Getting help

Let us know how we can help you. Find the best way to contact our support team below.



Apps

General app support

For general app support, contact your system administrator.
 Not sure who to contact? We can provide with the name and number of your provider. Send us a note.

Trial support

Did you sign up for the Acano free trial app on our website? Get trial support here.

Partner support

Partners may raise a support case by emailing support@acano.com.

Please provide the following information where applicable:

  • End user identification
  • Severity level
  • Description of the issue
  • Details of troubleshooting undertaken
  • Details of all products involved including 3rd party and software versions
  • Appropriate logs
  • If applicable – end user contact details
 

For Endpoint related issues some or all of the following:

  • Detailed and precise description of the problem seen
  • Severity (business impact) – i.e. impacting one user or whole site
  • Details of device the issue is seen on – hardware/OS
  • Screenshot/video demonstrating the issue
  • Obtain the diagnostic log from the client
  • Obtain crash dump files from the Mac/PC


Here are some examples issues and logs we might require:

  • Call drops or connection problems – the syslog covering the period the event occurred
  • SIP connection or no audio/video issues – enable SIP trace logging on the Acano server and obtain a SIP log
  • Configuration/installation problems – the live.json file from the server which describes the server configuration and Screenshots of relevant server web admin configuration pages
  • Media corruption problems – a PCAP taken from the relevant interface on the Acano server

Technology updates

Acano’s partners can sign up to receive technical updates on new releases, key bugs and security notification emailed to you.

 

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