Help

Contact Technical Support

From the Contact Technical Support window, you can submit a support ticket for various issues with devices or the platform, as well as provide feedback so we may continue to improve the quality of our platform.

Contacting Technical Support

  1. Navigate to Help > Contact Technical Support.
  2. Specify the following information:‎

Name

Click to enter a sender name. The recipient will see this name. By default, this is the user's name.

E-mail

Enter an email address. Responses to submitted tickets will be received on this email address. By default, this is the user account email.

Phone

[Optional] Enter a contact number.

Issue Category

Select a category type from the drop-down menu.
Device Type Select a device type.

Problem Device

If Installation, Device Problem, or License Issue is selected as the category, select the UID of the affected device.

Description

Enter a description of the issue or feedback.
  1. [Optional] Drag and drop an image file of up to 2MB in size. Alternatively, click Browse and navigate to the image file.
  2. Click Submit.
  3. Our local technical support center will reply to the submitted case once received. 

Troubleshooting

From the Troubleshooting page, you can allow the Nuclias Cloud support team to access your organization and site information.

Allow Nuclias Support

  1. Navigate to Help > Troubleshooting.
  2. Select to either Enable or Disable the support feature of Nuclias Cloud.  If enabled, the Nuclias team will be able to access this organization and its sites.  You will need to enable this feature to receive assistance.  
  3. When enabled, you will be provided a PIN code that the Nuclias team can use to access your account and help troubleshoot.

 

Tutorials

From the Tutorials tab, you will be navigated to the Nuclias Cloud tutorial video page which has instructional videos on how to complete various management tasks within Nuclias Cloud.

Navigate to Help > Tutorials.