Docs / Troubleshooting / Getting Help

Getting Help

If you've worked through the troubleshooting guides and still need assistance, this article explains how to get help effectively.

Before Contacting Support

To help resolve your issue quickly, gather the following information before reaching out:

Document the Issue

  • What happened? - Describe the problem clearly
  • When did it start? - Note the date and time
  • What changed? - Any recent updates, changes, or new configurations
  • Error messages - Copy the exact error text
  • Steps to reproduce - List the actions that cause the issue

Collect System Information

For endpoint issues, gather:

  • Operating system and version
  • Agent version (found in endpoint details)
  • Server version (found in Configuration Settings)
  • Browser type and version (for dashboard issues)

Gather Log Files

Relevant logs help diagnose issues faster.

Linux/macOS agent logs:

sudo cat /var/log/zen-update-agent.log > agent-log.txt

Windows agent logs (PowerShell):

Get-Content "C:\ProgramData\ZenUpdate\logs\agent.log" > agent-log.txt

Information to Provide

When contacting support, include:

  1. A clear description of the issue
  2. The exact error message (if any)
  3. Steps to reproduce the problem
  4. When the issue started
  5. Any recent changes to the system
  6. Relevant log files
  7. Screenshots (if applicable)

Self-Service Resources

Before contacting support, check these resources:

  • Documentation - Review the help articles for your issue
  • Agent Commands - Use the troubleshooting commands to diagnose
  • Error Messages - Look up the error in the error messages guide
  • Dashboard Logs - Check the audit log for recent changes

Contact Your Administrator

For most issues, your first point of contact should be your ZEM Cloud administrator. They can:

  • Check your user permissions and role
  • Review server-side logs
  • Verify configuration settings
  • Escalate to Zeniar support if needed

Zeniar Support

If your administrator cannot resolve the issue, they can contact Zeniar support:

  • Email - support@zeniar.com
  • Response Time - Within 1 business day for standard issues

When contacting Zeniar support, please include:

  • Your organisation name
  • ZEM Cloud server URL
  • Subscription/licence details
  • All information gathered above

Reporting Bugs

If you believe you've found a bug in ZEM Cloud:

  1. Document the exact steps to reproduce the issue
  2. Note the expected behaviour vs actual behaviour
  3. Collect any relevant error messages or logs
  4. Report through your administrator to Zeniar support

Feature Requests

Have an idea for improving ZEM Cloud? We welcome feedback:

  • Describe the feature you'd like to see
  • Explain how it would help your workflow
  • Submit through your administrator to Zeniar