Common Support Portal Issues

This article is intended for administrators wishing to use the StorMagic support portal.

Resolution/Information

Overview

StorMagic transitioned to a different support portal in January 2022.

The below are frequently asked questions and their resolutions in relation to portal access and workings

Support model overview

StorMagic licenses, be they SvKMS or SvSAN, are tied to a company with contacts.

When an email is received to support@stormagic.com an account is automatically created within the ticketing system, with a auto reply received with login credentials.

Should this email not be received it is possible to reset the credentials with 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:

1. everyone
2. all customers via portal login
3. support customers only

Should firmware update packages not be visible please email support@stormagic.com in order to trigger a support status check requesting the team confirm support status.

Frequently asked questions

Password reset link not working

When using the self service password reset link "Forgot my password" a reset email isn't received

Ensure an account has been created. An account is automatically created if you have completed any of the below

1. emailed support@stormagic.com after 31st January 2022
2. selected the Sign up button below after 31st January 2022
3. submitted the platinum request form after 31st January 2022

To reset the password please create an account by completing one of the above or utilizing the "Sign up" link.

Please check Spam and Junk Filters for emails from support@stormagic.com

Download Links Missing

As described in the support model above StorMagic downloads are available to all customers with an account however upgrades require active maintenance.

Should packages be unavailable that should be, please raise a ticket, providing license keys or maintenance contract.

See Also

https://stormagic.com/manuals/