Accessing Technical Support for Mago Room
Mago Room is a solution comprising many elements, and also users third party hardware. So identifying the source of a technical issue can sometimes be challenging.
In order that your support issue is dealt with quickly and correctly, please follow this process.
Log your ticket by emailing support@ascentae.com.
Please specify the nature of the issue you are having as one of the following:
- Report a bug
- Licencing and billing questions
- Technical Support - issues with installation, configuration or troubleshooting
- Suggest a new feature
- Suggest improvement
- Other questions
For all options, please supply the following information
- Brief summary of issue
- Detailed description of issue
- The Product Name (Room, Wireless Controller, Companion App)
- The product version and build number (this can be found on the settings menu of the Mago Room and the Companion App / Wireless Controller)
- The hardware being used (as detailed as possible)
- The software being used (again, as detailed as possible, provide the build of Windows/IoS/Android)
- The Mago licence key
- Urgency of issue
A picture paints a thousand words, so please provide any photos or videos of the issue to enable us to determine the problem as quickly as possible.
If we have to raise a ticket with ReMago to get manufacturer support, then this information is required for all tickets. It will speed up the process enormously if you provide the information when you initially make the support enquiry to Ascentae.
