Required information by support request

What information will help the support team?

No software is completely free of errors. Sometimes, things may break elsewhere as well. Please understand that disruptions—this includes scheduled maintenance—may occur. We strive to provide the service as reliably as possible.

If you want to contact us because something isn’t working as expected, we appreciate it if you can provide us with detailed information in your very first message. Summarizing this in a general way is not trivial.

Please always check our help pages first. They are not yet complete, but we are working on it. :-) If the problem is not listed in our documentation, please use this template to submit the issue, fill relevant fields.

1. Sciebo/Nextcloud User ID (required)

2. Institution / Organization

3. Where have you encountered with the problem.

  • Nextcloud Webinterface
  • Nextcloud Desktop Client
  • Nextcloud Mobile App
  • Other: [please specify]

4. Detailed Problem Description

5. Steps to Reproduce

6. Frequency

  • Always reproducible
  • Sporadic
  • Occurred only once

7. Time of occurrence (date/time)

8. Affected multiple users?

  • Yes, multiple
  • No, only single user
  • Unknown

9. Technical Details (Client/Environment)

  • Client version: [e.g., Desktop 4.0.0]
  • Operating system: [e.g., Windows 11, MacOS]
  • ** Browser that was used: **

10. Error Messages, Logs & Status Messages

  • Errors in the webinterface (with screenshots):
  • Client logs

If a ticket has been created and you reply to it, please make sure to keep the subject unchanged. In particular, the ticket information, also known as the ticket hook, must be preserved so that the ticket system can correctly assign the information. Otherwise, we often lack the necessary context, which means we may have to ask follow-up questions or search the system. Such things result in additional time expenditure and we cannot support you as quickly and competently as we would like.