{"id":460275,"date":"2026-06-24T07:09:22","date_gmt":"2026-06-24T07:09:22","guid":{"rendered":"https:\/\/innovationspace.ansys.com\/forum\/forums\/topic\/information-required-when-contacting-support\/"},"modified":"2026-06-30T10:47:28","modified_gmt":"2026-06-30T10:47:28","slug":"information-required-when-contacting-support","status":"publish","type":"topic","link":"https:\/\/innovationspace.ansys.com\/forum\/forums\/topic\/information-required-when-contacting-support\/","title":{"rendered":"Information Required When Contacting Support"},"content":{"rendered":"<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;main class=&#8221;container&#8221;&gt;&lt;article&gt;&lt;h1&gt;Information Required When Contacting Support&lt;\/h1&gt;&lt;h2&gt;Introduction&lt;\/h2&gt;&lt;p&gt;When contacting Support about an issue, please provide the information below. The more details you share, the faster we can investigate and resolve the problem.&lt;\/p&gt;&lt;h2&gt;Information to Provide&lt;\/h2&gt;&lt;h3&gt;1. Basic Information&lt;\/h3&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>Customer Number<\/li>\n<li>Organization Number<\/li>\n<li>Application name and version<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;2. Actions Performed&lt;\/h3&gt;&lt;p&gt;Please describe what you did in as much detail as possible, including:&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>When the issue occurred (date, time, and time zone)<\/li>\n<li>Steps you performed<\/li>\n<li>Frequency (always reproducible or intermittent)<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;3. Issue Description and Error Messages&lt;\/h3&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>A clear description of the issue<\/li>\n<li>The full error message (exact text)<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;If available, also include:&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>Screenshots<\/li>\n<li>Log files<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;4. IDs for Job Execution Failures&lt;\/h3&gt;&lt;p&gt;If job execution failed, include the following IDs:&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>Project ID<\/li>\n<li>Job ID<\/li>\n<li>Simulation ID<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;5. HAR File for Portal Issues&lt;\/h3&gt;&lt;p&gt;If an issue occurs while operating the portal, collect and provide a HAR file captured during the operation.&lt;\/p&gt;&lt;h2&gt;How to Retrieve the Information&lt;\/h2&gt;&lt;h3&gt;A. Basic Information (Customer Number \/ Organization Number)&lt;\/h3&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ol>\n<li>Sign in to <a href=\"https:\/\/admin.ansys.com\">Ansys Admin Portal<\/a>.<\/li>\n<li>Select <strong>Organization<\/strong>.<\/li>\n<li>Copy the required value:\n<ul>\n<li><strong>Customer Number<\/strong><\/li>\n<li><strong>Organization Number<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>&lt;p&gt;&lt;p&gt;<strong><img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782816340-mceclip0.png\" \/><\/strong>&lt;\/p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;B. Project ID \/ Job ID \/ Simulation ID&lt;\/h3&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ol>\n<li>Sign in to <a href=\"https:\/\/portal.ansys.com\">Ansys Engineering Portal<\/a>.<\/li>\n<li>Select <strong>Projects<\/strong> (or <strong>Study<\/strong> if no project is available).<\/li>\n<li>Select the project name (or <strong>Study<\/strong> if no project is available).<\/li>\n<li>Select the job name.<\/li>\n<li>Select the simulation name.<\/li>\n<li>Open the kebab menu (three dots).<\/li>\n<li>Select <strong>Copy IDs<\/strong>.<\/li>\n<\/ol>\n<p>&lt;p&gt;<img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782816446-mceclip0.png\" \/>&lt;\/p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;C. HAR File for Portal Operations (Chrome Example)&lt;\/h3&gt;&lt;p&gt;To extract a HAR file, first generate it in your browser&#8217;s Developer Tools. Open the <strong>Network<\/strong> tab, make sure recording is enabled (red circle), enable <strong>Preserve log<\/strong>, and then reproduce the issue. After capture is complete, export and save the HAR file.&lt;\/p&gt;&lt;p&gt;<strong>Step-by-step:<\/strong>&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ol>\n<li>Open your browser.<\/li>\n<li>Press <strong>F12<\/strong> to open Developer Tools.<\/li>\n<li>Go to the webpage URL and reproduce the issue while Developer Tools remains open.\n<ul>\n<li>If the webpage is already open, refresh the page first and then reproduce the issue.<\/li>\n<li><img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782812686-mceclip0.png\" \/><\/li>\n<\/ul>\n<\/li>\n<li>In Developer Tools, open the <strong>Network<\/strong> tab. Confirm recording is active and <strong>Preserve log<\/strong> is enabled.\n<ul>\n<li><img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782814028-mceclip0.png\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Verify that request entries are listed in the Network table while you reproduce the issue.\n<ul>\n<li><img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782813833-mceclip0.png\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Click the <strong>Export HAR<\/strong> icon (downward arrow\/download icon) to save the file.\n<ul>\n<li><img decoding=\"async\" src=\"https:\/\/innovationspace.ansys.com\/forum\/wp-content\/uploads\/sites\/2\/2026\/06\/30-06-2026-1782814354-mceclip0.png\" \/><\/li>\n<\/ul>\n<\/li>\n<li>When prompted, enter a filename and choose a save location for the <strong>.har<\/strong> file.<\/li>\n<li>Send the <strong>.har<\/strong> file to your ACE contact.<\/li>\n<\/ol>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;\/article&gt;&lt;\/main&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n","protected":false},"template":"","class_list":["post-460275","topic","type-topic","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"Information Required When Contacting SupportIntroductionWhen contacting Support about an issue, please provide the information below. 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