Knowledgebase, Contact Customer Care Form

[Dillon]

In attempting to 'Submit a case online' from the ESET Knowledgebase Home Support window, in the 'Contact Customer care' form, the 'Case Issue*' field is greyed out and non functional although there is an asterisk indicating this is a required field, when attempting to submit my case, I get an error message advising me to complete the 'Case Issue*' Field.

Any advice would be welcome,

Regards

[Marcos]

You need to select a Case type which will make the Case issue field available. Java script must be enabled for this to work.

[Dillon]

Thank you for your response.

I had chosen Threats&Error Messages as a Case Type, I also tried alternatives, Java Script is enabled problem still exists.

Edited to add;

I have just accessed the same web form from an alternative computer and a smartphone with the same results, the 'Case Issue*' field is greyed out whatever is chosen in the 'Case Type' field.

Please advise

Regards

[Dillon]

Is this a genuine ESET support forum or am I looking for assistance in the wrong place?

Regards

[Janus]

Hey Dillon
If it can be to any comfort, then I can reproduce your issue. Running IE9 64 bit, windows 7, java 7 update 4. Active x disable. ( tried the 32 bit version of ie9, but with same problem) . Tried with the old java version 6. 32 to see if it was a problem with the new version of Java, but same problem showed. ('Case Issue*' field is greyed out and non functional)
The funny thing is, that it seems that you can submit your case and the 'Case Issue is functional " if you use Google Chrome browser. Hope that it will also work for you. Have to run now studies awaiting. ;D

[Dillon]

Thank you Janus, I have a copy of Safari on my PC, tried that and was successful so thanks again for your response. For the purposes of ESET feedback, What didn’t work for me was IE9 32 bit Windows Vista V6 Build 6002 SP2.

[Marcos]

It seems to work with any browser but IE9. I'll look into it further.