How to open a FSLogix Support Request RRS feed

  • General discussion

    • 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): - Help + support - New support request - Issue type: Technical \ Service: Windows Virtual Desktop \ Problem Type: FSLogix



      For customers with still current FSLogix support agreements please email your information We will respond as soon as we can and create a case as appropriate.


      FSLogix Documentation:


       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.

    Monday, July 1, 2019 4:57 PM

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