Support Centre
Find product documentation, solve common problems and prepare the information required for an effective ITAutomated support request.
Search ITAutomated help
Search installation, licensing, Citrix, Active Directory, RDS, diagnostics, updates and support topics.
Start with self-service
The fastest route is usually the relevant guide, FAQ answer or troubleshooting workflow.
- 1Search the documentation
- 2Follow the guided resolution steps
- 3Submit a complete request when needed
Structured Documentation
Follow version-aware product guidance written specifically for ITAutomated.
Guided Resolution
Select the affected area and receive the correct first checks and documentation.
Secure Evidence
Prepare useful logs and screenshots without exposing credentials or sensitive data.
Better Support Requests
Supply the product version, module, timestamp, impact and exact error from the start.
Start with the right resource
Use the guide that matches your current stage or problem.
Getting Started
Complete the initial configuration and confirm your first successful connection.
Open guide INSTALL AND UPDATEInstallation Guide
Install a complete build, activate the product and apply approved updates safely.
Open guide BEFORE INSTALLATIONSystem Requirements
Confirm that the administration workstation and environment meet the prerequisites.
View requirements QUICK ANSWERSFrequently Asked Questions
Search clear answers to the most common product and environment questions.
Search answers SOLVE A PROBLEMTroubleshooting
Work through controlled checks for common launch, connection and module failures.
Open troubleshooting WHAT CHANGEDRelease Notes
Review version changes, fixes, compatibility notes and known limitations.
View releasesWhat are you trying to resolve?
Select the affected area to see the recommended first steps.
Installation or update problem
- Confirm that you downloaded the complete win-x64 package for a new installation, not the smaller incremental update.
- Extract the ZIP to a normal local folder before launching the executable.
- Check Windows security or endpoint protection notifications and record the exact message.
- For updates, confirm the installed version meets the package minimum base version.
Citrix connection problem
- Confirm whether you are connecting to Citrix DaaS or an on-premises CVAD site.
- Verify the appropriate Citrix PowerShell SDK or snap-ins are installed and load correctly in Windows PowerShell 5.1.
- Use Sign in to Citrix when DaaS authentication is required, then run Test Citrix connection.
- Record the detected SDK mode, environment name, timestamp and complete error shown by ITAutomated.
Licence or trial problem
- Copy the Computer ID shown on the Overview licence card.
- Confirm the licence was issued for that exact computer and has not expired.
- Paste the complete signed key without added spaces or line breaks.
- Check the Windows date and time if clock validation is requested.
Active Directory or DNS problem
- Confirm the workstation is domain connected or has network access to the target domain.
- Verify the required RSAT Active Directory and DNS tools are installed.
- Start with a read-only lookup or preview and confirm the correct domain controller and DNS server.
- Record the target object, selected server and exact permission or command error.
RDS licensing problem
- Confirm the licence server name resolves in DNS and is reachable from the administration workstation.
- Verify the signed-in account can query the RDS licensing service and WMI/CIM data.
- Check each configured licence server separately to isolate the failing source.
- Record the server name, Windows version, licence-pack version and exact query error.
Diagnostics or Documenter problem
- Confirm the selected component and collector prerequisites are available.
- Run the smallest relevant read-only collection before selecting the complete report.
- Review warnings for unavailable SDKs, RSAT tools, servers or permissions.
- Save the result summary and note the export format that failed or produced incomplete data.
Common questions and next actions
Open the most relevant guide or answer directly.
Understand the available support route
Self-service documentation is available to every customer. Direct product support is included with an active Pro subscription.
| Support option | Free | Starter | Pro |
|---|---|---|---|
| System requirements and installation documentation | Included | Included | Included |
| Getting Started and searchable FAQ | Included | Included | Included |
| Troubleshooting and release notes | Included | Included | Included |
| Software updates and new feature releases | Not included | Not included | Included while active |
| Direct basic product support | Not included | Not included | Included while active |
Scope: Product support covers ITAutomated functionality. It does not replace Microsoft, Citrix or infrastructure vendor support for underlying platform faults.
Prepare a complete support request
Good evidence reduces follow-up questions and helps isolate whether the problem is in ITAutomated, permissions, connectivity or the managed platform.
Identify the build
Record the ITAutomated version displayed in the navigation footer.
Name the module
State the exact page, tab, workflow and action being used.
Capture the error
Copy the complete message and note the exact local timestamp.
Explain the impact
Describe who is affected, what is blocked and whether a workaround exists.
Support preparation checklist
Complete the checklist to prepare a high-quality request.
An infrastructure outage still requires the correct vendor path
For a live Citrix, Microsoft, identity, networking or server-platform outage, follow your organisation’s incident process and engage the responsible platform vendor or infrastructure team. ITAutomated support can investigate product behaviour but cannot replace emergency platform support.
Open an ITAutomated support request
Include the product version, affected module, exact error, timestamp, business impact and sanitised supporting evidence.