Sometimes it is necessary to get assistance from the support team for issues you are facing on an install. Before asking for help there are a few things you can do to help us answer your question as quickly as possible. Go through the list below and ensure you have all the information available and then raise a ticket.
- Enable verbose logging
Ideally this should be one of the first things you do if you are having issues, even before completing troubleshooting. This ensures we have as much useful information as possible to investigate your issue and try to see what the source may be.
Do not lock verbose logging unless requested. This will cause excessive flash wear and is only recommended in conjunction with external USB storage.
- Troubleshoot mains devices
We've compiled a thorough list of tests to perform on the mains powered devices such as NERO-DIM and NERO-RELAY. Let us know your answers to the tests and questions posed so that we don't waste time asking you to perform more tests.
Risk of electrocution. Steps involving wiring and removing devices from the wall must only be interacted with by a licensed electrician.
- Provide your serial number & account
Make sure that you provide both the serial number of your gateway and the My Nero account your gateway is connected to. There is no need to provide your password, just your username and email address will do. If you have multiple gateways please let us know which is the primary and where they are installed physically on the site.
- Confirm the gateway is online
Where possible ensure the gateway(s) are online so that we can remotely check things and assist in troubleshooting. If it is not possible to put the gateway online you will need to be onsite to perform tests and provide feedback.
- Create a tech support code
In your gateway go to Settings and then Customer Care and scroll to the bottom and click Enable. After a few moments a code will be generated, please copy and paste this full code into your support request.
Assume we know nothing about your problem and let us know what you have tested, what exactly your problem is, and how you are expecting it to behave. This will help us avoid needing to ask for additional information and help resolve your issue faster.