Working with PlexTrac Support

A guide to help you get the most effective results when contacting support.

This article acts as a guide and outlines the basic operational practice that PlexTrac Support recommends customers follow. Customers should use this guide in conjunction with their organizational processes.

It’s key to any investigation that the customer performs some preliminary investigations and gathers basic details before engaging PlexTrac Support. This allows PlexTrac Support to react more effectively as the details of the issue and any supporting information have been supplied. This allows the triage of the issue to start immediately, without further requests for information.

Minimum Required Information

PlexTrac Support does ask that you give a complete and accurate description of the issue that you are facing. This is a key step to us being able to understand your issue. The more information and the better the description, the more quickly and completely we will be able to provide meaningful updates.

We also ask that you raise only one issue per ticket. This allows us to manage workloads more effectively and keep our case database tidy.

For all issues, please consider adding

  • A detailed written description of the issue. Some suggestions on what this could include:
    • What you were doing that led to the issue and what you were trying to accomplish
    • Timestamps of when the issue started.
    • Steps to replicate the issue.
    • For export-related issues, a .ptrac file and/or the current version of your .docx export template is also helpful.
  • “A picture is worth a thousand words” - Screenshots or a video recording of the issue that you are seeing.
    • Being able to see the URL in the browser is very helpful.
    • Please avoid screenshots that simply show the error you are getting; providing the context of what you are doing is much more beneficial.

For on-premise customers

  • The version of PlexTrac that you are running

Note: if your instance is out of date, support may ask that an update be performed to bring your instance up to running the current version. The experience you are having may have already been fixed and pushed out with the newest version. It is often worthwhile to ensure the platform is up to date before engaging with support.

  • Logs from your on-premise system
    • For the generic logs use 
      plextrac logs
    • For api-specific logs use 
      docker compose logs plextracapi
  • The operating system, docker and docker-compose version that you are using. To find each:
    • Operating System version
      cat /etc/os-release
    • Docker Version
      docker version
    • Docker Compose Version
      docker-compose version
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