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awsterrie asked ·

How do I get support for Amazon Chime?

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awsterrie avatar image
awsterrie answered ·

To get help...

If you are a member of an Amazon Chime Team or Enterprise account, please contact your administrator or Help Desk to receive support.

If you are an AWS administrator and need to contact support for an Amazon Chime issue or question, choose one of the following options:

If you are participating in the Amazon Chime free trial, please see the instructions here: https://answers.chime.aws/articles/139/free-trial...

Information to provide...

Below is a list of information that is helpful for our team to use to diagnose what might be going on. Provide as much of it as you have the time to tell us.

  1. The Amazon Chime Version from the following location:
    • Windows: Help > About Amazon Chime
    • macOS: Amazon Chime > About Amazon Chime
    • Web application: Amazon Chime menu (to the right of your name) > About Amazon Chime
    • Mobile (iOS and Android): Choose the gear icon in the upper left of the screen and choose About
  2. Send us your client logs and provided reference id:
    • Authenticated clients (you have a Chime account and signed in) -
      • Capture the reference ID and provide it in your trouble report.
        • Windows and macOS: Help > Send Diagnostic Logs
        • iOS and Android: Choose the gear icon in the upper left of the screen. Then scroll down and choose Send diagnostic logs
        • Web application outside of a meeting: Amazon Chime menu (to the right of your name) > Settings > Send Diagnostic Logs
        • Web application during a meeting: More > Send feedback > Include diagnostic logs check box
        • Web application after a meeting: More > Send feedback > Include diagnostic logs check box



    • Unauthenticated clients (you attended a meeting without signing into a Chime account)
      • Windows: Launch the app and choose Help in the upper right of the screen and then Send Diagnostic Logs. Provide an email address and choose Send. Include the email address used in your trouble ticket.
      • macOS: Launch the app and choose Send Diagnostic Logs from the Help on the top left menu bar. Provide an email address and choose Send. Capture the reference ID and provide it in your trouble report.
      • iOS and Android: Launch the app and choose Send Logs in the upper right. Enter your email address and choose Send. Capture the reference ID and provide it in your trouble report.
      • Web application: Click on the meeting link again and join (even if the meeting has ended), Leave the meeting and then choose Leave feedback, provide an email address and make sure the check box is checked for Include diagnostic logs. Include the email address used in your trouble ticket.

  3. Describe your issue:
    1. Was it during a meeting or with Chat? If a meeting what was the meeting ID?
    2. Was it with audio, video, screen share, remote control or in-room video?
    3. If audio
      1. Were you dialed in or connected via VoIP?
      2. Did you hear your voice echo, did others hear echo and you did not?
      3. Was the audio choppy, have static or did it sound robotic?
      4. Are you using native sound or do you have a headset or earbuds? If so, wireless or plugged in?
      5. Were you in a conference room using a built in audio or in-room video system?
      6. Were there more than one person in the room with you? Are you in an open seating area?
  4. Describe your setup:
    1. Were you using an Amazon Chime App or dial-in/web screen viewer?
    2. What operating system are you running on your device?
    3. Which client were you using: Windows, macOS, iOS, Android or the web app? If the web app, what browser were you using?
    4. Were you signed into an Amazon Chime account? What is the email address you use to sign in?
    5. What was your connection? Wifi, ethernet/plugged in, mobile wifi, mobile data, mobile cellular?
  5. Time issue occurred:
    1. When did you experience the problem you are reporting? Please include your timezone.
  6. Other troubleshooting you might have tried:
    1. Did you try anything to help resolve the problem (restart Amazon Chime app, reboot your computer, try a different browser, switch to a different device)?
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Documentation

View the Amazon Chime User, Administration Guide and API Reference on the AWS Documentation site.

Website

Find more information about the Amazon Chime solution, pricing, customer references, getting started, and other resources.