Frequently Asked Questions / Anveo Web Portal / How Do I Prepare A Support Request?

How Do I Prepare A Support Request?

If you have any issues with your Anveo Mobile App or Anveo Web Portal, we are looking forward to help you.

Please find some tips here how to optimize your support request.

1. Search in the Knowledge Base

We have already put together a lot of typical installation and configuration issues in moderated articles in the knowledge base.

Please try to search using your error message.

2. Prepare A Support Request

If you cannot find any help in our knowledge base, please prepare an e-mail with detailed information about your issue. This includes:

Microsoft Dynamics Version

Examples: 2009 R2 Classic Client, 2013, 2013 R2, 2015 or Business Central Release October 2018 “On-Premises”

Anveo Product and Version

Examples: Anveo Mobile App 10 or Anveo Web Portal 8

Device Model and Version Or Browser Used?

Examples: iPhone with version 10 or Samsung Galaxy Tab or browser Google Chrome Version 11

Your Own Solution Or Anveo Solution?

Are you having problems with your own, customized solution or with our Anveo core installation and base application?

Screenshots, Code and Clickpath

Please provide detailed information about your problem including screenshots of the error message, configuration settings and/or code.
If you can reproduce the problem, please also provide a clickpath (if applicable).

Create Anveo Log Files

Activate Anveo Server Logging and re-run your task. Please zip these files and send them via e-mail with your support request.

Activate Server Logging in Anveo Client Suite Setup.

Set Logging Level in Anveo User to Debug.

You will find log files in the Logging Folder defined in Anveo Client Suite Setup. Make sure all users have full write rights to this folder and the folder is located on the Microsoft Dynamics NAV web services server.

A New Problem?

Is this a new problem? Or did it already work in the past?

Please send this information via to [email protected]. We will automatically create a ticket for you and review your case asap.