Customer Support

Submitting a GO-Global for UNIX / Linux Technical Support Problem using Email

Customers with valid GraphOn Maintenance Agreements have fast online access to open a case, or add notes to an existing case.

Don’t have a Maintenance Agreement? Contact your authorized reseller for technical assistance or Contact a GraphOn Account Representative to determine the maintenance options available.

For technical issues, questions, or feature requests, you are required to open a support case in order to make your request “official.” Once you have been assigned a case, there may be combination of phone calls or emails, but all communication is “tracked” to your case number.

  1. Open a support case by sending an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

    The “sender” will automatically receive updates and correspondence. Colleagues who should also receive updates via email should be added to the CC: line.

  2. Format the email subject line as follows:
    Distributor or Reseller (if any)/Customer: Problem summary – GraphOn product.

    Examples:
    ACME/NTW Building: Unable to connect–GO-Global for UNIX
    SBSolutions/NTW Building: Unable to connect-GO-Global for UNIX
  3. In the body of the email, include a description of the problem you are experiencing with GO-Global. Please include steps to reproduce.

  4. Please attach the following information:

    V2.2.x
    License Key: $GOGLOBAL_ROOT/etc/license.dat
    Sessions Log: ${Home}/.graphon/log/${USER}-${DISPLAY}-session.log
    Leader Gold Log: $(Home)/.graphon/log/$(USER)-${HOSTNAME}-leader.log
    Master Gold Log: ${GOGLOBAL_ROOT}/etc/gold-${HOSTNAME}-master.log

  5. If you are experiencing authentication or startup issues please include the master log.

    The master log is in the following location on your server:

    V2.2.x
    ${GOGLOBAL_ROOT}/etc/gold-${HOSTNAME}-master.log

After opening a support case, you will receive a reply email from GraphOn with a subject line which includes a unique case number in brackets. Direct all emails regarding this issue to This e-mail address is being protected from spambots. You need JavaScript enabled to view it and do not edit the subject line. When the exact subject line is included in all email correspondence, the support database will be updated and all email addresses in the case will receive copies of every email.