Contact MTG Support

Open a request in the MTG support portal. Management provides the same link at Support > Contact.

Prepare the Request

  1. Open Support > Contact and select Copy these facts. Include Management version, appliance release, topology, and platform. If no appliance is connected, say so; report the running version, not the documentation version.

  2. State what you were trying to do, what happened, and the exact error. Include the first observed time and time zone, the affected node or service, and any recent configuration or infrastructure change.

  3. Describe the impact, such as failed installation, lost Management access, unavailable ERS interface, or failed backup publication. Note whether the appliance remains reachable independently of Management.

  4. Attach the diagnostics archive through the agreed support channel. A partial archive is useful; include its partial or timeout status. For host startup failures, include the console state and host log export if available.

  5. List the checks and retries you have already performed. For recovery or update problems, include the operation phase and recorded versions, and state whether the required recovery inputs are available.

Keep recovery artifacts and secrets in your controlled storage. Report that the inputs exist without uploading private keys, passwords, artifact bundles, or production backups unless a specific secure transfer has been agreed for the investigation.

If Management is unavailable, open the portal directly and supply the known media and deployment records. Your organization’s MTG support agreement defines portal access and response commitments.