Use the support form to report a fault, an error message or something that has stopped working in Centro System Manager for Crestron. You don’t need an account: one is made for you when you send the form, and you can follow your request from the link in the confirmation email.

Before you send it

Have these to hand. With them we can usually answer first time.

• The version. In the admin app: Settings → Settings → Upgrade, under This processor.
• What happened. The screen you were on, what you selected and what happened instead. Copy any message word for word.
• When. The date and time, as the site’s clocks showed it. The logs are in the site’s time zone, so this points to the right entries.
• The logs. Sign in as an Administrator, go to Settings → Settings → Logs and select Download logs. Download them soon after the fault: older logs are dropped automatically. The form takes files up to 20 MB.
• What’s affected. Which location, connection or processor, and whether it’s one or many.
• What changed. An upgrade, a restore, a new certificate or a change on the network.

Never send passwords, API keys or the backup passphrase.

Send the request

1. Open the support form.
2. For Category, pick Centro System Manager: I have a problem.
3. Fill in the fields, attach the logs zip, and submit.
4. You get a confirmation email with a link to the request. Replies come by email, and you can answer from your inbox.

If you can’t sign in to the processor

Only a signed-in Administrator can download the logs. If nobody can sign in, send the rest: the version if you know it, the exact message on the sign-in page and the time.

For more detail, see Getting support in the documentation.