# Getting support

> Where to ask about the wizard or the config it generates, and what to include so someone can actually help.

Source: https://joinnasnet.com/en/guides/nasnet-connect/support/
Last updated: 2026-08-17

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## Overview

Two very different kinds of problem end up here, and they go to different
places. If the **wizard** misbehaves, meaning a step will not advance, a model
is missing, or the download is wrong, that is a bug in the app. If the
**router** misbehaves after you applied the config, that is a networking
problem, and the Telegram group is usually faster than an issue.

## Before you ask

1. Read [Troubleshooting](/en/guides/nasnet-connect/troubleshooting/), where
   most post-apply symptoms are covered with their causes.
2. Confirm which config you applied. Keep the `.rsc` file; without it, nobody
   can tell what is actually on your router.
3. Check your model against
   [System requirements](/en/guides/nasnet-connect/system-requirements/).
4. If the router is unreachable, get to it physically before asking, because the
   answer often starts with "connect over WinBox on the MAC address".

## Where to go

| Channel | Use it for | Where |
| ------- | ---------- | ----- |
| Telegram | Setup help, "is this normal?", post-apply networking problems | [t.me/joinnasnet](https://t.me/joinnasnet) |
| GitHub issues | Wizard bugs, missing router models, wrong generated config | [connect/issues](https://github.com/nasnet-community/connect/issues) |
| Security reports | Anything with a security impact, never a public issue | [Report privately](https://github.com/nasnet-community/connect/security/advisories/new) |

## Reporting a wizard bug

Include:

- **Which step**, by its name in the stepper, whether Choose, WAN, LAN, Extra
  Config, or Show Config.
- **The answers you gave** on that step, particularly the router model, the
  setup mode, and which links you said you had.
- **What happened and what you expected.**
- **The generated `.rsc`**, if the problem is in the output rather than the
  interface.

Before pasting a config, strip anything you would not publish: PPPoE
credentials, Wi-Fi passwords, VPN keys and provider configs, and your public IP.

## Asking about a router that will not behave

Say what the network is meant to do and what it does instead. Include:

- Your router model and RouterOS version.
- Which links you have, domestic, foreign, or both.
- Which LAN segment the affected device is on. This is usually the answer: a
  device on the Domestic LAN cannot reach the foreign link, by design.
- Whether the config applied cleanly or errored partway through.

## Related

- [Troubleshooting](/en/guides/nasnet-connect/troubleshooting/)
- [Applying the config to your router](/en/guides/nasnet-connect/applying-the-config/)
- [Architecture](/en/guides/nasnet-connect/architecture/)