Steps to prepare your support case

• Before submitting a case, check for any ongoing incidents or scheduled maintenance at status.flexera.com, as these may impact performance. We recommend subscribing to the Status page for real-time updates.
• If the issue is isolated to IT Asset Management, confirm that a reconciliation is not running, as this may temporarily slow down the UI.

Include the following information when submitting your case:

1. OrgID
• Find your OrgID within the Flexera One URL: https://app.flexera.com/orgs/{OrgID}/landing
2. Timeframe
• When did the performance delays begin? Include specific dates and times.
3. Affected pages
• Which pages are slow to load?
4. Performance impact
• How much longer do pages take to load compared to normal?
5. Error messages
• Include screenshots of any errors you encounter.
6. HAR trace
• Follow this guide to capture a HAR file: Capture web session traffic in a HAR file for troubleshooting.
7. Console errors
• When running a HAR trace, before closing the Developer Console, screenshot any errors shown in the Console tab.

When submitting your case:

• If the issue is limited to a specific capability, select that capability as the version.
• If the issue affects login, select Administration & Login.