Understanding the MikroTik Support process

 

Understanding how the MikroTik support process works and how to ask for help can save a lot of time and frustration when you need assistance with features, configurations, hardware or potential bugs.

MikroTik Support…where do I start?

There are a number of ways to get assistance with MikroTik devices and software including: E-mail support, forums, Facebook, distributors and professional consulting.

One thing to keep in mind for all correspondence with MikroTik is they are based in Riga, Latvia which is GMT +3 in the spring/summer and GMT +2 in the fall/winter.

 

Time in Riga, Latvia

MikroTik Forums

This is probably the best place to start if you need assistance figuring out an issue or what support avenue to use.

The MikroTik forums are a great resource as long as you do a little homework.

The key to getting answers out of the forums is to provide information, configurations (edited for sensitive information) and drawings to help clarify your issue.

Forum members and official MikroTik support members are more likely to provide support when they can read a post and quickly offer a recommendation without having to ask lots of follow up questions.

 

Tips for getting the most out of the forums

 

Basics

Use the search feature in the forums to see if your issue has been discussed before

Use google to help with this by using  site: forum.mikrotik.com in your search.

example:

If possible, try all of the latest code versions from the Bugfix, Current and Release Candidate versions to see if it resolves the issue.

 

Writing your posts

Read MikroTik’s suggestions for writing a forum post which includes text formatting suggestions – Getting the most out of the MT forum

‘ASCII drawings’ and network drawings using paint or other drawing programs make it more difficult to understand the topology. Use a program like Visio or lucidchart.com  to illustrate your network topology.

Describing the network topology (even a simple one) makes it much harder for people to help you. If you want answers, draw it out.

 

Forum Etiquette

Be polite – don’t ‘demand’ answers if nobody has answered your question in a few hours. Sometimes it take a while to get the right answers.

The more you contribute to the forum, the more likely you’ll be to get answers when you need them. Users who only ask questions and never provide feedback or help other users don’t tend to get as much help after a while.

For the reason above, the forum should not be considered a resource to address critical and time-sensitive issues – the forums are best for issues that don’t need to be resolved immediately.

Official MikroTik support via E-Mail

The key to understanding how to interact with MikroTik support is much like the advice for the forums.

The more complete and well documented your ticket is, the better chance you have of getting a resolution.

The most important part of opening a ticket is to test the issue you’re experiencing on all three versions of RouterOS (Bugfix, Current, Release Candidate) and obtain a supout.rif for each of them. This is very important as it will minimize a follow up e-mail from MikroTik support asking you to upgrade and then test again.

Tips for opening and managing a ticket

  1. Provide detailed information.
    1. Description of the issue and the steps to repeat it.
    2. Network drawings.
    3. Configurations of other devices (if relevant)
    4. packet captures (can be very helpful to identify and correct bugs)

Be aware of the time difference between where you are and MikroTik (Riga, Latvia) – If you send and respond to support tickets during hours that MikroTik is awake and working, you’ll see faster responses.

 

Waiting for bug fixes

Understand the limitations of fixing issues in RouterOS – If something can be fixed quickly, MikroTik is pretty good about getting it fixed and released.

Some issues can be patched easily and MikroTik will put them in the list for a future RouterOS release.

Some issues take longer to patch due to complexity and may be a while before they can be tested and released.

Certain issues cannot be fixed due to limitations in the Linux kernel and MikroTik will usually tell you if this is the case.

 

MikroTik Distributors

MikroTik Distributors can be a great source of support for assistance with setup and configuration as well as issues with hardware.

If you suspect that you have a hardware issue that might require an RMA, try a netinstall first to see if that corrects the issue and if it doesn’t, work with your distributor to replace the device.

Netinstall

https://wiki.mikrotik.com/wiki/Manual:Netinstall

 

MikroTik RouterOS Users (Unofficial) Facebook group

The MikroTik RouterOS users group is a fantastic source of information and news about MikroTik

https://www.facebook.com/groups/RouterosUsers/

Many of the same rules as the forums apply in the Facebook group.

Be sure to search the group to see if your question has already been asked, be polite and be as detailed as possible when asking questions to get better answers.

This is actually one of the fastest ways to get answers as the group is rather large and many MikroTik consultants participate in the group and are willing to help newcomers

Professional MikroTik Consulting

If all of the other resources don’t seem to get you the answer you’re looking for or you don’t have time to wait, consider hiring a professional MikroTik consultant.

MikroTik consultants must hold at least one engineering level certification to be listed on the consulting list.

Participation in the MikroTik forums, Attendance at MikroTik User Meetings and presentation at MikroTik User Meetings all influence the ranking of a MikroTik consultant.

https://www.mikrotik.com/consultants

IP ArchiTechs is the largest MikroTik consulting company in the world and has certified MikroTik consultants on multiple continents.

 

 

IP ArchiTechs also participates in the MIkroTik Community by:

– Attending multiple MikroTik User Meetings around the world.
– Answering questions on the official forums and unofficial Facebook pages.
– Performing R&D on MikroTik products and presenting the results at MUMs and via blog posts.

Click below to speak with the IPA sales team about a consulting engagement.

https://iparchitechs.com/contact-us/