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Can't add new ticket through Helpdesk System

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szymondob



Joined: 20 Jul 2020
Posts: 4

PostPosted: Mon Jul 20, 2020 8:09 am    Post subject: Can't add new ticket through Helpdesk System Reply with quote

Hello,

I'm trying to report memory leak using support.ioncube.com however every attempt results in "We encountered a problem (cross-site request forgery detected); please try again" and "Sorry, we encountered a problem (invalid department). Please start over.".

I've tried choosing different departments and every field is filled.
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alastair



Joined: 23 Feb 2010
Posts: 377

PostPosted: Mon Jul 20, 2020 9:44 am    Post subject: Reply with quote

Have you used your new account, that you just created with the szymondob username, or have you used your company account to create the ticket?
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Alastair

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szymondob



Joined: 20 Jul 2020
Posts: 4

PostPosted: Mon Jul 20, 2020 9:57 am    Post subject: Reply with quote

I've used new account created using the same email address. Do I have to be member to report an issue?
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alastair



Joined: 23 Feb 2010
Posts: 377

PostPosted: Mon Jul 20, 2020 10:01 am    Post subject: Reply with quote

Hi,

You can report a problem as a new user but it is far better if you use the existing account.

What browser are you using and what plugins/extensions?
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Alastair

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alastair



Joined: 23 Feb 2010
Posts: 377

PostPosted: Mon Jul 20, 2020 10:11 am    Post subject: Reply with quote

Further to my previous message, did you use https://support.ioncube.com/ as the URL?
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Alastair

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szymondob



Joined: 20 Jul 2020
Posts: 4

PostPosted: Mon Jul 20, 2020 10:26 am    Post subject: Reply with quote

Yes, URL I used is the same.

Chrome 84.0.4147.89 (64 bit) on Ubuntu 18.04. Tried with every extension disabled and problem persists.
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alastair



Joined: 23 Feb 2010
Posts: 377

PostPosted: Mon Jul 20, 2020 10:36 am    Post subject: Reply with quote

Thanks for that further information.

Please would you try creating a ticket through your company account. Please create the ticket for the Licensing department.
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Alastair

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szymondob



Joined: 20 Jul 2020
Posts: 4

PostPosted: Mon Jul 20, 2020 10:53 am    Post subject: Reply with quote

I've managed to create ticked but without attachments. Are there any size/name restrictions?
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alastair



Joined: 23 Feb 2010
Posts: 377

PostPosted: Tue Jul 21, 2020 8:10 am    Post subject: Reply with quote

Thanks for creating a ticket. I believe there is a 2 MB limit on ticket attachments.
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Alastair

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