Report a problem

Who can do this

Everyone. Members tell their administrator first. The administrator contacts support.

Before you start

Look at Troubleshooting. Many problems have a simple fix there.

Steps

Members

Note the time, the worker and what you asked for.
Copy the exact message the portal showed.
If it is about a run: open Runs, find the run and note its time and state.
Send this to your administrator.

Administrators

Collect what the member sent.
For a run: open Runs, press Audit on the run, and copy the events. The card in Chat shows the run’s id when you hold the mouse over its top line.
For an update: open Administration, General, panel System, and open Details (update log).
For the installer: in the setup page, press Copy logs or Download log file.
For a worker that cannot run: copy the line from Installed packages (state, Ready, and the error if one is shown).
Write down the Running release from the panel System.
Send all of this, with a short description, to support: support@truchsess.com

Never send passwords, API keys or the recovery key. The box never shows them in these places, but check what you paste. The installer log contains the one-time bootstrap code; it is used up once the administrator account exists.

What you see afterwards

Support answers you. When the fix needs a new box release, you install it with Update now. See Updates.

Your choices

Choice	What it does	When to pick it	Can you undo it?
Run the sandbox tests (Administration, Packages, Self-tests)	Checks that the box keeps workers closed in.	Support asks for it, or you suspect a box problem.	n/a
Run the Connection secrecy test	Checks that workers cannot read keys.	After connection problems.	n/a
Run the gateway test	A deeper test. Chat is unavailable for several minutes.	Only when support asks.	n/a