If you want official support, you need to open a ticket with Open-E. This community support for what I call "non-critical" issues. Do not post to the forum if your system is down for example.
You may need to be aggressive with Open-E to get problems resolved though. I like Open-E alot, but I do think they need to up the ant tee on their support as I DO NOT feel like it's up to par.
But regarding your issue, have you investigated your logs?