Create a support request

Open Information → Create support request. The wizard guides you through describing the problem, reviewing files, choosing a ticket and finishing the request. You need internet access and a Delorion Support account associated with your organization.

You control which files are shared. Signing in does not upload them. Continuing from the Ticket step sends the approved files and prepares a draft; the ticket is not created or updated until you submit it in the browser.

Describe the problem

1. Enter a specific Subject and Description. Explain what you tried, what you expected, what happened and how to reproduce it. Include the exact message where possible.
2. Choose When did this happen? so the wizard can find relevant archived logs. The current application and exception logs may also be offered; the time selection does not trim every file to that period.
3. Review Product version and System details. The version is filled in automatically; you can edit the system details included with the request.
4. For slow startup or system loading, select This is a startup or loading issue — include the performance report. This includes files from the latest available report; it does not start a measurement. If necessary, capture a loading report first.
5. Choose Review files.

Use at least three characters for the subject and ten for the description. Do not enter passwords, license keys or authentication material in the problem description.

Describe the problem and choose whether to include an existing performance report.

Review and approve the files

Select each file to inspect File preview, its source, size and reason for inclusion. Use the Send checkbox to exclude a file. The suggested files can include application logs, an exception log, a generated version/environment summary and the performance files you requested.

• Add file… lets you attach a screenshot or another supported file. A file you add is selected for sharing automatically; review it before continuing.
• Logs are copied and compressed before upload. The preview shows the prepared copy, not a live view of the original log.
• Text and archive previews can be truncated. A short preview does not mean only that excerpt will be uploaded. Inspect the complete original before adding it if you cannot approve its full contents.
• Binary files, including screenshots and PDFs, do not have a full visual preview in this window. Open and check them separately before adding them.

Logs can contain usernames, system names, paths and other confidential details. The generated summary’s privacy precautions do not redact arbitrary logs or files you add. Do not attach a whole application-data folder, credential files or workbooks containing user passwords.

Leave at least one suitable file selected; the generated summary can be used when no existing logs are available. Keep within the limits shown by the application. If a selection is too large, exclude unrelated files or prepare smaller, relevant attachments without removing the evidence needed to explain the problem.

Select I have reviewed these files and agree to share them with Support, then choose Sign in to Support. Adding a file or changing the selection clears approval, so review and approve again. Going back to Describe and continuing rebuilds the file list; recheck any manually added files.

Review the selected files and approve sharing before signing in. Approval is not ticket submission.

Sign in and choose a ticket

The default browser opens for sign-in. Use the account known to Delorion. If you need to register, complete registration and email verification in the browser, then return to the wizard and resume sign-in. After the browser confirms sign-in, return to userXpress; that confirmation does not mean a ticket was submitted.

Choose one of these options:

• Create a new ticket uses the subject and description you entered.
• Add to an existing ticket lists recent userXpress tickets for your organization. Select the intended ticket and check its reference, subject and status. The request becomes a public update on that ticket, not a private note. Use Refresh tickets if needed.

Choose Continue to create ticket or Continue to update ticket. For an existing ticket, confirm the target in the additional confirmation dialog. Approved files are sent after this step.

If the required ticket is not in the recent list, check it in the support portal. Do not choose a different ticket merely to continue.

Finish in the browser

Watch the final step for each file’s progress. When preparation completes, the support review page opens in your browser. You can reopen it with Review & create ticket or Review & update ticket while the wizard remains open.

Review the destination, description and attachments in the portal, then choose Submit there. Check the portal’s result and ticket reference before treating the request as submitted. Closing the desktop wizard, finishing sign-in or seeing files marked Ready is not a substitute for that final confirmation.

If you cannot continue

Create support request is disabled. Check the button’s tooltip for details. Open the Delorion support portal directly and include that message when requesting help.

Sign-in was cancelled or did not return to the app. Keep the wizard open, finish any browser registration/verification, then choose Sign in to Support or Resume sign-in as offered. If it still fails, check your internet connection and contact Support with the error message. Do not disable security controls just to continue.

The file step will not advance. Select at least one file, resolve size/count errors and approve the current selection. A change to the files requires renewed approval.

No performance report is available. Complete a diagnostic run before preparing a new request, or leave the performance option off and describe the loading problem with the available logs.

Preparation failed before file upload. The wizard returns to the ticket step and reports that no files were sent. Check the error before trying again.

An upload failed or was cancelled. Some files may already have arrived. Follow the displayed instruction to close the wizard and start a new request; do not assume cancellation removes uploaded data. Check the portal before submitting again to avoid duplicate tickets or updates.