How to open a support case?

[martinv]

Hi!

I just tried to open a support case.

- In the service portal, clicking the middle icon left of my username and "Contact support" opens a dialog tellling me to email spsupport@vmssoftware.com
- an email to that address is returned as undeliverable with an error status of "550 5.7.1 TRANSPORT.RULES.RejectMessage; the message was rejected by organization policy" by a teracloud.com Office365 server. Same for a mail to support@vmssoftware.com

I think that our mails get encrypted and signed by an external service provider. Could that be the reason?

Thanks in advance for any insights,
Martin

[mister.moderator]

Hello Martin,

I had IT look into the email server logs and they found that the email was rejected because it contained an htm or html file. If you are trying to supply a vsi$support.html file please rename it with .htmltxt as the extension. If this was not the case, do you know why a htm or html file would be attached to your email?

[martinv]

Thanks for the hint.

My first (rejected) mail had the data in a ZIP attachment, of course including the VS$SUPPORT files in HTML format. In the second try I attached those files (plus a log from the crash) directly.

Now, after renaming the attachments to .htmltxt (and the log to .logtxt), it currently seems the mail did not get rejected.