> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/smb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/smb/help-resources/troubleshooting/reporting-an-issue.md).

# Reporting an Issue

If you are not able to find the answer within the SMB Help Centre, follow the process below to report an issue.

**Triage process:**

* Search for the answer in the SMB Help Centre – Installer and Customer.
* Complete the training or refer to the training videos or training information provided.
* Contact your Distributor (who you purchased the Gallagher SMB hardware from) - NZ or Australia.
* Follow their Technical Support processes for Level 1 & Level 2 support.
* If the issue isn’t resolved, it can be escalated to Gallagher Technical Support.

Minimum information needed to effectively investigate an issue.

**Installer Issues:**

* Urgency / Priority
* Distributor Name
* Install Partner Organization Name
* Technician Name
* Site Name
* Controller ID (32-character number on Controller and in the Controller lightbox of Installer App)
* Controller MAC - if a hardware issue
* Check and record the Controller LED flash pattern if it is a Controller issue.
* Time the issue first occurred.
* Permaconn issues (if applicable): PM54 Serial Number, PM54 Mode - Alarm Monitoring and/or Cellular Backup Router, PM54 LEDs

***Details of the issue and how to reproduce.***

**Customer Issues:**

* Urgency / Priority
* Customer name
* Site name
* Install Partner Organization.
* Mobile device details: Make, Model, OS Version
* Mobile App log file if possible 
* Time the issue first occurred.

***Details of the issue and how to reproduce.***


---

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