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Getting Support

  3 minute read.

About TrueNAS Support

TrueNAS Enterprise

Enterprise TrueNAS hardware customers with support contracts can contact iXsystems Support using either the Commercial Support option on the top header of the TrueNAS Documentation Hub website, or through one of the contact options listed below.

Contacting iXsystems Support

Customers who purchase iXsystems hardware or that want additional support must have a support contract to use iXsystems Support Services. The TrueNAS Community forums provides free support for users without an iXsystems Support contract.

iXsystems Customer Support
Support Portalhttps://support.ixsystems.com
Emailsupport@ixsystems.com
Telephone and Other Resourceshttps://www.ixsystems.com/support/

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

Support Widget
Figure 1: Support Widget

Non-Enterprise TrueNAS customers experiencing software bugs or instability can try to find answers in the various community forums, or they can file an issue ticket through the Jira ticket reporting system for TrueNAS (details).

When reporting an issue, download a system debug file taken immediately following the issue occurrence. This captures the system configuration information and logs iXsystems needs to help resolve your issues.

How to download a debug file

On TrueNAS systems, go to System > Advanced Settings, then click Save Debug and wait for the file to download to your local system. Generating the debug file might take a few minutes to complete. After that, it downloads to your system.

To generate a debug from the TrueNAS CLI, enter system debug > debugname.tgz, replacing debugname with your chosen filename. You must use SFTP or a similar method to connect to TrueNAS and download the file from the /home/username location, replacing username with the account name that generated the debug. SFTP Example:

PS C:\Users\tester> sftp admin@exampletruenas.net
Connected to exampletruenas.net.
sftp> cd /home/admin
sftp> get testdebug.tgz
Fetching /home/admin/testdebug.tgz to testdebug.tgz
/home/admin/testdebug.tgz						100% 7110KB	4.1MB/s	00.01
sftp> exit

Upload this debug to the private attachments area using the link provided when you open a Jira ticket. After uploading the file, link the attachment to the Jira ticket number before you click Save.

Support is also available through the TrueNAS community forums, blog, and Discord. These options are accessible on the top header of the TrueNAS Documentation Hub website and from the links at the bottom of all articles.

Using the TrueNAS Community

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.

Using TrueNAS Social Media

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