How to open a FSLogix Support Request

Question

How to open an FSLogix Support Request:

NOTE: Please include FSLogix logs generated by the FSLogix support tool with every FSLogix support request.

• Azure customers can open FSLogix support requests from:
  • Window Virtual Desktop (WVD): https://portal.azure.com/ - Help + support - New support request - Issue type: Technical \ Service: Windows Virtual Desktop \ Problem Type: FSLogix

 

• Premier customers can open FSLogix support requests from:
  • Windows 10: https://serviceshub.microsoft.com/ Azure\ FSLogix
  • Windows Server: https://serviceshub.microsoft.com/ Azure \ FSLogix

 

• Windows customers can open FSLogix support requests from:
  • Windows 10: https://support.serviceshub.microsoft.com/supportforbusiness/create  Azure \ FSLogix
  • Windows Server: https://support.serviceshub.microsoft.com/supportforbusiness/create Azure \ FSLogix

For customers with still current FSLogix support agreements please email your information to: [e-mail]. We will respond as soon as we can and create a case as appropriate.

 

FSLogix Documentation:

• FSLogix Docs
• FSLogix FAQs
• FSLogix Forum

 

 FSLogix Support Boundary:

• Support is only available for the current long term service release of FSLogix.
  •  FSLogix is only supported for use with versions of Windows and Office that are still included in the Microsoft Support Lifecycle.  
• If the source of an issue cannot be identified in the logs captured by the FSLogix support tool, or in a memory dump, then FSLogix support will need instructions to reproduce the issue from a clean installation of Windows. Otherwise, FSLogix support will not be able to assist in troubleshooting the scenario.
  • In cases where a VM crashes or deadlocks (with or without a BSOD) or the FSLogix App crashes, FSLogix support will troubleshoot from a memory dump even if the issue cannot be reproduced.
  • Due to the quantity of environmental variables which can be present in different configurations, FSLogix support can usually only assist with issues that can be reproduced by following step-by-step instructions starting from a freshly installed VM, indicating all programs to install and all settings to configure in Windows, FSLogix, and third-party applications.
  • FSLogix tracks emerging issues with third-party products that are suspected to cause compatibility issues with FSLogix, but until the issues can be reproduced, these issues cannot be resolved by updates to FSLogix.
• FSLogix technical support will assist with break fix issues at any stage in the life cycle and can provide advisory deployment advice.
  • However, Microsoft Partner assistance may be required for project management of large scale deployments or migration projects.
    

Answer 1

yeah thats nice and all... but where is all the documentation gone?

Answer 2

Hello OBE99,

FSLogix completed the transfer to Microsoft locations for documentation and support as of August 1, 2019. Here are the new locations of documentation. Thanks for your patience as we complete the integration of FSLogix into Microsoft. Old  Here is a list of the new locations for reference:

FSLogix Documentation:

• Documentation: https://docs.microsoft.com/fslogix/
• Forum: https://social.msdn.microsoft.com/Forums/en-US/FSLogix/
  • FAQs: https://social.msdn.microsoft.com/Forums/en-US/ac19d7b7-fbea-4e73-b6a1-8a0fecf00a14/fslogix-forum-faqs?forum=FSLogix
• Install: https://docs.microsoft.com/fslogix/install-ht
  • Download: https://aka.ms/fslogix_download
• Support: How to open an FSLogix Support Request
• Enhancement Requests: https://windowsvirtualdesktop.uservoice.com/forums/921289-fslogix

- Micah Adamson

Answer 3

Hi Micah! Can you verify the year? "as of August 1, 2017."

Thanks! -Michael

Answer 4

yes that's my question too! none of the provided links are working right now .... great trasnfer microsoft!

Answer 5

Sorry for the incorrect year. In my note. I fixed it to show 2019. :-)

https://docs.fslogix.com/ is the legacy FSLogix documentation (I confirmed that images are having issues).

https://docs.microsoft.com/fslogix/ is the new FSLogix documentation.

(I tested the links I posted above for new FSLogix locations and they are all working.)
I apologize for any confusion. If you find any other link that isn't working please let me know. 
- Micah Adamson

Answer 6

Where are all the kb articles from before? I'm looking for the one that talks about Access Based Enumeration and SOFS.

Answer 7

Hello Jarian,

Please see if the information you are looking for about using Access Based Enumeration and SOFS with FSLogix is found in the forum thread on: Storage Recommendations for FSLogix (in the last post on the thread).

- Micah Adamson

Answer 8

Thanks for adding that KB info to that post!

Answer 9

Thank you, good to know!

Answer 10

The part about Windows Server support no longer appears to be true. When you follow the link to Windows Server, suppport FSLogix does not appear to be in ANY of the menus. Can this be updated please?

To be clear I'm talking about this link:

Windows Server: https://support.microsoft.com/en-us/supportforbusiness/productselection?sapId=33aa3674-6b0e-d353-cbae-d63817d22d34 Windows \ Windows Servers  \ Windows Server Standard, Version 1903 \ FSLogix

Answer 11

The part about Windows Server support no longer appears to be true. When you follow the link to Windows Server, suppport FSLogix does not appear to be in ANY of the menus. Can this be updated please?

To be clear I'm talking about this link:

Windows Server: https://support.microsoft.com/en-us/supportforbusiness/productselection?sapId=33aa3674-6b0e-d353-cbae-d63817d22d34 Windows \ Windows Servers  \ Windows Server Standard, Version 1903 \ FSLogix

x2

I need to open a support case but FSLogix is not an option to choose. I've even changed the category to User "Logon and Profiles" but still no FSLogix option.

Answer 12

The part about Windows Server support no longer appears to be true. When you follow the link to Windows Server, suppport FSLogix does not appear to be in ANY of the menus. Can this be updated please?

To be clear I'm talking about this link:

Windows Server: https://support.microsoft.com/en-us/supportforbusiness/productselection?sapId=33aa3674-6b0e-d353-cbae-d63817d22d34 Windows \ Windows Servers  \ Windows Server Standard, Version 1903 \ FSLogix

x2

I need to open a support case but FSLogix is not an option to choose. I've even changed the category to User "Logon and Profiles" but still no FSLogix option.

You can get FSLogix support by choosing for Azure in the product family and then choose FSLogix in the dropdown menu Select a product.

Answer 13

Windows 10: https://support.microsoft.com/en-us/supportforbusiness/productselection?sapId=d8abeb4c-61d3-65ca-6f0a-14b25d7d7493 Windows \ Windows 10  \ Windows 10 Enterprise, Version 1903 \ FSLogix

FSLogix no longer appears as an option. Additionally, when you select Azure \  FSLogix, the Next button greys out and you can't go any further.

Answer 14

I also wanted to create an FSLogix case, through our Partner Support License. But this isn't valid for Azure cases, and the option is gone under Windows Server.

Answer 15

I attempted to open a case for a FSLogix deployment on-prem but was unable to submit a ticket using any of the links posted above except for the Azure customer link.  The multiple support staff within Microsoft have been unwilling or unable to get my ticket assigned to the FSLogix team despite multiple requests.

To submit a ticket for FSLogix to Azure you need to have an active support plan which is not documented anywhere.  Without that I was told to go use this forum for support.

It seems like Microsoft removed all non-Azure support resources but advertises that they offer support above which is quite deceitful.

Answer 16

Hi, I found the FSLogix support option in the Azure portal here:

Help + Support > Azure Services > Technical > Subscription > Change to All Services  > Service is Windows Virtual Desktop

Hope this helps.

Answer 17

And for those of us NOT using FSLogix in Azure?

What about FSLogix on-prem?