# How to Open a Support Ticket?
If you need assistance with yCrash, you can open a support ticket by sending an email to support@tier1app.com.
To help our support team understand and resolve your issue quickly, please include the following information in your email.
- Provide a Clear Subject: In the email subject, briefly describe the issue you are experiencing. For example:
- Unable to upload heap dump
- yCrash server is not starting
- Unable to configure SSO
- Describe the Issue in Detail: In the body of the email, provide as much relevant information as possible about the problem. Whenever possible, include:
- What you were trying to accomplish
- The steps you followed
- What you expected to happen
- What actually happened. Any error messages (or screenshots) you encountered
- When the issue started occurring & whether the issue is reproducible
Note:
Please avoid sending only a one-line description such as yCrash is not working.. Providing sufficient details in your initial email can reduce back-and-forth communication and help us diagnose the issue faster.
- Attach the yc.log File: Please attach the yCrash server log file yc.log to your support email. The yc.log file contains diagnostic information that can help our support team understand what happened inside the yCrash server and identify potential errors.
TIP:
If the log file is large, you may compress it into a .zip or .gz file before attaching it.
# Example Support Request
Subject: Unable to upload heap dump
Description:
We are trying to upload a 12 GB heap dump to our on-premises yCrash server.
After selecting the heap dump and starting the upload, the upload progresses for approximately two minutes and then fails with the message:
Upload failed
We have reproduced the issue three times. Smaller heap dumps of approximately 2 GB are uploading successfully. We have attached the yc.log file from the yCrash server.
# What Happens Next?
Once we receive your email, our support team will review the information and diagnostic logs you provided. If additional information is required, we will contact you through the same email thread. Providing detailed information and the yc.log file with your initial request helps us investigate and resolve your issue more efficiently.