When you face any issue in Render, you have the Render Helpdesk at your disposal to help you.

To report an issue to the helpdesk, there are two (2) steps that you need to follow:

1. Gather information about the issue

2. Submit a ticket to helpdesk


1. Gather information about the issue

First, you have to gather certain key information about the issue. This includes:

  • Project name
  • Device/Role name
  • Type of issue
  • A time when the team can connect with a Render Tech support specialist

Any additional details that you can gather are optional, but always welcome. 

2. Submit a ticket in the Render helpdesk

a) Reporting issues via email – Most simple method

b) Reporting issues via Freshdesk – More complex method


2.a) Reporting issues via email:

If you have your email open on your computer, click here to send an email to the Render Helpdesk.

For this step you can use any email service provider of your choice - Gmail, Yahoo!mail, Outlook, Hotmail etc. For this example, we are using Gmail. 

When you open your email service window:

  1. Click on "Compose"
  2. Address the email to "RenderHelp@fcbhmail.org". This is the new and main Render Helpdesk email address. (Additionally, you can add other people in CC to notify them too, if needed.)
  3. On the Subject area, you have to provide 3 pieces of information:


    a) Project name - [The language name of your OBT project, e.g. - Senga, Iwak etc.]

    b) Device/Role name - [The device or role that is facing this reported issue, e.g. - Team2, BT1, Exegete]

    c) Type of issue - [Choose from the following] 
    • Crash: Render closes but reopens without issue or Render closes and crashes upon multiple attempts to reopen
    • Problem: Render did something the user did not expect (Failed sync, strange message appears, set gets lost etc.)
    • Question: No issue is known or experienced; user needs assistance or information to complete a step in Render
    • Feedback: User is providing an opinion or idea that could improve the workflow or user experience

      Make sure you chose the right issue and explain it in the next step.
  4. In the Description box add as much information as possible. Some of the best information to share is:
    • If there is a problem/crash, when and how did the problem start? Providing a screenshot of the issue with attached log files might be useful. See here for how to attach log files.
    • If it is a question or feedback, explain/describe in clear words with as much detail as possible.
    • If the issue requires it, then provide an ideal time to connect with a Tech Support Specialist to work on the device. Be sure to also include your time zone.
  5. Attach log files from here, if required. It is a good practice to always send them if you are facing Crash/Problem issues. Be sure you are attaching the log files from the computer that is having the issue, not any computer.  See this article for how to attach log files.

  6. Attach some pictures/screenshots if you think they are needed or will be useful (optional)

  7. Send the email to Render Helpdesk. Do not click on the 'Send' button multiple times

The whole process should look something like below:

Things to keep in mind:

  • Sending a new email to the helpdesk creates a ticket. Create only one ticket per issue. (So do not send multiple emails about the same issue.)
  • If you are replying to our response, do not write a new email! Rather, use the “Reply” or “Reply All” button. Use the same option if you want to add something you forgot. (This will keep it all in the same ticket.)
  • The Render Helpdesk is closed during the US weekend (Saturday and Sundays) as well as major US holidays. You can still submit a ticket and our agents will get back to you the next business day.
  • When attaching the log files, make sure they are from the device having the problem, not any other device.
  • It is an ideal practice to check your email inbox at least twice a day - when starting the day and 2 hours before closing. The more you check the better, especially when you have submitted a ticket to helpdesk. Our agents do their best to respond quickly to any ticket submitted. Once you submit a ticket, we would encourage you to check your email regularly (at least twice a day) for the quickest solution for your issue.

2.b) Reporting issues via Render Freshdesk:

For this method, you have to go to https://renderpartners.freshdesk.com. Once you are there -

  1. Click on 'Login' if you have a Freshdesk account already. If not, create a new on by clicking on 'Sign up' and following the necessary steps.


  2. Once you are logged into your Freshdesk account, click on 'New Support Ticket'

  3. Requester box is for your own email address. Freshdesk will automatically fill this in.

  4. The Subject box requires you to give these 3 pieces of information:
    a) Project name - [The name of your OBT project, e.g. - Senga, Iwak etc.]

    b) Device/Role name - [The device or role that is facing this reported issue, e.g. - Team2, BT1, Exegete]

    c) Type of issue - 
    • Crash: Render closes but reopens without issue or Render closes and crashes upon multiple attempts to reopen
    • Problem: Render did something the user did not expect (Failed sync, strange message appears, set gets lost etc.)
    • Question: No issue is known or experienced; user needs assistance or information to complete a step in Render
    • Feedback: User is providing an opinion or idea that could improve the workflow or user experience

  5. Select the Type of issue from the Dropdown menu. See previous step (4) to help you make decision.
  6. In the Description box add as much information as possible.  Some of the best information to share is:
    • If there is a problem/crash, when and how did the problem start? Providing a screenshot of the issue with attached log files might be useful. See here for how to attach log files.
    • If it is a question or feedback, explain/describe in clear words with as much detail as possible.
    • If the issue requires it, then provide an ideal time to connect with a Tech Support Specialist to work on the device. Be sure to also include your time zone.

  7. Attach log files from here, if required. It is a good practice to always send them if you are facing Crash/Problem issues. Be sure you are attaching the log files from the computer that is having the issue, not any computer. See this article for how to attach log files.

  8. Attach some pictures/screenshots if you think they are needed or will be useful (optional)

  9. Click the Submit button to send the ticket to Render Helpdesk
  10. Click on Check Ticket Status for further replies and updates from Render Helpdesk

    Things to keep in mind:
    • Create only one ticket per issue.
    • If you are replying to our response, do not submit a new ticket! 
    • The Render Helpdesk is closed during the US weekend (Saturday and Sundays) as well as major US holidays. You can still submit a ticket and our agents will get back to you the next business day.
    • When attaching the log files, make sure they are from the device having the problem, not any other device.
    • When you submit a ticket, make sure you check the ticket status regularly to see if we have responded or given any instructions. Our agents do their best to respond quickly to any ticket submitted. Once you submit a ticket, we would encourage you to check your ticket status regularly (at least twice a day) for the quickest solution for your issue.