Support for your Mersive rooms
If a room is not working as expected, contact Mersive support. For setup instructions, configuration guidance, and product requirements, start with the documentation below. You can use either path at any point.
Open a support ticket
Sign in to the Mersive support portal to submit a ticket and follow your existing cases. You can also contact the team by email.
Give support a clear picture of the room
Describe what happened, what you expected, and any error message you saw. Add the details below where you have them. If something is missing, send what you know.
Serial number
Include the affected device's serial number so support can identify the unit. Look on the device label or its record in the cloud admin portal.
Firmware version
Include the firmware version the room is running. The release notes describe changes and fixes that may be relevant to the issue.
Firmware and release notes →Room name
Use the room name shown in the cloud admin portal. If the name on the door is different, include both so support can identify the right room.
Network setup
Tell us which networks the room device and the user's device were connected to. If known, include the VLANs and any proxy or 802.1X configuration. Note whether the same setup worked before and what changed.
Network requirements →Find a guide or talk to support
Use the guides for setup instructions and reference information. Contact support when you need help with a specific room, device, or account. You do not have to complete the documentation first.
Set up, configure, and check requirements
Find installation steps, network requirements, compatibility guidance, app instructions, and release notes. Choose the documentation for Polaris or Mersive Solstice Gen 3 to match the room you are working on.
Browse documentation →Get help with a specific issue
Contact support about a device that will not start, a problem with sharing, a warranty or return question, a subscription or license issue, or trouble accessing your account. Include what you have tried so far, if anything.
Submit a support ticket ↗Guides for the room you are working on
Documentation hub
Deployment guides, administration instructions, API references, and security resources for Polaris and Mersive Solstice Gen 3. Access requirements are marked where they apply.
Browse documentation →Apps and downloads
Find the Polaris app and Mersive Solstice app, plus the desktop client for Mersive Solstice Gen 3. Choose the app that matches your room's platform and your device.
Apps and downloads →Firmware and release notes
Review features, security updates, and fixes by release. Follow the links to the published changelogs for Polaris and Mersive Solstice Gen 3.
Firmware and release notes →Network requirements
Review ports, cloud endpoints, VLAN guidance, and deployment checks with your network team.
Network requirements →Know what is public and what needs access
Setup and administration guides are public. The support portal requires an account, and some detailed security reports are shared under NDA. The Trust Center explains which security documents are public and how to request the restricted reports.
Customer and Partner Hub
Keep support, downloads, training, documentation, and partner resources in one bookmark.
Open the Customer and Partner Hub →Have a sales or partner question?
Contact Mersive about a demo, a purchase, or working together as a partner.
Contact us →Find the guide for your room
Start with the documentation hub for setup and configuration guidance, or use the Customer and Partner Hub to find your next destination.
Browse documentation Customer and Partner Hub