Support
Support
Product questions, licensing enquiries and problem reports all go to the same address. There is no contact form on this site: a form whose destination is unclear serves you less well than a published address.
What you can ask about
Product and licensing
When it will be available, how the licence works, wanting to evaluate it, wanting to buy it. There is no self-service purchase flow, so all of that is handled directly by email.
Something broken, or behaving differently
A feature that will not work, a RouterOS version or a particular model that behaves differently from what the documentation says, or a result you cannot make sense of. All welcome.
Security problems
If you find a security problem, tell us privately by email — not in a public issue. Security fixes are provided for the latest version only.
Please put these four things in the email
With these, what would have been several rounds of questions is usually one reply.
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The RosRunner version
It is in the status bar, and Help → About RosRunner lets you copy it along with the build date.
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Your Windows version, and the RouterOS version on the device
Both ends matter. RouterOS 6.x and 7.x differ enough that the same symptom can have entirely different causes on each.
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Which kind of connection you were using
The one WinBox uses (8291), API, SSH or REST? And if it was a command run, which of the five options. Several behaviours genuinely differ depending on how you connected.
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What you did, and what happened next
In order: what you clicked, what you expected, what actually happened. If the application showed a status line or an error, pasting the exact wording helps far more than describing it in your own words.
What to expect
Support is by email. You will not find "reply within N hours" or "24/7" written here, because neither is an agreed commitment. What actually applies to you is in your purchase terms or written agreement, not on this page.
The application also has a diagnostics window that assembles a report package on your own machine and lists item by item what is in it. It does not send anything anywhere. Whether you attach that package to an email is entirely your decision.
Before you write
The troubleshooting guide covers not being able to connect, a kind of connection that cannot do the job, and what to do when an outcome is uncertain.