Getting Support

There are several options to get support for your TrueNAS installation. TrueNAS CORE users can engage with the TrueNAS community to answer questions and resolve issues. TrueNAS Enterprise hardware customers can also access the fast and effective support directly provided by iXsystems.

TrueNAS CORE users are welcome to report bugs and vote for or suggest new TrueNAS features in the project Jira instance. Have questions? We recommend searching through the software documentation and community resources for answers.

If you encounter a bug or other issue while using TrueNAS, create a bug report in the TrueNAS Jira Project. The web interface provides a form to report issues without logging out. We recommend searching the project first to see if another user already reported the issue. You must have a Jira account to create a bug ticket.

To report an issue using the web interface, go to System > Support.

Enter your Jira Username and Password to verify your account credentials and unlock the SUBMIT button. The Category dropdown has a large number of options. Choose the category that best fits where you encountered the issue.

Attaching a debug file or screenshot to your bug ticket is generally recommended to help speed up the response and find the bug. TrueNAS attaches debug files to the ticket privately and deletes them when the ticket resolves.

Keep the Subject brief and informative. Having a short, descriptive subject allows the community to easily find and respond to your issue. The Description should contain more details about the problem. We recommend keeping the description less than three paragraphs and including any steps to reproduce the issue.

Want to see a new feature added to TrueNAS? You can see and vote for community-proposed features in the TrueNAS Community Forum Feature Requests category. This is the place to suggest improvements and feature functionality to be considered for addition to the TrueNAS development roadmap.

Submitting and Voting for Requests

A TrueNAS forums account is required to submit or vote for feature suggestions.

To submit a new feature request, click New Topic in the top right of any forum screen Enter a title that describes the requested improvement or new functionality. Change the category tag to Feature Requests. The body of the post populates a template. Describe the Problem/Justification, Impact, and provide User Story for your request. Click Create Topic to submit the request.

To vote for a feature request, open that thread then click Vote at the top left corner, next to the title.

Each forum user can cast a limited number of votes for items at any given time. The higher your trust level, the more votes you can cast. The number of votes based on trust level is as follows:

Trust Level	Votes
0	2
1	4
2	6
3	8
4	10

Votes on a topic are kept until either you remove the vote manually or the topic is closed. Topics are closed periodically after they are reviewed and either accepted or rejected based on their merit and feasibility.

What is a good feature request?

Before creating a new feature request, it is important to take some time to think through the implementation and user story. A good feature request includes details about the functionality requested, if it involves a UI component, and a detailed user story describing how a TrueNAS user might interact with the proposed feature.

What is a bad feature request?

Items which are completely unrealistic (i.e. Can you base TrueNAS on Windows) or feature requests which are outside of the scope of typical NAS functionality (i.e. I want a full desktop with Gnome on TrueNAS).

The TrueNAS Community is an active online resource for asking questions, troubleshooting issues, and sharing information with other TrueNAS users. You must register to post.

We encourage new users to briefly review the forum rules and helpful tips before posting.

Community Resources are user-contributed articles about every facet of using TrueNAS. They are organized into broad categories and incorporate a community rating system to better highlight content that the whole community has found helpful.

You are always welcome to network with other TrueNAS users using the various social media platforms!

• Reddit
• Twitter
• LinkedIn
• Facebook

In addition to all the TrueNAS CORE support options, TrueNAS Enterprise customers who purchase hardware from iXsystems can receive assistance from iXsystems if an issue occurs.

Silver and Gold level Support customers can also enable Proactive Support on their hardware to automatically notify iXsystems if an issue occurs. To find more details about the different Warranty and Service Level Agreement (SLA) options available, see https://www.ixsystems.com/support/.

Once the system is ready to be in production, update the status by checking the This is a production system checkbox and click the Update Status button. This will send an email to iXsystems declaring that the system is in production. TrueNAS has an option to include a debug with the email that could assist support in the future.

Proactive Support notifies iXsystems by email whenever hardware conditions on the system require attention. This feature is available to iXsystems Silver and Gold Support customers.

Be sure to add valid email addresses and phone numbers for the contacts to be quickly notified of any issues.

You can also toggle automatic iXsystems support alerts in the system console menu (/etc/netcli in the Shell). Failover must be disabled in TrueNAS High Availability systems before this option can be toggled. To administratively disable failover in the web interface, go to System > Failover.

TrueNAS Enterprise customers can file tickets directly with iXsystems Support by going to System > Support.

Be sure to enter a valid Email and Phone number. iXsystems Support uses this information to quickly respond to and resolve the issue. You can also indicate the system’s current use and identify how critical the issue is to system usability.

We recommend always attaching a debug and screenshots to help speed up diagnosing and resolving the issue. An informative Subject and Description that briefly describes the problem and if there are any steps to reproduce the issue is also helpful.

Clicking SUBMIT generates and sends the support ticket to iXsystems. This process can take several minutes while information is collected and sent. TrueNAS sends an email alert if ticket creation fails while Proactive Support is active.

After the creating the new ticket, TrueNAS displays the ticket URL for viewing or updating with more information. You must have an iXsystems Support account to view the ticket. Click the URL to log in or register with the support portal. Use the same email address submitted with the ticket when registering.

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