# Collect support information

> Check service status, export a support package from Settings General, and choose the right channel to send it to Bitfocus.

Buttons lets you package everything a support engineer needs (version, service status, connection logs, and configuration) into one file, so you can get help fast without a remote session into your install. This page walks through gathering that evidence and getting it to the right place. Before you begin Have access to: Settings → General , for version info and the Support section. Settings → Services , for service status. Connect → Connection , if a specific connection is involved: see Monitor and troubleshoot a connection for reading its status and logs. Example: a service won't recover after an update A Buttons install runs unattended. After an update, something isn't right: a position isn't updating, or a colleague reports a control not responding, and nobody is on-site to plug in a keyboard and look. Open Settings → Services . The System Health banner at the top reads either OK ("All services are running normally") or flags a problem, and every service is listed with a status dot ( Running , Starting , Waiting , or Stopped ) and its Uptime . Find the service that isn't Running , or whose Uptime just reset unexpectedly. Select the restart icon in that service's row to restart it. This acts immediately with no confirmation step, so restart only the service you've identified as the problem, not services that are already running normally. (The key-value store's restart control, Valkey on macOS/Linux or Garnet on Windows, is disabled, since restarting it would affect every other service.) If the service comes back and stays Running , the install is healthy again. If it won't come back, or comes back and drops again, open Settings → General and select Export Support Package . This downloads a ZIP containing your database export (secrets excluded), every service's logs, and a data dump from the underlying key-value store: everything a support engineer needs to see what happened, without needing access to the machine itself. Example: choosing where to send it Pick the channel that fits the problem: The Contact support form on bitfocus.io: select the round button in the lower-right corner of any page on the site, including these docs. Describe the issue, fill in your name and email, and add what you know about the product version, operating system, and any connection or device involved, then select Send request . Bitfocus replies by email. Email support ( support@bitfocus.io ) or the Slack Community Chat , both linked from the dashboard's "We're here to help" section, are also for personalized help with a specific problem. Email is the channel to use when you need to attach the support package, since the form has no attachment field. If the problem is with a specific connection module rather than Buttons itself, use that connection's Bug Report button (on its Config page) instead: it opens an issue against that module's own GitHub repository, where its maintainer can see it directly. If you've exported a support package, email it to support rather than describing the problem in the form alone: the package gives a support engineer everything they need to see what happened. If you get stuck What you see What to try You're not sure which service is the problem. Check Uptime as well as status: a service stuck restarting will show a very recent uptime repeatedly. Restarting the service doesn't help. Export the support package and email support rather than continuing to restart it: repeated restarts won't fix an underlying cause on their own. You don't know if this is a Buttons problem or a connection module problem. Check the connection's own status and logs first: see Monitor and troubleshoot a connection . Where to go next Monitor and troubleshoot a connection , for connection-specific status and logs.