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Unable to Submit a Support Ticket Via the Customer Portal

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Created by Michelle McDowall, last modified by Kevin.Swinson on Nov 06, 2017

Views: 1,822 Votes: 1 Revisions: 14

Updated December 7th, 2016 

Overview

This article describes the steps you will need to take when receiving an error while attempting to submit a support ticket while logged into the Customer Portal - https://customerportal.solarwinds.co...bmit-a-ticket/

 

Environment

  • Customer Portal in all browsers

Steps

Log out of the Customer Portal and wait for 5 to 10 minutes. Log back into your Customer Portal and try to submit a ticket again. If that does not work, you can try the following to troubleshoot the issue:

  1. Open a different browser and submit a ticket
  2. Clear all Cache and Cookies

 

Please call into Support if you are still unable to submit a ticket and need assistance. If you are unable to call into Support, please send an email to customerservice@solarwinds.com and provide the following information so we can troubleshoot why you are unable to submit a ticket:

  1. List the browsers/versions you have attempted on.
  2. Confirm that cache and cookies have been cleared.
  3. The time when the issue this was first noted.
  4. Individual User Account (email and password used to log into the Customer Portal) being used.
  5. Solarwinds Customer ID.
  6. Screenshot of the error message you are receiving.

 

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