Troubleshooting

This section includes:

About contacting "Acronis Email Security" Support

If you need assistance with "Acronis Email Security", you can contact "Acronis Email Security" Support. "Acronis Email Security" Support is typically available 24/7. When you contact "Acronis Email Security" Support, a support request will be opened in the Fortinet support portal, the portal that Fortinet uses to manage service requests.

Note: You can register with the Fortinet support portal to gain access to the portal. This will enable you to more easily track and monitor your service requests.

Note: To contact Acronis Support, send an email to: mspsupport@acronis.com

For information on how to request help with a specific scan, see Requesting an investigation.

How to contact "Acronis Email Security" Support

To contact "Acronis Email Security" Support, use any of the following methods:

Email

Send an email to support@perception-point.io

Note: To contact Acronis Support, send an email to: mspsupport@acronis.com

Support icon

This option sends an email to "Acronis Email Security" Support.

Note:

If you are experiencing problems with a specific page in "Acronis Email Security", navigate to that page, and then open the support request from there. Relevant information about your location in "Acronis Email Security" will be included in the support request, and sent to Perception Point. This added information will help "Acronis Email Security" Support to resolve the issue.

  1. [FortiMail Workspace users] In the navigation panel on the left, click Contact Support.

    [Perception Point X‑Ray users] On the right of the "Acronis Email Security" banner, click the "Contact Support" icon [].

  2. Select a topic that best describes your question or feedback.

  3. Describe the issue.

  4. Click Send.

    • A support request will be opened with "Acronis Email Security" Support.

    • "Acronis Email Security" Support will respond to your request as soon as possible.

Chat feature

  1. Click the Chat icon in the bottom-right corner of "Acronis Email Security".

  2. Click Support or Incident Response - and then begin the chat...

Accessing the Fortinet support portal

You can use the Fortinet support portal to open support tickets and track their status.

You'll need to register with the Fortinet support portal before you can access the portal. For the registration procedure, see Registering with the Fortinet support portal below.

To access the Fortinet support portal:

  1. Open the Fortinet support portal at support.perception-point.io

  2. Click Login.

  3. Enter your name and password.

  4. Click Login.

  5. In the support portal toolbar, click Tickets. All your open tickets will be listed.

    Use the available controls to view and manage your tickets.

Registering with the Fortinet support portal

You'll need to register with the Fortinet support portal before you can access the portal.

Once you register, you'll have access to the support portal. You can then use the portal to open support tickets and track their status.

To register with the Fortinet support portal [Freshdesk]:

  1. Open the Fortinet support portal at support.perception-point.io

  2. Click Sign Up.

  3. Enter your name, and the email address that you use to access "Acronis Email Security".

  4. Click Register.

Other troubleshooting topics

Maybe one of these troubleshooting topics will be helpful...

See also: