This article walks you through some troubleshooting steps to determine why a user cannot access in-app support from inside the Looker product.
To check if you can access in-app support, click the Help menu in the upper right-hand corner of any page in Looker. Looker should display the Get Support option in the Help menu.
Even if you cannot access in-app support, you can still use the Google cloud console to create a new support request.
Requirements
In order to access in-app support, the following requirements must be met.
For Looker (original) instances, the Google Cloud Project number must be filled in on the Admin General Settings page.
The user accessing support must have the Tech Support Editor IAM role.
Your Looker instance must be running an officially supported Looker version.
Your organization must have purchased a support plan.
If you cannot access in-app support, your Looker admin should check the cases described in the following sections.
Troubleshooting in-app support at the instance level
If no users can access support, the problem is likely at the instance level.
- Enter your Google Cloud Project number on the Admin General Settings page. The project number connects your Looker instance to your Google Cloud support plan and determines your level of support.
- Check your Google Cloud Customer Care plan and make sure you have purchased a support plan.
Troubleshooting in-app support customer-hosted instances
If your Looker instance is customer-hosted, update your Looker instance to a supported Looker version.
The Looker Help menu displays the Get Support option only if the Looker instance is running a supported version.
Troubleshooting in-app support at the user level
If support is available for some users and not other users, the problem is probably with the permissions of the users who cannot access support.
Support is available only to users with the Tech Support Editor IAM role.