StorMagic Support Portal Frequently Asked Questions
This article is intended for administrators wishing to use the StorMagic Support Portal.
StorMagic transitioned to a different support portal in January 2022. This article provides frequently asked questions and resolutions for portal access and usage.
StorMagic Support Portal
The StorMagic Support Portal provides access to support tickets, software downloads and knowledgebase content. Availability may depend on whether a portal account exists and whether the associated company has active support.
Support Model Overview
StorMagic licenses, whether SvKMS or SvSAN, are tied to a company with contacts.
When an email is sent to support@stormagic.com , an account is automatically created within the ticketing system. An auto-reply is then sent with login credentials.
If this email is not received, credentials can be reset using the Forgot my password link.
When a customer emails in, their support status is checked automatically.
Software package downloads are available to all customers with a portal account.
Software package upgrades are only available to customers with active support.
Knowledgebase articles may be available to:
- Everyone
- All customers via portal login
- Support customers only
If firmware update packages are not visible, email support@stormagic.com to trigger a support status check and request that the team confirm support status.
Password Reset Link Not Working
When using the self-service password reset option Forgot my password, a password reset email may not be received if an account has not yet been created.
An account is automatically created if you have completed any of the following after 31 January 2022:
- Emailed support@stormagic.com
- Selected the Sign up option
- Submitted the Platinum Request form
If none of the above has been completed, create an account using the Sign up option before attempting to reset your password.
Support Portal sign up page.
Also check your Spam or Junk folders for emails from support@stormagic.com .
If you have never contacted StorMagic Support or created a portal account, the password reset function will not work until an account exists.
Download Links Missing
As described in the support model above, software downloads are available to all customers with a portal account; however, software upgrades require an active maintenance agreement.
If software packages that should be available are missing, please open a support ticket and include your license keys or maintenance contract details for verification.
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