When the troubleshooting pages do not solve your problem, ask for help. A good question with the right details is usually answered at the first reply. This page explains where to ask, what to include and what to keep to yourself.
Where to ask
| Where | Use it for |
|---|---|
| These docs | Search first. Each section has its own troubleshooting page, and Troubleshooting lists symptoms across all sections. |
| The community forum | How-to questions, ideas, sharing flows and boards, and problems other customers may have met. Do not post anything private. |
| Contact us | Support for your organisation, sales, plans and partnerships; anything that involves your account or data; security reports |
Ask Hermetry support (through the contact page) when:
- a page says to contact support, for example “No worker is running the IoT host right now…” or “This account is locked for security reasons…”,
- your organisation cannot be reached, is suspended, or is read-only for longer than expected,
- you need something only Hermetry can do: changing your home region, a full installation of a ready solution, an Enterprise or on-premises agreement,
- you think you found a security problem.
Before you ask
- Read the record of what happened: the device’s Log tab, the root flow’s Activity, the alarm’s timeline, the rule’s History, the command’s history, the audit log.
- Reproduce the problem with one device or one board, if you can.
- Check In development: the feature may not be available yet.
- Check Limits and quotas: a limit may have been reached.
- Note the exact message. Copy it rather than describing it.
What to include
| Detail | Example |
|---|---|
| Your organisation’s address | acme.<platform domain> (not your password) |
| The region | EU, US or Türkiye |
| What you did, step by step | “Opened Dashboards > Plant, selected Run pump 1, confirmed” |
| What you expected and what happened | “Expected the pump to start; the control showed Timed out“ |
| When, with your time zone | 2026-11-09 14:20 Europe/Istanbul |
| The exact message or code | device_rate_limited, CONNACK 5, “No rows.” |
| The thing involved | Device name and ID, profile name, flow name and slug, board title, alarm type |
| For an API call | Method, path (without the key), status, response body and the time of the call |
| For a device | Model and firmware version, connection type (MQTT, HTTP, LoRaWAN, gateway child), what its own log says |
Useful attachments:
- A screenshot of the page with the message, with secrets hidden.
- An exported flow: secrets are never in a flow export. See Versions, testing and rollback.
- An exported board file, when a board misbehaves. See Templates and board files.
- A recorded message from the flow’s debug panel, with personal data removed.
Never send
| Never send | Why |
|---|---|
| Passwords, passkeys or second-factor codes | Nobody at Hermetry needs them, and nobody will ask |
| Device access tokens, MQTT passwords, private keys, claim codes | They let anyone act as your device. If one was shared, rotate it. See Device credentials. |
| API keys, webhook signing secrets, SCIM tokens | Rotate any you shared by mistake. See API key hardening. |
| Camera passwords, router panel links | Revoke or change them if shared |
| Personal data you do not need to show | Remove names, e-mail addresses and phone numbers from screenshots and messages |
On the forum, everything you post is public: describe your setup with example names, never real addresses, keys or customer data.
Security reports
If you believe you found a security problem in Hermetry, report it through the contact page and do not post it on the forum. Include what you found and how to reproduce it, without accessing other customers’ data. See Security.
Planned maintenance and outages
Banners at the top of the console announce planned maintenance. During maintenance or an incident, devices that buffer their readings and send them later with their own time stamps lose no data; alarms raised from that data are marked Backfilled. See Timestamps, late and duplicate readings.