If you feel like it’s going no where, and you have worked through the steps requested, ask for it to be escalated. That is reasonable if the requested steps and processes have been met.
I am looking at your ticket reply from the 17th (yesterday). You’ve indicated a workaround and looks like Support is waiting for you to provide the requested information. Generally speaking once this is done, it will be escalated from there unless they have direct insights/suggestions.
One of the biggies is the logs. Once you’ve submitted that, I suspect it will be escalated that same day.
Per support:
“With the logs, kindly send it to us as we still need the results for documentation purposes.”
Everyone reading this, allow me to reset expectations.
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Support uses a process. It may not be ideal in your eyes, but there is method to it. Please follow it for the best results.
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Support is going to slowed down as we are slammed right now. No one is being ignored, but there is a hefty queue they’re working through.
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Posting here does not change anything above. Most of the time, issues we see folks facing are due to third party devices involved, missed steps or in some cases, a needed RMA after all possible other causes have been exhausted. Standard stuff.
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While the process feels long and painful, no one is being ignored, dismissed or otherwise treated as if there issue experienced isn’t valid.
That said. I am not looking to discuss this further as I have a multitude of other customers needing attention. They, like you, need my assistance.
And with that, all tickets will absolutely get followed up on and escalated as described above when the escalation requirements are met. Thank you for your cooperation.
If you would like to share workarounds, solutions and ideas, please do so - we encourage this. If you are looking to vent frustration or echo existing tickets, I will be closing this thread down.
I do not want to do that as there is valuable insights shared here, but this is getting long in the tooth.