Frequently Asked Question

To help the Erasatek support team diagnose and resolve your issue as fast as possible, use this guide when opening a new ticket. Providing complete details upfront prevents unnecessary back-and-forth and speeds up resolution time.

Ticket Checklist

• Summary & Subject Line: Provide a short, specific title (e.g., "Cannot access shared network drive after Windows update" instead of "Computer broken").
• Detailed Problem Description: Explain what is happening versus what you expected to happen.
• When It Started & Triggers: State when the issue began and what specific actions you were performing right before it occurred.
• Exact Error Messages: Quote the full error text verbatim or provide the error code.
• Device Information: List your device name, operating system (e.g., Windows 11, macOS Sonoma), or affected hardware model.
• Recent Changes: Note if you recently updated software, changed passwords, connected new peripherals, or installed new tools.
• Troubleshooting Already Attempted: Mention any steps you have already tried (e.g., rebooted, cleared browser cache, reconnected cables).
• Scope & Urgency:
  • Is this only affecting you, or are colleagues experiencing it too?
  • Is your work completely blocked, or is there a viable workaround?
• Attachments & Screenshots: Attach full-screen screenshots showing the error in context, or short screen recordings if relevant.