Opening a Support Case

On occasion, you may need help with your Logi product. If you need assistance with product licenses, contact Customer Service by email. Otherwise, to interact with a Logi Support Engineer, you need to open a Support Case.

Who can open a case? One or more of your colleagues is designated as the "Support Point-of-Contact (POC)" and only they can open cases. If you're not a Support POC, please get someone who is one to open a case on your behalf.

To open a Support Case:

1. Go to DevNet and login
2. On the menu, select SupportView Support Tickets, as shown above
3. In the portal, click Open new case

If you need assistance with your DevNet login credentials or can't access the Support Portal, contact Customer Service by email.

Your DevNet and Logi Support Portal sessions are set to expire after two hours of inactivity; if you've left the portal open in your browser for longer than that, you'll be asked to login again. We recommend that you exit the portal by browsing to a different DevNet page as soon as you're done working it in.

A Support Case provides you with several benefits, including a response within an agreed-upon time frame, an audit trail of interactions with a Support Engineer, and timely progress notifications. You use the Support Portal to manage and track the progress of your cases.

What Happens Next

If your case is not a request for information, once it's assigned to a Support Engineer, he or she will review the information you provided.

It's very important that you provide accurate product, version, system, etc. information when opening the case.

The Support Engineer will respond to you and, based on the case information, may request additional information. He or she will review the situation and try to reproduce the issue locally. Then they'll proceed through a series of logical steps (which vary by issue) to determine the cause and provide a resolution.

You can help greatly by providing a clear description of the problem. If there's an error message, please copy-and-paste it into the description. If the error message is longer than a few lines, please paste the inner-most error message into the case description and attach the full error message or stack trace to the case.

The following sections provide instructions for preparing and attaching to your case the kinds of information the engineer may request, and for participating in a Webex meeting.