If you have an issue with the CalAmp K-12 platform that the articles in this Knowledge Base can't help you with, you can contact Customer Support by creating a case. The first section below shows you how to do so from within the CalAmp K-12 software. The second section demonstrates opening a case from within this Knowledge Base of help documents.


Opening a Case Using CalAmp K-12


You can open a case while using CalAmp K-12 as follows:


  1. From any CalAmp K-12 screen, click the Help & Training icon (  ) on the accordion menu.
      
  2. Click Open a Case.
     
    The CalAmp K-12 Support Help Center will open on a new tab.
     
     
  3. Select the category in which your issue falls.

    Subcategories will appear, depending on which main category you chose:
     
    • Hardware: Antenna, Barcodes/Scanner/RFID, Cradle, Child Check, LMU, Tablets, and Vision Camera 
       
    • Software: Comparative Analysis, Data Restore, Engine Diagnostic, Fleet Tracking (Core), HCTB, Inspections/Work Orders, Outage, Navigation, Reports/Alerts, Student Ridership, Preferences, System Admin, TAA, and Vision
       
    • Other: Licensing, Billing, Sales Inquiries, or Contract Questions and Other
       
  4. Select the subcategory that best fits the help you need.
     
    A form will appear. Its fields will be specific to the required solution.
       
  5. Fill in all the fields. Here is a description of most of them:
     
    • Summary: Most forms begin with this field, asking you to enter a short explanation of your problem.
       
    • Description: If this is included, type a more detailed description of the issue you're seeking help with.
       
    • Attachment: Browse to any screenshots or other files you need to share (or drag and drop them).
       
    • Platform: This field is a leftover from earlier days. If this is included in your options, select Synovia (HTML5), as Silverlining doesn't exist any more.
       
    • Vehicle(s): If the issue relates to specific vehicles in your fleet, enter their vehicle names.
       
    • ESN(s): If the issue relates to specific devices, enter their electronic serial numbers.
       
    • Name: Type your name.
       
    • Company: Enter your organization's name.
       
    • Account Number: Include the account number (which is usually a five-digit code) you use to log in to CalAmp K-12.
       
    • Preferred Contact Method: Click in the box and select either E-mail or Telephone.
       
    • Preferred Time Zone: Click in the box and choose your time zone.
       
    • Preferred Callback Time: Click in the box and choose the best time frame in which to call you.
       
    • Email Confirmation To: Type your email address; this is where correspondence related to the support case will be sent.
      Note: The preceding are some of the most common form fields; other fields will be more category-specific. Fill in all the information to the best of your ability.
  6. Click Send.
     
    You'll be thanked for submitting the case and given a case number.
      
    You'll also receive an email with the case number.
      
    You can reply with additional information, if needed, and it will be included in your support ticket.


Opening a Case from Within This Knowledge Base


You can open a case while reading the help documentation (that this article is a part of) as follows:


  1. At the top right of the screen, right-click Login in "Welcome Login."
      
  2. Click Open Link in New Tab (or whatever the equivalent is in your browser).
     
    The CalAmp K-12 Support Help Center will open on a new tab.
     
     
  3. Perform steps 3 through 6 in the preceding section, "Opening a Case Using CalAmp K-12."