What Information Should I Provide when Requesting Technical Support?

Owned by IT-ADMIN G (Deactivated)
Last updated: Nov 30, 2022 by Chris Barton
2 min read

Model number:

Find the model number on the unit label located on the bottom of most products, on the unit box, or on the side of the chassis. 

Description of the problem or question:  

When reporting a problem, try to use the PSEA format (Problem, Steps, Expected Results, Actual Results).

PROBLEM:

State the problem (as it would be observed from the user's perspective, if applicable).

STEPS:

List the step to reproduce the problem. Include a starting point (for example: Step 1, "From a Windows 10 machine, with a USB-keyboard Minimag attached to the USB port," and continue the description from there).

EXPECTED RESULTS:

State the expected or desired results.

ACTUAL RESULTS:

State what actually happened instead of the expected/desired results.

Contact information:

  • Your name (required)
  • Email address (required)
  • Company name  (optional)
  • Phone number (optional)
  • Time zone (our support team is in California - Pacific Time Zone) (optional)


Open a support case in our Customer Service Portal

Or simply send an e-mail to: support@idtechproducts.com

Other things that can be extremely helpful:

  • Screenshots
  • Videos
  • Log files
  • Software and firmware versions (if applicable)
  • Host device model number (critical if it's a mobile device)