If you’re experiencing issues with one of our products, please don’t hesitate to reach out to us at support@hyte.com for assistance with troubleshooting.
To help us better understand and provide the appropriate support, please provide the following information:
- A detailed description of the problem: Include any error messages, symptoms, or unusual behavior you’ve noticed.
- Photos or videos (if applicable): Visual documentation can be helpful for diagnosing any possible hardware or software issues.
Additionally, we will need some system information to begin our troubleshooting process. Please follow the instructions below to gather the necessary files and attach them to your email when reaching out to us.
How to Locate and Retrieve Debug Logs and DxDiag Text Files:
- Open File Explorer and enable the option to view hidden items.
- Navigate to the following directory to access Nexus logs:
C:\Users\YOUR_USER_ACCOUNT\AppData\Roaming\HYTE Nexus\logs - Please attach all logs in this directory to your form.
Retrieving USB Tree Screenshot:
Please install USB Tree and provide a screenshot after the application has completed running. This will help us determine if there are any issues with specific ports.
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USB Tree Report - Download the Application here. https://drive.google.com/file/d/1_zoBCtrHWkY1DjZxmRF6TFZ8eLTqvded/view
For the USB Tree report, we'll need a screenshot of what you see after the application runs. It should look similar to the example below.
