We hope that your implementation of IRIS Audio is smooth and your call audio is improved. However, things can sometimes go wrong. When that happens, this is how you can resolve any issue you have.
Who to contact?
The first port of call is to email support@iris.audio. This will create a ticket automatically with our support team and we will get back in contact with you ASAP.
If you are an enterprise team and have a sales or account representative, please CC their email address in the same email.
Alternatively, fill out the linked support form.
What information to include?
If the issue you are facing is technical (you can't log in, there is a connection issue, an app crash etc.) then the following information will help us to get to the bottom of what is going on.
- What exactly is the issue? (Giving us as much information and detail as possible will help us)
- What is the IRIS Clarity app version you were using?
- What were the steps that led to the issue?
- Who did this happen to? (a name or email address will help us find the correct logs)
- When did this happen? (the more accurate the timestamp, the easier it is to find the correct logs)
In addition to this information, there are some extra logs that are saved on local device.
C:\Users\{user name}\AppData\Local\IRIS_Clarity
Please send over any logs you can find in Logs folder. If the app has crashed, also send anything that exists in the Sentry folder.