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Caséta Wireless Troubleshooting How to Create a Support...

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How to Create a Support File for Caséta/RA2 Select

Overview

This article covers the Help option in the apps settings menu. This option provides links to support sites, contact information for support, a link to legal documents related to the app, and the ability to send feedback. The last option enables or disables sending usage data. This is a simple checkbox and either sends Lutron usage data to use for improving the app, or disables it so no user data is sent to the product team.


Send Feedback

This option sends a system file to the Lutron Support Team. It collects the information about the Main Repeater or Caséta Bridge - firmware version and MAC Address - as well as logs of device history. This generates an email for the user to send to the Technical Support team. That team can analyze the files and help determine possible causes of an issue. There is space in the generated email for you to include any further details to help the support team.

If a case number was provided by a phone agent or in a different email string, the case number should be entered into the subject line of the email. This will pair the support files up with the appropriate case.

Note: Please send feedback while connected to the same Wifi network as the Caséta/RA2 Select system. This ensures that all logging information will be included. If feedback is sent while connected remotely, logging information will be missing.

From the settings menu tap on Help and tap Send Feedback.




Note on contacting Lutron Technical Support:
  • If you have a system performance issue and choose to send a support file, you will be contacted via email.  If you call the 24/7 support phone number, you may be asked to generate the support file or reference a Case number received in an email response.