There's nothing more you need to do. 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.
What tier 2 does
Tier 2 works from the diagnostic information you sent to find what's going wrong and record the bug 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: How to get diagnostic info?
When it's fixed
We announce new releases by email, with the release notes included, so you'll see when the fix ships.