Hello,

As of 26/8/22, when clicking on the "Support Request" link under "mySupport Links and Tools", the following message appears:

unknown user

Der Support Request steht derzeit nicht zur Verfügung

Bitte versuchen Sie es zu einem späteren Zeitpunkt erneut.
Alternativ können Sie uns über unsereOnline Support Apperreichen.

The Support Request is not available right now

Please try again later or use ourOnline Support App.

Please note that I can, however, raise support requests via the Industry Support app.  No, I can't just use the Industry Support app from now on; I need to be able to access support from PCs too.

Would you be able to look into this?

Thanks in advance

Cliff

Hello cliff.pennalligen,

thank you for asking! 

As far as I know there are unfortunately difficulties to use the SR page through the Browser. 
Using the Online Support App is the workaround, that's why the message you referenced appears. 
As soon as the usual way is functional again, I will inform you!

Best regards,
Jen_Moderator

Hello cliff.pennalligen,

Technical Support

Due to technical changes, the behavior you described is currently occurring sporadically. We apologize for this. The reason could be identified. An exact date for the live deployment isn't fixed so far.

The stable available alternative way to create a support request, is our online support app. This is not affected by the change.

 Best regards
CS Moderator

Hi cliff.pennalligen,

I'm pleased to be able to provide you with this update:

Technical Support

This week an update was implemented for the login recognition issue you described.

This means that the creation of a Support Request via the web application is possible again without any restrictions.
Thank you for your patience. 

Best regards,
Jen_Moderator

I installed TIAP V17 and it broke the simulator. Even V16 has stopped working.

I tried to create a support request and the message just states that the page is temporarily down and I may find useful information on our homepage.

There is no mention of a mobile app, I only found that when I found this forum post.

I have lost a full day so far because of this problem.

Hi andyATspectooling.com,

I have forwarded your suggestion for improvement to Technical Support and received following answer from them:

Technical Support

Hello andyATspectooling.com,

thank you for the suggestion! Your improvement request has been forwarded to development to bring about an improvement.

 
Best regards,
Jen_Moderator