Getting Support

How to find help or contact iXsystems for support.

  7 minute read

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

Support in TrueNAS CORE

There are a number of resources available to TrueNAS CORE users for answering usage questions or troubleshooting system configurations. It is always recommended to search through the software documentation and community resources for answers to these questions.

Users are also welcome to report bugs and vote for or suggest new TrueNAS features in the project Jira instance.

iX Community

The iXsystems Community is an active online resource for asking questions, troubleshooting issues, and sharing information with other TrueNAS users. Registering is required for posting. New users are encouraged to briefly introduce themselves and review the forum rules 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.

Social Media

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

Reporting a Bug

If you encounter a bug or other issue while using TrueNAS, you can create a bug report in the TrueNAS Jira Project from the TrueNAS web interface. It is recommended to search the project first to see if the issue has already been reported. You will need to create a Jira account before creating 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. Debug files are always attached to the ticket privately and are deleted when the ticket is resolved.

Keep the Subject brief and informative. Having a short, descriptive subject allows the community to better find and respond to your issue. The Description should contain more details about the problem. It is recommended to keep the description less than three paragraphs and include any steps to reproduce the issue or error.

Web Console Log

A web console log can help to diagnose problems with the user interface. To save the log before adding to a bug report, you will need to copy the log to a simple text file. The procedure varies slightly depending on the web browser you are using.

Firefox

Open the web console by clicking Web Developer > Web Console or by pressing Ctrl+Shift+K.

In the upper right, set Persist Logs.

Click (Settings). In the Web Console section, set Enable timestamps. Click the Console tab or press Ctrl+Shift+K to switch to the console window.

Leave the console open and perform the action that encounters problems.

Right-click in the console window. Choose Export visible messages to clipboard.

Open an editor, paste the clipboard, and save to a file called console.log.

After saving the file, go back to the console with Web Developer > Web Console or by pressing Ctrl+Shift+K.

In the upper right, unset Persist Logs.

Chrome

Open the console by clicking More Tools > Developer tools or by pressing Ctrl+Shift+I.

Click and set Preserve log.

Click Settings > Preferences. In the Console section, set Show timestamps. Close the Preferences window.

Leave the console open and perform the action that encounters problems.

Right-click in the console window. Choose Save as… and save to a file called console.log.

After saving the file, go back to the console with   More Tools > Developer tools or by pressing Ctrl+Shift+I. Click   and unset Preserve log.

New Features

Want to see a new feature added to TrueNAS? You can see and vote for community proposed features in the TrueNAS Jira project and make your own feature suggestions. To see the list of features that have been proposed by the community, go to the TrueNAS Jira project and search for open suggestions. If you find a suggestion that you would also like to see implemented, open that ticket and click Vote for this issue in the People section of the ticket.



To suggest a new feature, go to https://jira.ixsystems.com/projects/NAS/, log in to your Jira account, and click Create.



Enter a brief Summary and describe the new feature you’d like to see added to the software. After your feature suggestion is created, it will move to the Gathering Interest stage, where the rest of the community can review and vote for the feature. When enough interest has been shown, the TrueNAS Release Council will review the suggestion for feasibility and find where to add the feature in the software roadmap.

Support in TrueNAS Enterprise

In addition to all the TrueNAS CORE support options, TrueNAS Enterprise customers who purchase hardware from iXsystems can contact iXsystems for support if an issue occurs with the system. 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/. To purchase support for your iXsystems TrueNAS Enterprise hardware, please call 1-855-GREP-4-IX (US Toll Free) or 1-408-943-4100.

Configuring Proactive Support

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 iXsystesms 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.

Filing a Support Ticket

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



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.

Attaching a debug and screenshots are always recommended to help speed up diagnosing and resolving the issue. It is also helpful to have an informative Subject and Description that briefly describes the problem and if there any steps to reproduce the issue.

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 new ticket is created, the URL is shown for viewing or updating with more information. An iXsystems Support account is required to view the ticket. Click the URL to log in or register with the support portal. Use the same e-mail address submitted with the ticket when registering.

TrueCommand Help Desk & Support

Business hours: 6:00AM to 6:00PM Pacific Time, Monday – Friday, excluding holidays.

To find more details about the different Warranty and Service Level Agreement (SLA) options available, see TrueCommand Support. To purchase support, please call 1-855-GREP-4-IX (US Toll Free) or 1-408-943-4100.

Contacting iXsystems Support

Contact MethodContact Options
Webhttps://support.ixsystems.com
Emailsupport@ixsystems.com
TelephoneMonday - Friday, 6:00AM to 6:00PM Pacific Standard Time:

US-only toll-free: 855-473-7449 option 2
Local and international: 408-943-4100 option 2
TelephoneAfter Hours (24x7 Gold Level Support only):

US-only toll-free: 855-499-5131
International: 408-878-3140 (international calling
rates will apply)

Last modified October 30, 2020: Update support.md (0bd99df8)