# Getting support

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

Source: https://www.widewired.com/page/docs/support

## Contact channels

Live chat is available at the lower right of the website and console. Other public channels are listed on the [contact page](https://www.widewired.com/page/contact).

Report vulnerabilities through the channel in the [security policy](https://www.widewired.com/page/security), 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](https://www.widewired.com/page/docs/troubleshooting) by symptom and the command-line reference under [Devices](https://www.widewired.com/page/docs/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

| Symptom | Check and action |
| --- | --- |
| `wwnet` reports `background service not running` | Inspect the platform service first; see [troubleshooting](https://www.widewired.com/page/docs/troubleshooting) |
| A value in the table reads `unknown` | The device cannot determine it yet; include the table as-is, it is still useful |
| Support cannot locate the event | Add the exact time, timezone, network ID and both endpoint states |
| You need to report a vulnerability | Stop pasting details into live chat and use the [security policy](https://www.widewired.com/page/security) channel |