We want to resolve your issue as quickly as possible! The more information you provide up front, the faster our team can diagnose and fix your problem. Taking a few extra minutes to gather this information typically saves hours of back and forth troubleshooting later. This guide will help you gather the right details to get your issue resolved in the shortest time possible.
1. Essential Information to Include
Device serial number - This helps us identify your specific device and its history
Configuration name - The ManageXR configuration currently applied to your device
Organization name - Your ManageXR organization/account name
When the issue first occurred - Date and approximate time
Screenshots or videos of the issue.
Where to find this: You can locate your device serial number in the ManageXR console under your device list, or > device list > drill down into a device > click "Device Information".
2. ManageXR Logs
See this article for how to retrieve ManageXR logs. These logs contain detailed technical information that helps us quickly identify the root cause of most issues.
3. Additional Device Information (If logs aren't available)
If you cannot access the device logs, please provide:
Device model (e.g., Meta Quest 2, Pico 4 Enterprise, HTC Vive Focus 3)
Firmware/OS version - Found in ManageXR device settings
ManageXR app version - Check the app info in your device settings
Current device status in ManageXR console (if visible)
4. Detailed Problem Description
Help us understand exactly what's happening:
Clear description of the problem you're experiencing
What you expected to happen vs. what actually happened
Error messages - Include exact text of any error messages (screenshots are helpful)
Impact - How is this affecting your operations?
5. Exact Steps to Reproduce
Provide a step-by-step walkthrough:
List each action you took leading up to the problem
Include any specific apps, settings, or configurations involved
Note if the issue happens consistently or intermittently
Mention if the problem occurs on multiple devices or just one
Example of a Well-Structured Support Ticket
Subject: Device Setup Tool Error - Unable to Install Configuration
Device Information:
Serial Number: 1WMHH123456789
Configuration: "Retail Training - Store A"
Organization: Acme Corp Training
Device Model: Meta Quest 2
Firmware Version: v57.0.0.187.123
Issue Description: The Device Setup Tool shows error "Configuration install failed" when trying to deploy our updated training configuration to devices. This is preventing us from rolling out new training content to 15 devices.
Steps to Reproduce:
Connect Meta Quest 2 to computer via USB-C
Open Device Setup Tool and log in
Device shows "Ready for Install" status
Click "Install" button
Progress reaches 45% then fails with error message
Error appears: "App version conflict detected"
Additional Information:
Issue started occurring yesterday after we updated the training configuration
Affects 3 out of 15 devices tested so far
Attached Device Setup Tool logs (main.log)
Screenshots of error message attached
Why This Information Helps Us Help You
Serial numbers and configurations allow us to check your device's history, previous configurations, and identify any account-specific settings that might be causing issues.
Device Setup Tool logs contain detailed diagnostic information that often reveals the exact cause of problems, allowing our engineers to provide targeted solutions immediately.
Detailed reproduction steps help us recreate the issue in our testing environment, ensuring we can verify the fix before sending it to you.
Complete device information helps us understand your environment and suggest the most appropriate solutions for your specific setup.
Important: Always Use Official Support Channels
Please do not send bug reports or requests directly to individual team members or group email threads. Doing so will delay your response time, as those messages will not enter our support system or be prioritized for investigation. Submitting through official channels ensures:
Your issue is immediately logged and assigned to the right specialist.
You receive the fastest possible resolution as we're able to work directly with our engineering team to help triage, diagnose, and report back, all in one ticket.
Progress and communication are tracked in one place.
To ensure your issue is triaged quickly and tracked properly, please submit all support requests through ManageXR’s dedicated support channels:
Email: support@managexr.com
Web: While logged into ManageXR, click the chat bubble to submit your request.
