Troubleshoot a HIPswitch by creating a support bundle

Creating a support bundle is one of several diagnostic tools that you can use to help our support staff assist in troubleshooting a HIPswitch. The Conductor offers several diagnostic capabilities and you can learn about the others by using the links near the bottom of this article.

Support bundles are encrypted files. For security purposes, only Tempered Networks can open them.
To create a support bundle:
  1. Log in to the Conductor with a system administrator or network administrator role account.
  2. Go to HIPswitches, open one from the list, and then open Diagnostics.
    Note: If a HIPswitch is offline, you can put it into diagnostic mode and download a support bundle. See Put a HIPswitch into diagnostic mode for more information.
  3. Create your HIPswitch support bundle by clicking Request a support bundle.
    Once the support bundle .pkg file has been created, you will be provided a download link to the file. A support bundle .pkg file is an encrypted archive that facilitates technical support by Tempered Networks only.
  4. Send the support bundle as an email attachment to support@tempered.io. A Tempered Networks support engineer will contact you when it is received.