Get customer support

When you encounter issues with Docentric CE, providing the right information helps the support team resolve your ticket faster. This article explains what information to include in your support request and how to monitor Docentric CE for troubleshooting.

Resolve your support issues quickly

When submitting a support ticket to Docentric support (support page), include the following minimum information:

  • Your Entra tenant ID: Contact your administrator if you don't know your Microsoft Entra tenant ID.

  • Docentric CE version: Find the version number on the About page in the Docentric CE application.

Copy error details

Each error message in Docentric CE includes a Copy error details action. Use this action to copy technical information about the error, then paste it into your support email. This additional information helps the support team diagnose and resolve your issue faster.

  1. When an error message appears, locate the Copy error details action.
  2. Select the action to copy the error information to your clipboard.
  3. Paste the copied details into your support request on Docentric support (support page).

Monitor Docentric CE

Enable diagnostic data collection to help troubleshoot issues and monitor system performance.

  1. Verify that diagnostic data collection is enabled for your environment. For instructions, see Configure diagnostic settings.

  2. To monitor Docentric CE behavior and performance in your organization, set up custom diagnostic data collection using your own Azure Application Insights instance. This option is available in the Custom collection of diagnostic data section of the Diagnostics settings.

NOTE

Keeping diagnostics enabled helps both Docentric support and your organization identify and resolve issues more effectively.

Next steps