This article is intended for registered NoMachine customers with a valid support option to assist them in the process of submitting their online support request.

In order for enquiries to be dealt with promptly and in a timely fashion, customers are kindly asked to use each enquiry for one specific request or issue. Enquiries containing more than one unrelated issue will not be rejected, but the team will consider the first issue reported as the valid topic of that specific enquiry. Customers will then be invited to open further tickets if necessary.

Before opening checklist:

- Have you gathered the following information as mentioned here?
  http://www.nomachine.com/AR08C00241

- In the case of a bug report, have you extracted the logs of the failed session?:
   https://www.nomachine.com/AR07K00677

Now you can open the enquiry:

Login to the Support Center

Point your browser to the following URL:

https://www.nomachine.com/support#login

Enter the customer id and password you received in the email sent by NoMachine at the time of purchase of the subscription or support option into the corresponding fields. The email is sent to the email address indicated by you (or who was responsible for the purchase) during the purchase procedure or on the purchase order.

Often, to proceed with the evaluation of the problem, it is required that users provide log files and other resources. You can submit these to us as attachments in an email directly to us. In this case, be sure the e-mail comes as a reply to the Support Enquiry notifications. The ID included in the subject of the e-mail is used by our staff to correlate the different follow-ups, and track the advance of the Support Enquiry.

If you have difficulties sending requests via the Support Center, please contact us quoting your customer ID, and our Support Team will be more than willing to assist you in how to get your specific enquiry opened to make sure that it goes through the correct website-based channels . The team will not respond to emails that request assistance for NoMachine issues or those that do not have a valid support ticket number unless specifically arranged with the team themselves.

Related article: http://www.nomachine.com/AR02G00528