How do I report a problem?

In most cases, the support team needs log files to analyse a problem. This article describes how to simplify and accelerate the analysis of the problem.

NOTE: Always make all log files available to the support team. The log files listed in the respective dialogue may not be sufficient to analyse the problem.

What information does the support team need?

Description of the problem Brief description of the problem and how it manifests itself:

Message tracking details In the event of delivery problems, these can be exported as follows:

1. Go to Monitoring > Message tracking.

2. Click on the relevant entry.

3. Click Download at the bottom left of the new window.

4. Send us the message track,

• Alternatively, you can open the message track in a new tab at the top right and then make this link available to our support team.

• If no message track can be found in the message tracking, you can still help the support team to analyse it as follows:

  • Send us the NDR.

  • Provide information on the sender and recipient of the email.

  • Specify when and from which IP the email was sent.

  • Add any other information and/or screenshots that describe the problem.

Further information about our support can be found under Support.