Support

The ADSelfService Plus Support tab offers the following resources to help you obtain any information that you might need to use the product.

Classic (or) Premium Support

To talk to our technical support team, use +1 844-245-1104 (Toll-free) or +1 408-916-9890 (Direct) to obtain any product-specific assistance or information.

You can choose to contact our technical support team through live chat as well.

Note: If you have a Classic Support package, the support team will respond to you at the earliest possible time during working hours (24x5). For prioritized round-the-clock (24x7) support, please purchase our Premium Support package by contacting sales@adselfserviceplus.com.

Technical Support

Submit your technical queries to our support team using the Send Email link and we will get in touch with you at the earliest opportunity possible.

While troubleshooting an issue, the ADSelfService Plus Support team might request you to send your log files to us for technical analysis. You can do this using the Auto or Manual Create Log links to the right of the page.

Note: Your files will be uploaded to the Bonitas customer file upload tool, which is a ManageEngine service to receive customer logs. Your data will be kept confidential and used only for debugging purposes. Learn more

Automatic log upload

Clicking on the Auto link displays a pop-up that allows you to upload your log files from within ADSelfService Plus. Only the default administrator can upload log files from this screen.

Add Your Mail ID and a Description detailing what the issue is. If you have raised a support ticket and are submitting logs related to that request, please mention the support Ticket ID. Using the Select Logs drop-down, select the log files to be uploaded. Use the Choose Period date-picker to narrow-down the time frame of the log files and click Save to compress and upload your files.

Manual log upload

The maximum file size allowed for Auto log upload is 2 GB. If your log files exceed 2 GB or if the upload fails, you can choose to upload the log files in the following ways:

Method 1: Via the LogsUpload Toolkit

1. Navigate to the ADSelfservice Plus installation folder. The default location of the ADSelfService Plus installation folder is C:\Program Files\ManageEngine\ADSelfService Plus.
2. Run the LogsUploadToolkit.bat file as an admin.

3. In the LogsUpload Toolkit wizard that opens, add Your Mail address and in the Mail Content, describe what the issue is. Enter the support Ticket ID if you have one. Using the Select Logs drop-down, select the log files to be uploaded. Use the Choose Period date-picker to narrow-down the time frame of the log files and click Upload. The compressed file will be uploaded.

Note: The https://bonitas.zohocorp.com URL should be allow-listed on the ADSelfService Plus server machine for outbound network access.

Method 2: via the Bonitas portal

1. Navigate to the ADSelfservice Plus installation folder. The default location of the ADSelfService Plus installation folder is C:\Program Files\ManageEngine\ADSelfService Plus.
2. Compress the files requested by the Support team, from the \logs folder.
3. Access the Bonitas portal and perform the following steps:

Note: The Bonitas portal is a ManageEngine service to receive customer logs.

1. From the Product drop-down, choose ADSelfService Plus.
2. Enter the support Ticket ID if you have one and set the Password if you want to password-protect the logs you upload.
3. Mention Your email address to use for following-up on the request, and against Comments, describe what the issue or query is.
4. Click Add Files to upload your log files.
5. Select the purpose of the log upload (Log Analysis/Debugging/Migration) and click Upload.

User Forums

This section features the link to our product's online forum,where you can participate in discussions about the product with other users of ADSelfService Plus. Updates to ADSelfService Plus are also announced here. The discussions in the forum also offer valuable inputs and directions for utilizing the product seamlessly.

Knowledge Base

This section allows you to get the solutions/steps to some of the most frequently performed tasks through the knowledge base articles. It also features a link to access product related documents such as brochures and data sheets to help you become familiar with the product's features and capabilities.

Online Store

This section features the following links:

• Get Quote helps you to obtain personalized pricing information specific to your requirements.
• Pricing Details offers information about the product cost/licensing fee for the different components.
• Buy Now will let you access our online store and purchase an ADSelfService Plus license.

Compare Editions

The Compare Editions link leads to a detailed comparison table that lists the features available with the Standard and Professional editions of ADSelfService Plus, the add-ons, and Endpoint MFA.