Scappman Support Center
  • Scappman Support Center
  • 🖥️Applications
    • What is the difference between public and private applications?
    • How Scappman keeps your available apps up to date
    • Pausing Scappman Updates
    • How will Scappman interact with applications that already exist on my device
    • Why is there a Scappman pop-up
      • How to add custom branding to the pop-up
    • Request a new managed app
    • Using MST's with Scappman Apps
    • Bring your own app to Scappman
      • Uploading your own app to Scappman
        • Install Command Cheat Sheet
      • Updating your private (custom) applications in Scappman
      • Additional files in custom apps
    • My applications can't be opened after an update
    • Scappman PowerShell Certificate
    • Discovery & Autopatch
    • Deploy your first app
  • 🔓Permissions
    • 🧑‍🏫User permissions
      • How to add an additional admin in Scappman
      • Admin roles
    • 🤖App Registration
      • How to grant admin consent to Scappman
      • Why do we need permissions in your tenant?
  • 📃Billing
    • ⚖️How does billing work?
    • 🛑What happens when I cancel my subscription
    • ✉️Update company information and email recipients
  • 🤝Partner
    • How to activate a customer as a partner
    • How to invite customers in Scappman as a Partner
  • 📬Support
    • Contacting support
    • Custom app support
    • Troubleshooting log file reference
    • 🆘Error code reference
  • ⚠️Known Issues
    • Scappman reports not populating
  • ⌨️Advanced Configurations
    • Using custom registry keys during installation
    • TeamViewer Host activation
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On this page
  • Gathering information necessary to open a support case
  • Required log files
  • Opening a support case
  • SLA

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  1. Support

Contacting support

Last updated 1 year ago

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Scappman support is provided primarily in English.

Gathering information necessary to open a support case

For our engineers to be able to help resolve issues quickly and efficiently, we require some basic information when opening a support case.

  • Your tenant name (shown in the Scappman portal)

  • The name(s) of the app(s) you are experiencing issues with

Required log files

  • Client-side logs for failed installations

    • %ProgramData%\Microsoft\IntuneManagementExtension\Logs\IntuneManagementExtension.log

    • %ProgramData%\Microsoft\IntuneManagementExtension\Logs\AgentExecutor.log

    • %ProgramData%\Scappman\Logs\<Vendor>\(logs)

    • %Windows%\Temp\(specific Vendor log if it exists)

    • This shows us the installed applications on a device, which allows us to understand better why installs, updates or uninstalls may fail.

Opening a support case

Once you have gathered all the necessary information, you can email everything to us, and our engineers will work to understand your issue and resolve it as quickly as possible.

SLA

The primary method of support for Scappman is email, and most issues can be resolved over email.

Scappman support is based primarily in EMEA time zones.

We aim to respond to all support requests within 8 working hours.

The resultant CSV generated by this , run against a device which failed to install an app or update

Click here to email support:

📬
troubleshooting script
Support@scappman.com
Example of a failed deployment
Example of a failed client side installation