Technical Support

To have access to Delinea Technical Support, you must have an equal number of unexpired user and support licenses. All support licenses expire 365 days after they are issued.

Technical Support Coverage

Accessing Upgrades

Supported customers have access to all new releases (both minor and major). See Upgrading.

Requesting New Features and Providing Feedback

We encourage customers with active support licensing to provide feedback on our Delinea Ideas Portal.

Getting Technical Support

Step One: Gather Information You May Need

Before you contact Support, gather the following information. Collecting this early—even before opening a case—helps Delinea Support quickly determine root cause, match symptoms to known issues, and identify workarounds.

Contact and Account Information

  • Your Delinea Support user name and password
  • The email account already associated with your account (if using email)
  • Your company name
  • The technical contact name and phone number
  • The product name
  • Any other relevant details, such as hours the technical contact is present

Problem Description

  • A concise problem description, including the full text of any error messages
  • What the user was doing when the problem occurred, for example:
  • Installing software or performing maintenance
  • Normal usage when the product malfunctioned
  • A failure following network changes or a patch or maintenance window
  • A failure following a product upgrade
  • The timestamp or time range when the issue occurred, including the time zone
  • The number of users or endpoints affected
  • The Secret ID/Name, User ID/Name, or machine name involved in the issue

Product and Environment Versions

  • Secret Server On-Premises version or your Secret Server Cloud URL
  • Distributed Engine version
  • RabbitMQ version
  • Protocol Handler or Connection Manager version
  • Advanced Session Recording Agent version
  • OS version and build of the affected machines (server and client)

Architecture Overview

  • Number of Secret Server nodes, sites, and Distributed Engines per site
  • Whether a load balancer is in use
  • SQL high-availability or replication configuration
  • Server specs: CPU, RAM, and disk space

Logs

Depending on the issue, Support may need one or more of the following:

Screenshots and Configuration Details

  • Screenshots of the error message
  • Screenshots of the relevant configuration (secret Template, Policy, password changer, and so on)

Issue-Specific Information

  • Authentication issues—The type of authentication in use (SAML, Entra ID directory services integration, OIDC, MFA, and so on).
  • Licensing issues—A screenshot of the licensing page: Admin > Licensing (On-Premises) or Admin > Cloud Subscription (Cloud).
  • SQL-related issues—A SQL Trace, the Secret Server database table size and row counts (from SQL Management Studio: right-click the Secret Server database, then select Reports > Standard Reports > Disk Usage by Top Tables and export as PDF), and any SQL deadlock graphs.
  • UI or browser-extension issues—A browser HAR file or an extension HAR file.

Step Two: Get a Mandatory Support PIN

Secret Server

The support PIN validates that your license includes support. You must provide the PIN in your email or when you call. The PIN also makes it easier for Delinea Support to locate your customer records.

To get your PIN:

  1. Log on the Support Portal using the credentials you received when you became a Delinea customer.
  2. On the main page, click the large blue PIN bar to get your PIN. The PIN appears on the button.
  3. Record your PIN.
  4. If you want to use the ticketing system for support, leave the browser tab open and return for Step Four.

Secret Server Cloud

The support PIN validates that your license includes support. You must provide the PIN in your email or when you call. The PIN also makes it easier for Delinea Support to locate your customer records. In addition, there is a separate privileged PIN for accessing your cloud instance.

To get your PIN:

  1. Log on the Cloud Manager Dashboard.
  2. Click the Generate Tech Support PIN button. A Tech Support PIN popup appears.
  3. Record your PIN.
  4. Click the Generate Privilege PIN button. Another Tech Support PIN popup appears.
  5. Record your privileged PIN. Privileged PINs begin with "p."
Providing a privileged PIN gives Delinea Technical Support write access to your cloud database for one day. Secrets and other sensitive data remain encrypted and unreadable.

Step Three: Choose a Support Method

Delinea customers have access to support by phone, email, and the support ticketing system (best for issue tracking). In all cases, you must first obtain a support PIN.

For Severity 1 issues you must use phone support. Severity 1 means a critical problem that has caused complete loss of service and work cannot reasonably continue at your worksite. Otherwise, use the method you prefer.

Step Four: Contact Support

Click the Support link on the menu above for support email addresses and phone numbers. Then contact Delinea Support using one of the methods below.

Phone Support

Delinea delivers support by phone worldwide. Select the applicable number from the list on the Support link in the menu above.

Email Support

Send your email to support@delinea.com with the PIN number as part of the subject line of your email. For example: PIN 345 Workflow Stopped Unexpectedly. Include all the information listed in Step One.

You must send your email using an email address already associated with your account at Delinea. Otherwise, it might delay the response.

Ticketing System Support

To open a support ticket and track your issue to resolution:

  1. Visit the Support Portal and log in using the credentials you received when you became a customer.
  2. Click Log a Case to create a new case, or click Case Management > Cases to manage an existing one.