You've run into a problem that you can't find an answer for in our support center or community page. What next? While posting to the community page will help more people discover the answer to your problem, we understand that sometimes issues are best resolved by working with us directly.

To send us a support request, click "Submit a request" (top right corner of this page) or use the support email address you were provided. 

To help us resolve your issue quickly, find your support issue category below (hardware, account/cloud console, or data) and follow the prompts. 

(Hint: feel free to copy and paste these fields directly into your support request and answer them. Not every field will be relevant to your problem!) 

Hardware issue

What is your device(s) full serial number(s)?

MOD-XXXXX (Note: we need the full serial number as listed in your cloud account)

Can you describe the physical environment the sensor is being operated in?

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What orientation did you deploy the sensor in? 

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Approximately how long had the sensor been running before the problem happened? 

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What behavior did you expect, and what is the actual behavior? 

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Optional: Please send photos of the deployed instrument and any visible damage. 

Account/cloud console issue

What browser are you on?

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If the issue is with a sensor(s), please send us the serial number(s). 

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At what time or time range did the issue happen? 

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If you are on a specific page, please send the URL. 

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What behavior did you expect, and what is the actual behavior? 

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If you are awaiting email confirmation, did you try to resend the email and check your spam folder? 

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Optional: send us a screen recording of the issue happening. 

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Data issue

What is the serial number(s)?

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Can you describe the physical environment the sensor is being operated in?

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How did you access the data? (i.e., was it viewed in the cloud console directly, taken off the µSD card, downloaded from the QuantAQ Cloud, accesses via the API, or something else?) 

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What coding language and package(s) are you trying to use? 

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What did you expect to see in the data, and what do you actually see?

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Please send us any figures or other information that may help explain the issue. 

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