path type and health. Review the output before submitting it and provide only information relevant to the problem. Do not attach other command output, configuration files or local logs.

Local diagnostics boundary

The client does not upload crash reports or error logs automatically. Those files have bounded local retention and omit keys, login credentials, payment information, and other sensitive values. For support, send the wwnet status table, error code, exact time and time zone; do not paste local log contents unless support explicitly requests them.

Quick troubleshooting