Support FAQ
Start with the common checks.
Quick guidance for configuration, reporting, updates, and support preparation.
What information should I have before contacting support?
Record the appliance model, software version, management address, link capacity, and a concise description of what changed or what users are experiencing.
How do I access the management interface?
Use the management address configured during installation. The current User Guide includes connection and credential setup details.
Why does shaping appear inactive?
Confirm the configured link bandwidth and current utilization. Equalizing is designed to intervene as congestion approaches the configured threshold.
Where can I see current traffic?
Dynamic Real-Time Reporting provides sortable and searchable traffic views for IPv4 and IPv6.
How do software updates work?
Customers with active NetEqualizer Software Support should contact support to confirm eligibility and receive the appropriate update instructions.
Can support help after hours?
After-hours support can be arranged in advance by phone or email.