Checked 13 October 2026.
Watch for our replies in your ticket. When your problem looks like a bug in Synergy 1 or Synergy 3 rather than something in your setup, we escalate your ticket to tier 2, the part of our support team that investigates bugs. Tier 2 often asks for a little more, such as a new diagnostic report or the answer to a question, and a quick reply helps them find the cause sooner.
What tier 2 does
Tier 2 works from the diagnostic information you sent to find what's going wrong, so it can be fixed. When there's a way to work around it in the meantime, we'll send it to you.
Haven't sent diagnostic information yet?
It helps us find the cause much faster. For Synergy 3 that's a diagnostic .zip from each computer, and for Synergy 1 the log from each computer: Getting diagnostic info and logs
When it's fixed
The release that fixes it says so in its release notes. To get it, watch for Update available in Synergy 1 or Synergy 3, or check our download page: Download page
We email the bigger updates to customers who opt in; smaller fix releases usually go out without an email. For how to opt in, see: Updating to a new version