Trumpet Support hours are Monday through Friday, 8am-4pm MST. 

If you encounter a problem with any of Trumpet's software or have a question about our software then you should open a "Support Request." This can be accomplished by completing the following steps:

1. Open a web browser
2. Go to support.trumpetinc.com
3. Click on Submit a Request
   
4. Fill out the fields on the Submit a Request for Assistance page
   Note: Where applicable, our default behavior is to teach you how to resolve the issue, so that the next time your question comes up, you'll know how to resolve it on your own.  However, if you prefer that we log on and resolve the problem for you without providing instructions, just let us know that in your request.
5. Click the submit button
6. Write down the access key from your request
   IMPORTANT: Be sure to keep your access key, it will be used to check the status of your request
   

Checking the Status of Your Request

1. Go to support.trumpetinc.com
2. Select the Check on a Request link 
3. Enter your access key provided to you when you created the request
   
4. Click on the Check button to obtain the status and history of your request.

Updating a Support Request

1. Below the status information for your request, enter an update to the request in the "Provide an Update" text box.
   Note: You can also attach an optional supporting document
   

2. Click the "Update Request" button

Our research indicates that users who perform the following steps get their issues resolved much faster than those who do not:

1. Use Trumpet's Knowledge Books to research your issue. You may find that a resolution has already been posted.
   Tip: The 'Troubleshooting Tips and Tricks' chapter of each application's Knowledge Book has the resolution to most issues you will encounter.
   
   
2. Submit a support ticket to Trumpet's support team by emailing support@trumpetinc.com.   Be sure to:
1. Clearly describe the problem – Describe exactly what you did, exactly what happened, and exactly what you expected to happen. The more information you give us up front, the faster we'll be able to resolve your issue
2. Include screen shots of error dialogs or screens that you are using to recreate the problem
   Note: See "How to take a screen shot" if you haven't done this before
   
   To really make things move quickly, perform the following bonus steps as well:
3. Check if the problem happens on other users' workstations besides your own
4. Describe when the problem started happening

Your end goal should be to enable a Trumpet support technician to recreate your issue.   If you don't provide the information up front, we will have to spend iterations requesting the information from you.

For urgent issues, see this article: What to do if you have an urgent issue

Some Examples

This is the process for taking a screen shot:

1. Hit the Print Screen on your keyboard
   Note: It is next to the Scroll Lock key, sometimes labeled PrtSc
2. Open a new email (or reply to an existing email)
3. Click CTRL+V to paste the screen shot into the email

Tip: If your email application doesn't allow pasting of images (most do, but some don't), paste the screen shot into a Word document and email that.

If you prefer to save the screen shot as a file first, please be sure to use PNG as the file format.

When you receive a response from Trumpet's support team, it will have a line that reads "Reply ABOVE THIS LINE to add a note to this request".   If you put any content below this line, we will *not* see it.   So be sure to place your responses above the line!

Here's a screen shot of what this looks like:

On Friday 12/10/2021 at 8:00am PST, we became aware of a new exploit impacting servers across the Internet called LogJam (Vulnerability ID: CVE-2021-44228). The vulnerability itself is in a widely used logging library called Log4j, versions prior to 2.15.0.

What we know

The vulnerability is to inbound requests to software from the public Internet.

Java security patches issued earlier this year contain mitigations that prevent LogJam. Any system running Java with patch at or above 6u211, 7u201, 8u191, and 11.0.1 will not be vulnerable to LogJam.

Based on our evaluation of the threat, for this vulnerability to be an actual risk of being exploited, an application must meet ALL of the following criteria:

• be accessible from the public Internet
• use an affected version of the log4j library (anything prior to 2.15.0 is affected)
• Java must be at patch level below 6u211, 7u201, 8u191, and 11.0.1

What we are doing about it

This article is intended to provide you with our vulnerability assessment and corrective action plan of the impact of LogJam on Trumpet’s products. See table below. Rest assured that we are also evaluating our internal servers (and we recommend that you do as well!).  We've provided links to technical details of this vulnerability at the end of this article for your reference.

Assessments are based on the latest production releases of each product. For maximum security, ensure you are running the latest versions of your Trumpet software.

For any clients who receive Worldox support from Trumpet: Worldox has assured us that all of their products are safe from risk. Contact support@worldox.com or wdccsupport@worldox.com (cloud support) if you'd like more details. 

Resources
Original bug report/fix in log4j: https://issues.apache.org/jira/browse/LOG4J2-3201

Layman’s description of the vulnerability: https://arstechnica.com/information-technology/2021/12/minecraft-and-other-apps-face-serious-threat-from-new-code-execution-bug/

Technical description of the vulnerability: https://www.lunasec.io/docs/blog/log4j-zero-day/

Pursuant to the requirements of the Health Plan Transparency in Coverage Rule, details about the In Network and Out of Network rates for Trumpet's medical plans can be found here: https://transparency-in-coverage.uhc.com/

At Trumpet, we care deeply about the security of your data and being HIPAA compliant in all things. In that spirit, we want to relay a recommendation that will help keep you in tiptop shape with HIPAA policies and best practices. The recommendation is regarding your ability to audit security events, specifically as it relates to our access to your system.

Background: Our remote access tool, ScreenConnect (by ConnectWise), is used by our team to operate and support your automation solutions on your locally hosted bot machine(s). It tracks user activity by name and shows when our team members log in and log off. These activities log events in the Windows Event Viewer. In the unlikely event of a security incident, these logs can be used by your team to audit activity on the machines. 

Recommendation: HIPAA does not have a set length for retention, but it is best practice to keep records for 6 years. We recommend consulting with your Compliance and IT teams to create processes and mechanisms for archiving these Windows event logs in accordance with this best practice.

While we cannot offer formal advice on how to capture or store these logs, we have included a screenshot of what the event log looks like inside the Event Viewer interface for your reference.

Event Viewer: Windows Logs > Application 

Event ID: 101, Level: Information, Source: ScreenConnect

Please contact customersuccess@trumpetinc.com if you have any questions.