Best Practices for Submitting Support Cases

Read this article to learn how you can help us resolve your support cases faster by including specific information in your support cases. Keep in mind that while none of the suggested items are required to open a support case, they can help us help you faster. 

General Information to Include in a Support Case

For all areas of the product, it’s helpful for us to receive the following information in a support case:

• Subject: A brief, descriptive title for the issue.
• Description: A detailed summary of your workflow and the specific problem you are experiencing.
• Steps to Reproduce the Issue: The primary actions required to trigger the error.
• System ID of Impacted Device: The unique ID found in the Device Overview section of your Admin Portal.
• Screenshots and Error Messages: Visual evidence of the error and any specific error codes received.
• Log Files: Applicable JumpCloud Agent or system logs.

Product Area Information to Include in a Support Request

When you submit support cases related to specific areas of the product, be sure to include the details listed in the General Information section as well as details specific to the area of the product you’re submitting a ticket for. 

Learn about additional details to include when you submit support requests for the following product areas:

• Active Directory Integration
• Commands
• JumpCloud Agent Install
• JumpCloud API
• Microsoft 365/Google Workspace Directory Sync
• JumpCloud LDAP-as-a-Service
• Multi-factor Authentication
• System Policies
• JumpCloud PowerShell Module
• RADIUS
• SAML SSO
• Active Directory Migration Utility

Active Directory (AD) Integration 

If you need help with the AD Integration, we recommend that you include the following information in your support case:  

• A screenshot of the “Active Directory Users and Computers”. 
• The AD Agent Logs:
  • C:\Program Files\JumpCloud AD Bridge\adint.config
  • AD Import: C:\Windows\Temp\JumpCloud_AD_Integration.log
  • AD Sync: C:\Program Files\JumpCloud\AD Sync\adsync.log
• A screenshot of the “Domain Agents” tab.
• A screenshot of the affected user’s details in JumpCloud.

Commands

If you need help with Commands, we recommend that you include the following information in your support case: 

• All error messages you receive.
• The command itself.
• A screenshot of the command results.

JumpCloud Agent Install 

If you need help with a JumpCloud Agent Install, we recommend that you include the following information in your support case: 

• The log files.
  • You can find Mac or Linux log files here:
    • /var/log/jc*
    • /opt/jc/*.log
  • You can find Windows log files here:
    • C:\Program Files\JumpCloud\Plugins\Contrib\jcagent.conf
    • C:\Windows\Temp\jcagent.log
• System OS details.
• Whether the system is bound to a domain.
• A brief description of the install process.

JumpCloud API 

If you need help with a JumpCloud API, we recommend that you include the following information in your support case: 

• Endpoint information. 
• The Syntax. Be sure to hide your API Key.
• A description of the desired response.
• Any error messages you receive.

Microsoft 365 (M365)/Google Workspace Directory Sync 

If you need help with your M365 or Google Workspace Directory sync, we recommend that you include the following information in your support case: 

• Email addresses of any affected users. 
• A description of the current behavior.
• Any error messages you receive.

JumpCloud LDAP as a service 

If you need help with LDAP-as-a-Service, we recommend that you include the following information in your support case: 

• The Ldapsearch query.
• A screenshot of the LDAP configuration (URL, BIND DN, Port, etc) in JumpCloud.
• Details about the application or OS of the system that’s connecting to our LDAP server. 

Multi-Factor Authentication 

If you need help with Multi-factor Authentication, we recommend that you include the following information in your support case: 

• Affected user email addresses.
• Relevant agent logs.
• A description of the MFA device. 

System Policies 

If you need help with System Policies, we recommend that you include the following information in your support case: 

• Relevant agent logs.
• System OS details. 
• The Policy status from the JumpCloud Admin Portal. 
• Results from the following command (windows cmd): gpupdate /force

JumpCloud PowerShell Module 

If you need help with the JumpCloud PowerShell Module, we recommend that you include the following information in your support case:

• The command.
• A summary of the desired response.
• All error messages you receive.

RADIUS

If you need help with RADIUS, we recommend that you include the following information in your support case:

• Wireless Access Point (WAP) logs and the name of the manufacturer.
• Screenshots of the configuration.
• A list of username(s) failing to authenticate and the time of the last attempt.

SAML SSO

If you need help with a SAML SSO application, we recommend that you include the following information in your support case:

• Screenshots of the JumpCloud configuration and the service provider configuration.
• The .HAR File. Refer to Inspect Network Activity in Chrome DevTools for more information.
• Relevant Service Provider documentation or metadata if using the JumpCloud SAML 2.0 connector.

See the SAML SSO Troubleshooting Guide for common errors.  

Active Directory Migration Utility (ADMU) 

If you need help with the Active Directory Migration Utility, we recommend that you include the following information in your support case: 

• Utility logs.
  • You can find the logs here: C:\Windows\Temp\JCADMU.log file.\
• All OS specs.

Refer to the JumpCloud ADMU Troubleshooting errors wiki for common errors. 
Learn More by contacting JumpCloud Support.