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Before you contact support: Gather key information

Before contacting MPI Cloud for help with your WMS or MES, you can help us by gathering information about your issue.

Tip: If your organization or company has a Help Desk, ask them to help you gather information and details from your users.

1

Gather Information

Have these details ready when you contact support:
  1. Description of the problem and your expectations if things were working properly. In addition to what isn't working, it's helpful for us to know what's actually happening
  2. Description of the steps to reproduce the problem, including date, time, time zone when the problem occurred (helpful for searching our logs), and any troubleshooting steps taken
  3. Whether the problem is consistent or intermittent and reproducible on a different device, or operating system.
  4. Legible screenshots showing the full exact error message or condition.
  5. Affected usernames and, if applicable, MPI product and version
  6. Types operating system, and running extensions, including internet security, firewall, anti-virus, or pop-up blocking software
2

Contact Support

  1. If support requests any additional information, attach it to the response email.
  2. You can attach files up to 25 MB to the email. Compress and split larger files.
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Seek assistance from our consultants for any help or support you may need.
If a screenshot can illustrate the difficulties that arise, please attach it.
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