The Support Team is eager to assist you with any issues you may encounter on our platform. When submitting a support request, the more information you provide about your case, the better. We have compiled this guide to help you determine which data will help our Team resolve your issue faster.
Helpful information to provide always
- How do you access your VM?
- Browser name/version.
- Paperspace application.
- Another client such as Parsec, Moonlight, RDP, etc. - Your Operating System and version.
- A detailed description of the issue you're experiencing.
Virtual Machine Networking issues
When submitting a ticket regarding Virtual Machine performance, it's essential to run some tests and send that information to the Support Team.
The following template can serve as a guide:
- Run a latency test.
- Time and date of the event and issue history.
- Your IP address.
- Destination IP.
- Your account information.
- IDs/Handles of the VMs involved.
Sometimes, we may require you to submit an MTR report, and instructions are found here.
Virtual Machine Third-party client compatibility
- Which client are you using? E.g., Parsec, Moonlight, RDP, etc.
- Error code, if applicable.
- Screenshot of the issue.
- For Parsec issues, please check their Help Center.
Virtual Machine Performance
- Time and date of the event and issue history.
- Applications that were running at the time the issue happened.
- Screenshot of the Task Manager.
- Run a latency test.
- How's the VM being accessed? Browser/Paperspace app/Parsec/other.