Most of the time when something doesn’t work, it’s the user’s problem. He has a bug in the app he’s working on. But other times, it’s a genuine problem with the system software, meaning the firmware or the Cloud software. The support forum does a great job of helping with user problems. Thank you…

Have you posted your question / problem on the forum yet to see what support you get from that first?

I can assure you, Particle employees are currently looking into your issue, hence @rickkas has posted some code for you to checkout in the other thread.

Thanks. I hear you saying that issues brought up to the forum will get seen by Particle employees. BTW, just what IS a Particle employee?! I see your name in that thing I call the buglog in github. Are you an employee? Do you have authorization to enter things into the buglog? What is “elite”? …

Elites are a bunch of enthusiasts who donate a fair bit of their time to make this community special and support Particle in their endeavour to get their devices into the hands of everybody. As such we are not employed by Particle but have good contact and - I dare say - a close bond with Particle …

@jim_hahn Hello my name is Kyle and I am the Particle Forum Moderator here on the community as well as an employee for Particle. As @ScruffR pointed out the elites, while not employees, are usually the first to see and respond to all of the different posts here on the community. There knowledge and…

I'm also facing actually multiple issues and getting no support. The issue are in the firmware of the Photon and I cannot do anything and I'm stuck there... [image] [Resolved]- Firmware upgrade via SoftAP! Troubleshooting I understand the intent, but you should use conten…

KyleG, Thanks for the note. The system of using the elites to help as much as possible sounds like a great system. As long as things ultimately get to your internal guys and into the buglog. I do not have a resolution to the problem. “rickkas7” is doing a great job with me however. We spent ma…

@jim_hahn At this link where you mentioned the “Do you have a different question” is where you file a support ticket. In the attached screen shot is all the information you need to fill out and it will be sent to our team and we will be able to assist you from there on your problems. You will rece…

Question: How report system sw problems?

General

jim_hahn September 30, 2016, 4:02pm 3

Yes.

See: Photon web IDE “flash” stopped working

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Question: How report system sw problems?

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