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Mercedes_O
Community Manager
Community Manager

**Update **

We are aware that some user email addresses have not yet been mapped to our systems and we are actively working behind the scenes to ensure all users are mapped properly.  In the meantime, please report any issues here on this form https://www.lansweeper.com/contact/contact-sales/

Please follow the steps below:

  1. Open the sales webform https://www.lansweeper.com/contact/contact-sales/
  2. Select I have a question about the Support Portal in the How can we help you today? box

  3. Type a full description of your issue in the Anything else? box

How to Receive Support from Lansweeper

Lansweeper Support Portal:

  • All users with an active paid license or an active trial license are entitled to receive support from our technical support team. If you do not have an active paid license or trial, you can still access the knowledge base, community, and training guides to solve your issue.
  • Access our support portal [here]

Community Account Creation:

  • To use the Support Portal you will need to create an account on our Community (we recommend using your work email to create your account). Follow our guide on [how to register and login]
  • New to Lansweeper? Learn More: If you're new to Lansweeper and want to understand how to get support, check out our blog post that provides insights into contacting our support team.

 

27 REPLIES 27
Riley
Lansweeper Tech Support
Lansweeper Tech Support

Hi NorthShoreTechG

We apologize for the inconvenience caused by the Contact Administrator error last evening/this morning. The issue has now been resolved. Could you please verify if it is functioning correctly for your user?

mlenihan
Engaged Sweeper

I am trying to create a ticket but I get the message "

We are unable to match the email address you are currently logged in with a customer account in our systems. Please make sure that you are logged in with your business email address or contact our sales team via this link. "

The email address I am using matches the email that is on the configuration page for lansweeper and the one I used to purchase the licenses.  

Tiffany
Engaged Sweeper

Hello, I have an active license and I am trying to submit a ticket from the portal and it states it does not recognize my email. I cannot find any articles on this specific scenario. I am trying to do a bulk update of several assets. The Bulk Update fields do not list the fields I want to update, although those columns are on the custom view. How do I add Invoice Number, Purchase Date fields to the Bulk Update dropdown menu?

ErikT
Lansweeper Tech Support
Lansweeper Tech Support

@Tiffany 
This should be sorted now. You should have access to our Support Portal. Can you try again?

jaredvanrossum
Engaged Sweeper

I have registered an account with the account email address and it cannot find the license.  It is the email address we have our license associated with.

ErikT
Lansweeper Tech Support
Lansweeper Tech Support

@jaredvanrossum I'm sorry you are having issues logging a ticket. I have created an internal ticket and will reach out to you that way.

RWS
Engaged Sweeper

When I try to make a new case, it just takes me to the manage cases page. I cannot open a new case from that page.

ErikT
Lansweeper Tech Support
Lansweeper Tech Support

Hi there,

We apologize for any trouble you’ve had with submitting a ticket. We've checked your account but found no apparent issues that would block ticket creation.

Additionally, we impersonated your account and ran a check by accessing the Support Portal, which was completed without any issues.

We believe a caching issue is at play here.

If the problem persists, we recommend clearing your browser’s cache and cookies or trying a different browser or a private window. Should you require further assistance, please do not hesitate to contact us. Our team is committed to ensuring you a smooth and efficient support experience.

itkenyohk
Engaged Sweeper

Hi, we have used Lansweeper for a long time. I logged in to the new support portal without problems, and I am glad the support emails are mostly there, except some old ones.

For example, I have one case with the original case number [[LAN #816622]] and the subject "Error while editing email alerts". The case number in the new portal is 41407. I have attached a screenshot below:

2024-05-28 10_53_28-Clipboard.png

There is only one message. All replies, images and attachments are gone.

I have some more questions and suggestions:

  • I found that the earliest case is the one mentioned above. I cannot find any older cases in the portal. Is it possible to import all of them?
  • Are the cases visible by anyone with a valid community.lansweeper.com login using an email address with the same domain as mine, so that if my boss wants to review the cases he can register and login to the portal using his company email address?
  • I would like to have a better navigation. The current arrangement will make me go to the top page of the support portal instead of going back to the list of cases.
  • When going back to the list of cases by clicking the "Manage cases" link (or using the browser's back button) the list will always default to "open cases". I have to click once more every time to reveal the old cases. Please remember the status (i.e. the "Filters" as mentioned later) to eliminate the unnecessary clicks and loading times.
  • The list of cases is truncating the subjects. Please provide a popup that shows the full subject when mouse-over it.
  • Please re-arrange and rename the "Advanced search" to "Filters" and move the "All cases" etc. into "Filters" as filtering criteria of the case status. I think this will be easier to "remember" what filters the user is using by including the filters in the URL, and compatible with the browser's back button.
  • Please disable the "Export to CSV" button when there is no data. There is no reason to export "no data". Also, the button goes to the left when there are no pagination controls on the left.
  • On the support portal home page, the "Create case" and "Manage case" buttons are too small. Please combine them into one and make it bigger, as illustrated in the sample screen below (I just copied the "knowledge base" icon for example):
    2024-05-28 11_50_11-Window.png
    *Sample screen only. Not a real screenshot!*
    This is the current layout, FYI:
    2024-05-28 13_38_13-Window.png

Thank you and best regards,

Ken

Obi_1_Cinobi
Lansweeper Tech Support
Lansweeper Tech Support

Hello there!

We have forwarded your concerns and questions to our support portal admins, they will get back to you as soon as possible. You should also see the case we logged for this appear under your cases in the support portal.