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Getting Support

  5 minute read.

Last Modified 2022-10-12 11:49 -0400

There are several options to get support for your TrueNAS installation. TrueNAS SCALE users can engage with the TrueNAS community to answer questions and resolve issues. TrueNAS Enterprise hardware customers can also access the fast and effective support directly provided by iXsystems.

TrueNAS SCALE users are welcome to report bugs and vote for or suggest new TrueNAS features in the project Jira instance. Have questions? We recommend searching through the software documentation and community resources for answers.

Using the TrueNAS Community

The TrueNAS Community is an active online resource for asking questions, troubleshooting issues, and sharing information with other TrueNAS users. You must register to post. We encourage new users to briefly introduce themselves and review the forum rules before posting.

Community Resources are user-contributed articles about every facet of using TrueNAS. They are organized into broad categories and incorporate a community rating system to better highlight content that the whole community has found helpful.

Using TrueNAS Social Media

You are always welcome to network with other TrueNAS users using the various social media platforms!

GeneralSettingsSCALESupport

Adding a License

For users with a valid TrueNAS license, click Add License. Copy your license into the box and click Save.

GeneralSettingsSCALESupportLicenseEntry

You are prompted to reload the page for the license to take effect, click RELOAD NOW. Log back into the WebUI where the End User License Agreement (EULA) displays. Read it thoroughly and completely. After you finish, click I AGREE. The system information updates to reflect the licensing specifics for the system.

GeneralSettingsSCALESupportLicenseComplete

Silver and Gold level Support customers can also enable Proactive Support on their hardware to automatically notify iXsystems if an issue occurs. To find more details about the different Warranty and Service Level Agreement (SLA) options available, see iXsystems Support.

When the system is ready to be in production, update the status by selecting This is a production system and then click the Proceed button. This sends an email to iXsystems declaring that the system is in production.

While not required for declaring the system is in production, TrueNAS has an option to include a initial debug with the email that can assist support in the future.

Filing a Ticket

TrueNAS SCALE users are encouraged to report bugs and to vote for or suggest new TrueNAS features in the project Jira instance. Have questions? We recommend searching through the software documentation and community resources for answers.

If you encounter a bug or other issue while using TrueNAS SCALE, use the File Ticket option on the System Settings > General screen to create a bug report in the TrueNAS Jira Project. The web interface provides a form to report issues without logging out and that prompts you to provide the information and attachments we need to assist users.

At present, all Jira tickets are marked as iX Private to safeguard user personal and private data, so it is not possible to search the project first to see if another user already reported the issue.

You must have a Jira account to create a bug ticket.

To report an issue using the web interface, go to System Settings > General and click File Ticket to open the File Ticket form.

GeneralSettingsSCALESupportJiraTicketCreate

Click Login to JIRA and enter your credentials in the fields provided. After logging in, select Allow to give TrueNAS read and write access to your data on the Jira site. A token is added to the OAuth section of this form.

GeneralSettingsSCALESupportJiraLogin

GeneralSettingsSCALESupportJiraLogin2

After logging into Jira, select either Bug or Feature as the Type of ticket to create, then choose the appropriate Category for your request.

Attach a debug file to all bug tickets. Click Attach Debug to give the TrueNAS Team pertinent information about the system and what could be causing any issues. If the debug file is too large to attach to your ticket, the following displays:

GeneralSettingsSCALEJiraTicketDebugToLarge

Provide a brief summary of the issue in Subject. Enter much details about the issue as possible as the reason for submitting the ticket in the Description field. Attach any applicable screenshots and click Save.

GeneralSettingsSCALEJiraTicketCompletion

After the ticket generates, you can view it by clicking the link provided in the WebUI.

GeneralSettingsSCALEJiraTicketLink

Using Proactive Support

Silver/Gold Coverage Customers can enable iXsystems Proactive Support. This feature automatically emails iXsystems when certain conditions occur in a TrueNAS system.

To configure Proactive Support, click the Get Support dropdown and select Proactive Support.

GeneralSettingsSCALEProactiveSupport

Complete all available fields and select Enable iXsystems Proactive Support if it is not check-marked, then click Save.

GeneralSettingsSCALEProactiveSupportForm

Contacting iXsystems Support

Customers who purchase iXystems hardware or that want additional support must have a support contract to use iXystems Support Services. The TrueNAS Community forums provides free support for users without an iXsystems Support contract.

Contact Method Contact Options
Web https://support.ixsystems.com
Email support@ixsystems.com
Telephone Monday - Friday, 6:00AM to 6:00PM Pacific Standard Time:

US-only toll-free: 1-855-473-7449 option 2
Local and international: 1-408-943-4100 option 2
Telephone After Hours (24x7 Gold Level Support only):

US-only toll-free: 1-855-499-5131
International: 1-408-878-3140 (international calling
rates apply)

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