---
title: "Submitting a Technical Support request to Pharos Systems Technical Support"
slug: "submitting-a-technical-support-request-to-pharos-systems-technical-support"
updated: 2024-04-02T17:23:02Z
published: 2024-04-02T17:23:02Z
canonical: "kb.pharos.com/submitting-a-technical-support-request-to-pharos-systems-technical-support"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.pharos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Submitting a Technical Support request to Pharos Systems Technical Support

### **How to Submit a Support Request**

---

First, login to create your Support case.

- Login and click on [Contact Support](/s/support)

***The remainder of this document describes the information that we need from you when you submit a support request. Pharos Technical Support wants nothing more than to resolve your issue quickly and to your complete satisfaction. The more information you supply at the outset, the better our ability to do that.***

### **Contact Information**

Please provide the following information so that it's as easy as possible for us to get in touch with you:

- Your full name
- Name of your organization
- Your e-mail address
- Your phone number

### **Problem Description**

Describe the problem you are experiencing in as much detail as possible. If possible give a step-by-step example of what happened.

- When did the problem start (date and time)?
- How often does it occur?
- Where does the problem occur (Pharos components, physical locations)?
- Before the problem occurred, were any changes made to:
  - Pharos components (configuration, hot fixes, additions)
  - Operating systems (service packs, etc.)
  - Hardware (computers, printers, etc.)
  - Network (domain changes, firewalls, routers, etc.)

Hardware-Specific Information:

- Type of component involved
- Fault description
- If Omega PS terminal, provide serial number

### **Gathering information about related errors**

Look in the following locations for any errors related to the problem you are experiencing:

- Uniprint: Pharos Alerts (see Pharos Administrator > System > Alerts)
- Blueprint: Messages (see Blueprint Administrator > Dashboard > Messages)
- Windows Event Viewer (export and send logs if necessary)
- Errors that pop up on the PC screen (screen shots are helpful)
- Log files for the various affected Pharos components:

- [Pharos Blueprint Server Logging](/v1/docs/how-to-enable-server-debug-level-logging-for-pharos-blueprint-enterprise)
- [Pharos Blueprint Tracker Logging](/v1/docs/how-do-i-use-the-print-scout-or-tracker-diagnostic-tool-called-diagtoolexe)
- [Pharos Uniprint Logging](/v1/docs/logging-uniprint-server-components-with-the-pharos-logsetter-utility)
- [Pharos Omega and iMFP Logging](/v1/docs/how-do-i-enable-logging-on-a-pharos-omega-or-imfp-terminal)

### **Site Information**

Here is a list of additional information that would be very helpful to us:

- Your Site Code (see below for help in finding this information)
- Pharos software installed (Uniprint, Signup, Off-the-Glass, Blueprint Enterprise)
- Pharos software version
- Pharos Server operating systems
- Client operating systems
- SQL Server version
- Other relevant components (e.g. Pharos Scripts, Gateways)

Site Code and Version Information

- [Pharos Systems Uniprint Suite](/v1/docs/uniprint-suite-locating-the-version-and-site-code)
- [Pharos Systems Blueprint Enterprise](/v1/docs/pharos-systems-blueprint-enterprise-locating-the-product-version-and-site-code)

## Related

- [Pharos Systems Technical Support Hours of Operation](/pharos-systems-technical-support-hours-of-operation.md)
- [Pharos Support Hours and Contact Information](/pharos-support-hours-and-contact-information.md)
- [Requesting a Subject Alternate Name (SAN) Certificate from Pharos Systems Technical Support](/requesting-a-subject-alternate-name-san-certificate-from-pharos-systems-technical-support.md)
- [Pharos Product Life Cycle Support Policy](/pharos-product-life-cycle-support-policy.md)
- [Pharos Systems Client Software Support for Microsoft Windows 7](/pharos-systems-client-software-support-for-microsoft-windows-7.md)