How to generate a support package in Araneo

How to generate a support package in Araneo

To provide our users with the best possible support, we provide the possibility, in Araneo, to generate a support package containing a lot of relevant information on the health of your network.

Ideally, this would be the first step when you contact the Luminex support team about a network issue.

Here is how to generate this support package : 

1/ Click on the menu icon, at the top right of the Araneo window.


2/ Select "Support"


3/ Fill in the form


The company field is optional.
Please make sure your email address is correct as this is the only way we will have to contact you.
If you already have a ticket open for the same issue, please provide it in the "Ticket number" field. Otherwise, leave the field empty. A new ticket will be generated automatically upon reception.
Make sure the option to include support data is checked.
Click on "Continue"

4/ Once Ara neo is done generating the support file, click "Continue"


5/ You will see a summary of the form. After reviewing the info, you can click "Send"
You also have the option to keep a local copy of the support package on your computer.


You can also click on "back" if you need to modify some of the information.

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