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.
The “sender” will automatically receive updates and correspondence. Colleagues who should also receive updates via email should be added to the CC: line.
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
In the body of the email, include a description of the problem you are experiencing with GO-Global. Please include steps to reproduce.
- Please attach the following information:
License file: license.lic (In version 4.0 the license file can have any name with the .lic extension)
License Log: ..\graphon\go-global\programs\license.log
APS Log: ..\graphon\go-global\log\ (The filename starts with ‘aps’)
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’)