What to Provide When You Need Troubleshooting Help

Modified on Mon, 3 Nov at 3:46 PM

To resolve hardware or software issues quickly, please provide the following information when submitting a support ticket:

Device serial number(s): List every unit involved (including S/N).
Purchase invoice: Send a copy of the proof of purchase so we can verify the equipment.
Error messages and screenshots: If you received an error message, include the exact text or code, and a screenshot if possible.
Setup description, photos, and videos: Send us a photo of your hardware assembly. A video or short movie of the issue (e.g., strange noise, unexpected behavior) often helps more than words. We recommend using WeTransfer for large file transfers (up to 2 GB).
Setup drawing or diagram: A simple sketch of your system layout often helps identify setup errors or mismatches quickly.

Once we receive the full details:

We attempt to replicate the issue on our side.
If it’s a fault on our system or hardware, we handle it accordingly.
If the issue appears specific to your setup, we’ll dive deeper with you to diagnose and fix it.

By starting with clear, detailed information, we avoid wasting time testing solutions that don’t apply. Thank you for helping us help you.

Send your troubleshooting information directly through our Elveflow support ticket form to receive assistance quickly.