Submit Hardware Product Case

You can submit hardware product cases for issues related to operations, configurations, or faults.

1. On the Case page, tap New Case > Hardware Products.
2. Fill in the fields as required.
   Figure 1 Hardware Case

   Title

   Enter the title of your case.

   Note:

   The maximum length of the title is 100 characters.

   Device Serial No.

   Enter the device serial No. You can tap to see where to find the serial No.

   Firmware Version

   Enter the version number and build number. You can tap to see where to find the firmware version.

   Issue Description

   Describe your issue according to the suggestions in the blank.

   Note:

   The length of issue description should vary from 20 to 2,000 characters.

   You can also tap Add Details to add issue details (software name, software version, network type, etc.) to your description as needed.

   Screenshot / Error Information

   Tap to upload screenshots or error information.

   Note:

   • You can upload attachments in PNG, JPG, BMP, JPEG, PDF, DOC, XLSX, and TXT formats.

   • No more than 5 PNG/JPG/BMP/JPEG files and 3 PDF/DOC/XLSX/TXT files are allowed.

   • The maximum size of each attachment is 5 MB.

   Link for Accessing Files on Network Disk

   For files larger than 5 MB, upload them to a network disk.

   Contact Information

   This field is filled with your account information by default. You can edit it as needed.

3. Check the statement in the end.
4. Tap Confirm to submit the case.