Online Support System
The Tyan Online support system is designed to handle all types of customer inquiries from technical support issues to various pre-sales related requests and much, much more.
For Tech Support inquiries, TYAN offers an Instant Online Tech Support Help system (i.e. Web Portal) which allows you to log in, file tickets or check progress on an issue, review your usage history and much more.
For Pre-Sales inquiries, Tyan offers an Online Pre-sales Support system which allows you to request information on the latest technology, request specialized sales assistance, find preferred vendors or distributors and locate system integrators.
NOTE: To use the Web Portal, you must already have a user name and password. If you do not already have an account, you can create one with these instructions or click here: Go Register Now!
- 1. Click on "Instant Online Tech Support Help"
- 2. Then click on "Create new account".
- 3. Follow the on-screen instructions to create an account.
There are multiple categories available from the New Request drop down menu. Make sure to choose the appropriate request form from the drop down menu so that your specific requests are handled in a timely manner.
Use the above links to help answer any further questions you may have about how to interact with the Online Support system.
Best Solutions System
The TYAN Best Solutions (Knowledge Base) system is designed to help you get the answers you need, as quickly as possible. To use this service to search for Best Solution articles, just type the keywords that you want to search in the Search Phrase field. To help increase accuracy of the search results, you can search by Any Word, All Words, or the Exact Phrase.
Online Support FAQ's
I am interested in one of your products. How do I initiate a request for more information?
Once you have created your user account you will have access to HelpSTAR and the ability to submit your request. You can see from the reference bar above that if you have a Pre-Sales related request we have created a separate template that has been designed specifically for this type of information. Choose the Pre-Sales option from the drop down menu and then fill out the appropriate information. Once you have submitted your question, the correct Tyan representative will help to resolve that inquiry quickly.
What Linux based web browsers are supported with the Tyan Support Portal?
The Helpstar software is only compatible with Mozilla/Firefox web browsers. No other Linux based browsers are supported.
What Windows based web browsers are supported with the Tyan Support Portal?
The use of IE 6 and IE 7 are fully supported with the Tyan Support Portal.
Why can't I create a New User account when using Internet Explorer 7 beta?
This is a known issue with the use of IE 7 Beta. You will need to un-install IE 7 Beta and go to the Microsoft site and re-load IE 7 in order for this function to work correctly.
Why can't I access the Support Portal when using Mozilla 2.0.01 or 2.0.0.3?
There is a known issue with the use of Mozilla 2.0.0.1 and 2.0.0.3 with the Helpstar software. Helpstar is currently resolving this issue and it will be fixed soon with the latest update. We apologize for any inconvenience this may cause in the time it is being resolved.
Do I contact Helpstar if I have any problems with the Tyan Web Portal?
You would NOT contact Helpstar directly if you are having issues with the use of the Web Portal. You would contact Tyan directly if you are having issues with the use of this particular support software. There are multiple email addresses that you can contact tech support directly at about this issue. You can find those addresses at this web link: http://www.tyan.com/contact.aspx