The option to create a support discussion on this website seems to have been replaced with the “Get Help” button. I don’t have a problem with this per se, especially if it helps out those who may not have the skills to create topics etc., however I created an item using this “service” and have heard nothing. No emails, no “topics created in my name”, no notifications; at this stage I don’t even know if the system worked and my message got though.
Meanwhile my server is stuck constantly polling my library for no reason to a point where I have shut down the Roon server to save the strain on the network.
Call me cynical, but this just seems like a way to not support people and hide issues with the system, all with no recourse because there seems to be no evidence that I ever put in a request.
I can’t see it either, I’d say the support request / ticket was not created. I would recommend resubmitting, when successfully submitting you will get an email confirmation and a topic created in Support.
The rest of your comments are unfounded conjecture, but I appreciate you’re frustrated … I can only suggest re-submitting a support request and make sure it’s completed fully.
@Carl - I’ve seen more than a handful of cases where users think they’ve created a support ticket, but haven’t. Either the process is so unclear that people are getting it wrong, or something is actually (sometimes) not working. Do you know if it’s being actively investigated?
So have I, which prompted me to create some “test” support requests to check out the process first hand and it seemed ok to me … but it still could be that something in the process is tripping up reporters or a technical issue. That said given the number of tickets that are successfully created I suspect it’s more down to human factors / workflow than technical.
I don’t, but will happily tag @support for comment.
I have created a new request and all has worked correctly. This is definitely a workflow issue as the second time I saw where I was tripped up, and almost was again.
After pressing “Get Help” you are taken to a Submit(?) page to log in. I am already logged in so I am not sure why this is necessary.
Several screens appear asking for details with and OK button to continue. I will mention the need to press shift-enter to get a line break (carriage return for us oldies ) here is somewhat annoying, especially as the earlier screens do not advise that this is an option.
Another “Submit” screen is shown (How can we help?). This is where I was tripped up as, once again, pressing this does not submit anything and moves to a screen (What’s happening?) that for all intents and purposes looks like it is asking for details of another new request.
Moving on from this (which I did not do the first time) goes to the finalSubmit screen (Other Options) where the request is finally submitted.
I would say that the use of “Submit” when nothing is being submitted is confusing at best. The last two screens seem superfluous as well. If they are required, I would add them to, or at least immediately after, the “What’s Happening?” screen near the beginning of the process.
I hope this is of some assistance, and that my test support ticket was not submitted!
The support system is rubbish had loads of tickets I put in not turn up and had to redo them. Needs to be replaced by a decent system. Add support requests to the Roon app gather the information it can garner. Wiim does this works really well why can’t Roon?
) here is somewhat annoying, especially as the earlier screens do not advise that this is an option.