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Support Channels

You can email us anytime at the following addresses. Each email creates a ticket you can view and manage on the associated support platform. Alternatively, create a ticket using the form on the support platform.

Our business language is English.

If it is the first ticket, please have your customer ID ready (e.g., DE1234567). You can store it in your Customer Success Center Account.

For larger or sensitive data, we are happy to provide you with a secure file upload. Please mention this in your ticket.

Sometimes discussing a problem on a call is easier. We can send you a calendar link to choose a suitable appointment time.

Note: For support with Nextron Lite products (e.g., THOR Lite), please post your issues on GitHub. We do not process tickets related to these products.

Help Us to Help You

You can help us find and debug the problem quickly by providing detailed information and doing some groundwork beforehand.

General Information

System Information

  • Operating system and version (e.g., Windows Server 2022, Ubuntu 20.04)

  • Product version (including build number)

  • Support status (Is your Nextron product currently under support?)

  • Hardware specifications (CPU, RAM, storage)

  • Hypervisor type (for virtual environments: VMware, Hyper-V, etc.)

Issue Details

  • Expected behavior (What should happen?)

  • Observed behavior (What actually happens?)

  • Frequency (Does this occur regularly or sporadically?)

  • Scope (Single system or multiple systems affected?)

  • Recent changes (Any updates, configuration changes, or installations?)

Environment Configuration

  • EDR/Antivirus exceptions (Have recommended exceptions been configured?)
    Our recommended exceptions can be found in our manuals.

  • Have you reviewed our manuals and knowledge base for solutions?

Product-Specific Information

Select the sections relevant to your issue:

ASGARD Products

  • Network components (Is a proxy or WAF in use for communication issues?)

  • Custom modifications (Are any non-standard configurations, such as applied CIS Benchmarks, present?)

  • ASGARD logs (Have you checked for error messages?)

  • Diagnostic Pack (Please include a current Diagnostic Pack with your ticket.)

THOR Scans

If experiencing scan issues:

  • Have you checked the Agent log and THOR log for errors?

  • Have the EDR / Antivirus exclusions been applied?

  • Was the scan aborted due to resource constraints (max runtime or max resume exceeded)?

  • Was the scan aborted due to a system restart?

THOR Products

For standalone THOR issues:

  • THOR flags used (Which command-line flags are you using?)

  • Debug attempts (Have you tried the --debug flag or THOR Util Diagnostics?)

  • Restart issues (Was the scan aborted due to a system restart?)