Submitting a GO-Global for Windows Technical Support Problem using Email

Customers with valid GraphOn Maintenance Agreements have fast online access to open a case, or add notes to an existing case.

Don’t have a Maintenance Agreement? Contact your authorized reseller for technical assistance or Contact a GraphOn Account Representative to determine the maintenance options available.

For technical issues, questions, or feature requests, you are required to open a support case in order to make your request “official.” Once you have been assigned a case, there may be combination of phone calls or emails, but all communication is “tracked” to your case number.

1. Open a support case by sending an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it. .

   The “sender” will automatically receive updates and correspondence. Colleagues who should also receive updates via email should be added to the CC: line.

2. Format the email subject line as follows:

   Distributor or Reseller (if any)/Customer: Problem summary – GraphOn product.

   Examples:
   ACME/NTW Building: Unable to connect–GO-Global for Windows
   SBSolutions/NTW Building: Unable to connect-GO-Global for Windows

3. In the body of the email, include a description of the problem you are experiencing with GO-Global. Please include steps to reproduce.

4. Please attach the following information:
   
   V3.2.x
   License file: license.lic (In version 3.2 the license file can have any name with the .lic extention)
   License Log: ..\graphon\go-global server\programs\license.log
   APS Log: ..\graphon\go-global server\log\ (The filename starts with ‘aps’)
   
   V3.1.x
   License file: license.lic
   License Log: ..\graphon\go-global server\programs\license.log
   APS Log: ..\graphon\go-global server\log\ (The filename starts with ‘aps’)

After opening a support case, you will receive a reply email from GraphOn with a subject line which includes a unique case number in brackets. Direct all emails regarding this issue to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it. and do not edit the subject line. When the exact subject line is included in all email correspondence, the support database will be updated and all email addresses in the case will receive copies of every email.