How to open a good ticket

Castreon support works through tickets, from your castreon.net account (Support → New ticket). A well-written ticket gets an answer faster, because we do not need to ask you for details.

What to write

1. The license concerned (for example CTR-XXXX-XXXX) — you pick it from the list when creating the ticket.
2. What happened, short and concrete: “channel X restarts every 2 minutes since 14:20”, not “it doesn't work”.
3. What you have already tried.
4. What changed recently: an update, a new profile, a new source, another server.
5. The approximate time of the problem (with the time zone).

What to attach

• A screenshot from the panel (the channel page, Dashboard or DVB adapters).
• The last lines of the channel Log (the Log tab on the channel page) — copied as text.
• For server problems, the service log:

sudo journalctl -u castreon --since "1 hour ago" --no-pager > castreon-log.txt

What NOT to send

• Passwords of the panel, the server or your castreon.net account — we will never ask for them.
• The install command of a license.

Category and priority

Choose the right category (technical, billing, license) and the real priority: urgent only when channels are down in production. You get the answer on the ticket and see it immediately in your account.