<%NUMBERING1%>.<%NUMBERING2%>.<%NUMBERING3%> PRTG Manual: Contact Support


The Contact Support feature is only available for users with active maintenance with their PRTG Network Monitor, PRTG Enterprise Monitor, or PRTG Hosted Monitor license. This feature is not available for freeware edition licenses.

For technical issues, use the Contact Paessler Support / Send Your Feedback to Paessler form in PRTG. To open the form, select Setup | Contact Support from the main menu bar. You can also open the form via Contact Support in the footer on every page in the PRTG web interface.

How to Open the Contact Support Form

How to Open the Contact Support Form

When you click Contact Support, the following form appears:

Contact Paessler Support / Send Your Feedback to Paessler

Contact Paessler Support / Send Your Feedback to Paessler

On the one hand, you can use this form to ask for support regarding technical issues. To make the support contact more comfortable, PRTG can automatically attach a screenshot in combination with a Support Bundle that contains several selected PRTG log files and status files. This information really helps the Paessler support team to analyze any issue you might have with PRTG. Also consider the suggested links to articles regarding the scope of your issue.

On the other hand, you can use this form to give us feedback. Help improve PRTG by providing criticism, praise, bug reports, and feature requests. Any comments are welcome. Your feedback is handled directly by the Paessler support team.

PRTG securely transmits your feedback or support question including the support bundle to Paessler via the PRTG Cloud. Read more in our Knowledge Base on how we handle your feedback.

i_round_blueMake sure that your PRTG core server system has access to the internet and can reach the URL https://api.prtgcloud.com:443

Form Details

Ask a Question or Give Feedback

Provide the following information in this section of the contact form.



Your Ticket ID PAE<id>

If you already have an open ticket (directly via our Help Desk portal), enter the ticket ID. You can find it in your confirmation email regarding the request we received. You can provide the ID with PAE in front or only the number.

i_round_blueIf you leave this field empty, you create a new ticket when you submit this form.

Your Email Address

Enter your email address. You can provide any of your addresses. However, by default, PRTG uses the email address of your user account to be able to associate you with your license.

Scope of Your Question

Select a topic regarding your issue and consider the suggested links.

Emotional State

If you want to, you can express your feelings about PRTG.

Enter a Subject for Your Question/Feedback

Provide short information with a maximum of 60 characters to indicate the topic of your issue.

Enter a Detailed Description

Leave any comments. They can be feedback or support questions. If you have a support question, describe your issue with as much detail as possible.

Attach a Screenshot and/or Support Bundle

To provide the most helpful information possible, you can attach a screenshot of the selected page and a support bundle with useful analytical data about your PRTG installation.



Do not attach screenshot

Send the ticket without a screenshot.

i_round_blueIf you ask for technical help, we recommend that you attach a screenshot. This helps us a lot to analyze your issue and to provide a solution.

Create and attach screenshot (recommended)

PRTG creates a screenshot of the selected page and sends it with your ticket. You can see a preview below the screenshot section.

i_round_blueWe recommend that you open the contact support form directly on the page where you encountered an issue. Taking screenshots is not possible on some generic error pages that are not meaningful enough for the Paessler support team.

In section Support Bundle, you can choose from several packages that differ in coverage of information.



Support Bundle

Select the information you want to send to the Paessler support team:

  • Attach Base Pack with log files (recommended): Contains the following data about PRTG:
    • System status
    • Lists of sensors in the Down status or the Unknown status
    • Core and probe health data
    • Current log entries
  • Attach Base Pack with log files and PRTG configuration file: Contains the Base Pack and the PRTG configuration file.
    i_round_blueSend this package only if the Paessler support team asks you to. User names, encrypted passwords in the config.dat file, and passwords that your browser masks while you enter them on settings pages are removed before PRTG sends this package to the Paessler support team.
  • Do not attach a Support Bundle: The ticket does not contain files. Choose this option only when sending feedback.

Click Submit to send your request directly to the Paessler support team, or click Cancel to return to the page where you opened the contact form.


Write us in English or German and communicate via the Helpdesk.The Paessler support team works closely with our development department to guarantee the fastest and most constructive assistance possible. As they need to analyze a lot of data over the course of a support case, like log files and screenshots, they use the Helpdesk as their primary support mechanism. Their office is staffed Monday to Friday from 07:00 to 22:00 (UTC+1), so you receive an answer within 24 hours on business days. Depending on the complexity of the case, they might need to ask for remote access to your system, or to schedule a remote desktop session.

Other Resources

Knowledge Base

Find answers to common questions in our Knowledge Base.

Supported Versions

Note that we only support PRTG versions that were released in the last 12 months. For more information on released versions, see the Paessler website: Release notes for the "stable" release channel.

License and Upgrades

If you have questions or feedback regarding your license purchase or want to upgrade your license, contact our customer service.

Network Planning

If you need help with your network setup or detailed installation planning, our partners are always happy to help. Please contact a partner near you.

Security Reports

If you are a user of PRTG or any of our other services and would like to file a security report, send an email to security@paessler.com. Always include a detailed technical summary in your email. If you wish to send us an encrypted email, use the public key on this page https://www.paessler.com/support.


i_square_blueKNOWLEDGE BASE

How can I propose new features or sensors for PRTG?



Release notes for the "stable" release channel


There are some settings that you must define in the PRTG Administration Tool. For more information, see sections: