What information should I provide to Zipato support?

Bellow mentioned information can help us to rapidly troubleshoot a problem:
- serial number of your Zipato Controller and Firmware version you have installed
- manufacturer and exact model/type of the device with problem
- does the joining/inclusion mode work normally on you Zipato Controller (when you start "add new device", does the countdown start?)
- have you successfully joined thee problematic device with Zipato Controller, if not can you please describe what happened
- if the problematic device has worked normally previously, can you describe if and when did you change something relating to this device on your Zipato Controller or on the device itself
- did you change the position/location of this device or Zipato Controller
- do you have any obstacles that could interfere with the RF signal between Zipato Controller and the device in question
- how far is the device from the Zipato Controller

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