How to Open a Case With the Red Banner Error

Board Support
Board Support Employee
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edited May 2023 in Support Articles

Creating a Case

Should searching the extensive knowledgebase available here on the community platform not yield the information you require to resolve your issues, a new ticket can be created on the Board Customer Support Portal. The steps below illustrate how this is achieved.

  1. Go to https://support.board.com/
  2. Log in using e-mail address and password.
  3. From the home page, click on the blue bar for New Case.
  4. Fill in the following case information:
    1. Severity
    2. Subject
    3. Request details
    4. Date issue began
    5. Users Impacted

Case should include the following in attachments:

  • Print screen of the red banner error
  • Log files

On premise environment

Attach the “BoardWeb-xxxxxxxx.log” which can be found in the following path “C:\Program Files (x86)\Board\Board WebApi Server\App_Data\log”, example below:

If using IIS

Attach the “BoardWeb-xxxxxxxx.log” which can be found in the following path “C:\inetpub\wwwroot\xxxxxxxx\App_Data\log”, example below:

Cloud

  1. Access your Administration Portal and click on “LOGS”
  2. Afterwards click on the “Board Web” section.
  3. Press “DOWNLOAD”

A useful guide regarding Board Logs can be found here: BOARD LOGs in detail