Getting Help

Well, you might not have picked this adventure, but here we are—like two people stuck in the same elevator, except with Wi-Fi and snacks (or, at least, the hope of snacks). Let’s make the best of it and get through this together!

Check out the awesome resources below or flag us down for some VIP-level attention — because you deserve it, even if you’re only here for the free coffee (disclaimer: coffee not actually provided)

Getting Help

Well, you might not have picked this adventure, but here we are—like two people stuck in the same elevator, except with Wi-Fi and snacks (or, at least, the hope of snacks). Let’s make the best of it and get through this together!

Check out the awesome resources below or flag us down for some VIP-level attention — because you deserve it, even if you’re only here for the free coffee (disclaimer: coffee not actually provided)

Resources for Gradient users
Resources for administrators

For Gradient Users

Do you use Gradient for your work or organization? Please check out the resources below for using Gradient.

Self-Service

Apply a Quick Fix

Easy. Painless. Fast.

If you’re using Windows or MacOS and experiencing an issue authenticating into your organization’s services, first try restarting your Gradient client. This can quickly resolve some issues.

How to restart your client

1. Find and click on your Gradient client in your task/menu bar:

2. Select Restart client

If this does not resolve your issue, please see below to contact support. Or you can troubleshoot your problem further (see right).

Troubleshoot Your Problem

Are you running into an issue authenticating into your organization’s services and would like to try troubleshooting yourself? If a Gradient client restart didn’t work (see Apply a Quick Fix to the left), please refer to Gradient Users: Troubleshooting your Problem.

Contacting Support

If you can’t find an answer to your problem here, work directly with your organization and, if you’re using Windows or MacOS, please Submit a problem to provide us with your logs so that we can work with your organization to help resolve your issue.

Submit a Problem

If you are using Windows or MacOS and experiencing an issue authenticating into your organization’s services (and restarting your client didn’t fix your issue (see above)), please use your client to Submit a problem which will send us your logs and initiate a case. Your logs always provide us with the best information for resolving your problem quickly.

How to submit a problem

1. Find and click on your Gradient client in your task/menu bar:

2. Select Submit a problem

3. The client will create a log bundle zip file. Please drag and drop this onto the File upload: area of the Please report a problem form. And please submit your form once completed.

If the Gradient client isn’t in your task/menu bar, please collect and share your logs and proxy settings (if you’re able) and Initiate a case (see right).

Initiate a Case

If you cannot Submit a problem (see left), please initiate a support case with us using the Please report your problem form. Please provide as much detail as you’re able about your problem. If you’re using Windows or MacOS and able to find your logs and proxy settings and upload them to the form, that will help us expedite a resolution.

Send an Email

Submitting a problem (see left) will always provide us the best information for helping resolve your problem quickly. If you don’t need to initiate a support case and would like to reach Gradient support, please send us an email.

For Gradient Admins

Are you managing Gradient for your organization? Please check out the resources below to help you easily integrate, deploy, and manage Gradient.

Resources

Knowledge Base

Key Topics

Getting Started: Integrations

Client Downloads

Client Installations/Deployments

Troubleshooting User Issues

Admin

Supporting Users

Suggest a Quick Fix

This is easy and fast for a user to complete.

If they’re using Windows or MacOS and experiencing an issue authenticating into your organization’s services, first try restarting the Gradient client. This can quickly resolve some issues.

How to restart the client (Windows, MacOS)

1. Find and click on the Gradient client in the task/menu bar:

2. Select Restart client

If this does not resolve the issue, please see below to contact support. Or you can troubleshoot the problem further (see below).

Have Them Submit a Problem

If the user is using Windows or MacOS and experiencing an issue authenticating into your organization’s services (and restarting the client didn’t fix the issue (see left)), please have them use the client to Submit a problem which will send us their logs and initiate a case so we can work with you on this. Logs always provide us with the best information for resolving a problem quickly.

How a user can submit a problem from their endpoint (Windows, MacOS)

1. Find and click on the Gradient client in the task/menu bar:

2. Select Submit a problem

3. The client will create a log bundle zip file. Please have them drag and drop this onto the File upload: area of the Please report a problem form. And please have them submit their form once completed.

If the Gradient client isn’t in their task/menu bar, please work with the user to get their logs and proxy settings and Initiate a case (see below).

Troubleshoot Their Problem

If one of your users is running into an issue authenticating into your organization’s services and you would like to try troubleshooting the issue? If a Gradient client restart didn’t work (see Apply a Quick Fix above), please refer to Troubleshooting User Problems.

Contact Support

If you need to reach Gradient support, please refer to the multiple options below.

Contacting Support

If one of your users is having a problem on Windows or MacOS, please have them Submit a problem (see above) to provide us with their logs so that we can work with you to help resolve their issue quickly. And contact us using one of the methods below if you need our help.

Message Us on Your Slack/Teams Channel

If you’re like most of our customers and have set up a Slack or Teams channel with us, please reach out to us there with any issues, questions, or just to say hello.

Initiate a Case

Please initiate a support case with us using the Please report your problem form. Please provide as much detail as you’re able about your issue, problem, or question. If you’re inquiring about a user issue, please ask them to Submit a problem, as outlined above, and send us their logs if they’re using Windows or MacOS. If they are not able to Submit a problem, please work with the user (Windows or MacOS) to get their logs and proxy settings. User logs are the best way for us to help resolve a user problem quickly.

Send an Email

Submitting a problem (see above) will always provide us the best information for helping resolve a user’s problem quickly. If you don’t need to initiate a support case and would like to reach Gradient support, please send us an email.

Call Us

If your service support plan description includes phone support, use your support number to talk to a live agent.

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