Skip to main content

Checklist: Complete Support Request

Support Request (Checklist)

This checklist helps you create a complete support request. This allows our support team to quickly understand and resolve your issue.

Project Data​

Project name: _________________________________

Contact person: _________________________________

Customer number: _________________________________

Order no.: _________________________________

Location: _________________________________

Address: _________________________________

Date: _________________________________

Version: _________________________________

Additional notes: _________________________________

Preparations​

  • Email access prepared; attachments (images/videos/analysis) ready to collect.
  • Access to affected devices/system available (serial numbers, firmware status retrievable).
  • If multiple devices: narrow down affected part (ideally test with a single device).
info

To create a support ticket, please send us an email to support@kentix.com. This will automatically generate a support request with ticket number in our system.

Steps​

1. Choose meaningful subject​

  • Formulate short, precise title (e.g. "MultiSensor-LAN-BLE not providing sensor values").

2. Name affected devices​

  • Specify device type and exact model designation (e.g. "DoorLock-DC-Pro BLE", "AccessManager KXP-2-RS", "SiteManager V2").
  • Note serial number(s) of affected devices.

3. Specify firmware version​

  • Provide firmware version of system/devices.

4. Write error description​

Describe the behavior as specifically as possible:

  • What happens, what did you expect?
  • How often does the problem occur?
  • Since when does the problem occur? Sporadically or reproducibly?
  • If reproducible: Which steps reliably lead to the error?

5. Document measures already taken​

List what has already been tried:

  • Restart of device/system
  • Re-teach/Teach-In
  • Reset (factory settings) or relevant configuration changes
  • Power cycle
  • Replacement of cables/power supply/PoE port

6. Update history (if relevant)​

  • Was an update performed recently?
  • From version → to version (e.g. 8.4.9 → 8.5.5)

7. Attach system analysis​

  • Create and attach system analysis of affected device.
  • Notes:
  • An analysis can be started from both the main device (AlarmManager/SiteManager) and satellites.
  • Important example: For a wall reader issue, we need the system analysis of the AccessManager.
  • For large systems: Additionally provide name or serial number of relevant device in the request so we can find it quickly in the analysis.
tip

A system analysis can be started with 0 minutes runtime and runs until manually stopped. Ideal for sporadic problems: Start analysis, provoke/wait for problem, then stop analysis and attach the file.

8. Attach media and documents​

  • Short videos or photos (e.g. LED signaling on DoorLock)
  • Delivery note or invoice number (helps with type identification)

9. Additional notes​

  • Other anomalies (e.g. alarms, connection losses, time deviations)
  • Does behavior occur at specific times/conditions (temperature, network load, access load)?
  • KentixONE Online Service: Provide KentixONE license key.

Troubleshooting / Notes​

  • Incomplete information leads to follow-up questions and delays processing. Use the above checklist before sending.
  • If multiple devices are involved: If possible, test with a single device to narrow down the source of the error.

Appendix (to fill out)​

Ticket Cover Sheet​

FieldValue/Note
Subject/Title
Contact/Company
Callback number/Email
Location/System
Date of report

Device Data​

Device (Type/Model)Serial NumberFirmware VersionLocation/Comment

Error Description (Brief)​

  • Expected behavior: _________________________________
  • Observed behavior: _________________________________
  • Frequency/Since when: _________________________________
  • Reproducibility/Steps: _________________________________

Already performed​

  • Restart
  • Teach-In
  • Reset/Config adjustment
  • Power cycled
  • Replaced cable/power supply/PoE port

Update History (if relevant)​

  • From: __________ → To: __________ (Date: __________)

Attachments​

  • System analysis
  • Images/Videos
  • Delivery note/Invoice number
  • Additional protocols/logs