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Create new support request

We want to help you as quickly and as best as possible with any questions or uncertainties. In order to get a complete picture of the situation, we ask you for a few, but necessary, pieces of information.

Through written support, we receive your request around the clock, reduce waiting times, coordinate the further process immediately and have a solution to your issues more quickly.

Please use the support form or send us an email with the relevant information such as product, component, time, description, log files* and screenshots to support@appterix.eu

Open a support request via form


    When did the phenomenon occur (date & time)?


    Please select the product area (multiple selection possible)

    Please select the affected component (multiple selection possible)


    Please send us log files and screenshots.


    Log file(s) (Please pack the log files into a zip file)

    Screenshot(s) (.jpg, .bmp, .png or .zip for multiple files)


    I have read the Privacy Policy note.
    Data protection declaration of EgoMind GmbH

    Required information

    So that we can help you as best as possible, we ask you for the following information:

    • What is your request?

    • Which product area (Administration, Installation, AD / EntraID Sync, AD CS Connector, Application Access, YubiKey Management, Encryption, Removable Storage Access, Password Manager, Windows Privacy Policies, ...)?

    • Is the server in the cloud (SaaS), at your service provider (MSP) or locally (on-prem)?

    • Which component (agent, browser, server, AD Sync Service, ...)

    • What is the desired and actual behavior?

    • At what point did the behavior occur?

      * Log files

      • The log files of the Appterix Agent You can find them in the folder: C:\ProgramData\Appterix\Logs.

      • On the server, the log files are located in the respective installation path when the installation is local. Appterix Server and EgoMind platformBy default, these are the following folders:

        Appterix Server: C:\Program Files\EgoMind\Appterix Server\Logs
        EgoMind platform: C:\Program Files\EgoMind\EM Platform Server\Logs

      • For Active Directory synchronization, the installation of the EM AD Sync Service Required. The log files for this component can be found in the folder C:\Program Files\EgoMind\EMADSyncService\Logs.

      • The log files of Installation routine The server component can be found in your user profile under AppData\Local\Temp
         
      • Required Browser information You can obtain this information when accessing the WebUI (screenshot or copy in text file): F12 + Console

      • Should you require assistance with the integration of the AD certificate services, please generate the health report via the EM AD Sync Service Control Panel. EM AD Sync Service Control Panel You can find the standard version in the folder C:\Program Files\EgoMind\EMADSyncService\Utils as an executable file (EMADSyncService.ControlPanel.exe).

    Please send this information by Support form or E-mail We will then analyze your support ticket and get back to you as soon as possible.

    What happens after the input has been requested from support?

    The request goes directly to our support department to check the matter. For usability issues, we examine other support options. If there are functional impairments, we forward the request to development for further measures after reproduction.

    We will contact you as soon as possible if we have any findings or questions.

    If you have any difficulties filling out and uploading files via the form, please send us an email with the relevant information such as product, component, time, description, log files and screenshots to support@appterix.eu

     

     

     

     

     

     

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