# Prerequisites Support

This page will have a description of which prerequisistes are required for technical support via the Support Desk.

The idea here is that the first-line support requests or retrieves this information from the end customer which is reporting the issue/support.

To provide proper support we need the following;

* [**Issue description**](#issue-description)
* [**Information of the installed/used Trust1Connector**](#trust1connector-information)
* [**information of the Operating system used**](#operating-system-information)

Bundle all this information and send this to our service desk

## Issue description

To provide support we do require some information about the issue, a concise but complete description of the issue that the end-user is facing helps us understand what the user is trying to do and what components could be the culprit.

This also includes a short but descriptive title for the issue/bug you want to log

## Trust1Connector information

For support in regards of the Trust1Connector we need the following information;

* Trust1Connector Version installed
* Trust1Connector SDK version [used in the web application](https://t1t.gitbook.io/t1c-js-guide-v3/3.7.x/core/core-service#get-the-javascript-sdk-version)
* [Trust1Connector log files](https://t1t.gitbook.io/t1c-js-guide-v3/3.7.x/installation-faq#where-can-i-find-the-log-files)
* [HAR file](https://t1t.gitbook.io/t1c-js-guide-v3/3.7.x/troubleshooting#generating-a-har-file-for-support) which shows what actions have been triggered on the web application (optional)

## Operating system information

The following items that are required will be in the context of the operating system and network situation.

* Which operating system is being used (Windows, MacOS, Linux)
* Which version (including build for windows) is used
* Does the user use a VPN or a Proxy on his system
* Is the user connected to a corporate network where various policies are enforced
* Is the user logged in on a Remote Desktop machine