✎ [V7] FAQ: How to effectively communicate your technical support issue [Ahsay Wiki]

This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong.
=====[V7]  FAQ: How to effectively communicate your technical support issue   =====

<html><div class="content">
 <b>
  Article ID:
 </b>
 5172
 <br/>
 <b>
  Reviewed:
 </b>
 2016-08-07
 <br/>
 <br/>
 <b>
  Product Version:
 </b>
 <br/>
 AhsayCBS / AhsayOBM / AhsayACB: All
 <br/>
 OS: Windows
 <br/>
 <br/>
</html>



<html>
<FONT COLOR=red SIZE=+1>
<B>ATTENTION</B>
1st January, 2022: v7 officially End-of-Life [<A HREF=https://wiki.ahsay.com/doku.php?id=public:announcement:ahsay_v7_eol>details</A>]
</FONT>
</html>

===== Description =====
<html>
 Outlined below are some guidelines for effectively communicating your technical support issues with Ahsay support.
 <br/>
 <br/>
</html>
===== Guidelines =====
<html>
 At Ahsay, we are always trying to improve our problem resolving process.
 <b>
 </span>
 To speed up the problem resolving process, kindly spend the time upfront to gather all the required information when contacting us.
 <b>
 </span>
 We will need as much information as possible, to understand the problem and to provide a resolution accordingly.
 <br/>
 <br/>
 Please help expedite the process by gathering the following information when contacting Ahsay support:
 <br/>
 <br/>
 <ul>
  <li><font color=black>
   <b>
    <u>
     Product Information
    </u>
   </b>
   <br/>
   <br/>
   There may be chance that the problem reported is already fixed by a newer version of the software.
   <br/>
   <br/>
   Provide us with the exact version of AhsayCBS and AhsayOBM / ACB that you are using, for us to determine if the reported problem can be resolved by patching the software.
   <br/>
   <br/>
   <ul>
    <li><font color=black>
     To determine the AhsayCBS version that you are using, login to the AhsayCBS web console.
     <b>
     </span>
     Under System Settings, select License to view the product version.
     <br/>
     <br/>
    </font></li>
    <li><font color=black>
     To determine the AhsayOBM / ACB version that you are using, login to the AhsayOBM / ACB user interface, click on the Information "i" icon:
     <br/>
        <img style="width:75%; border:thin solid black" src="http://wiki.ahsay.com/lib/exe/fetch.php?media=public:5172_0.png"/>
    </font></li>
   </ul>
  </font></li>
  <li><font color=black>
   <b>
    <u>
     System Information
    </u>
   </b>
   <br/>
   <br/>
   Provide us with the system information of the affected backup server or client computer.
   <br/>
   <br/>
   <ul>
    <li><font color=black>
     <a href="#For%20Windows%20platforms">
      For Windows platforms
     </a>
    </font></li>
    <li><font color=black>
     <a href="#For%20Mac%20OS%20X%20platforms">
      For Mac OS X platforms
     </a>
    </font></li>
    <li><font color=black>
     <a href="#For%20Linux%20platforms">
      For Linux platforms
     </a>
    </font></li>
   </ul>
   <u>
    <a name="For%20Windows%20platforms">
     For Windows platforms
    </a>
   </u>
   <br/>
   <br/>
   <ol style="list-style-type: decimal">
    <li><font color=black>
     Download the sysinfo.bat file by
     <a class="postlink" href="http://download.ahsay.com/support/attachment/sysinfo.zip">
      Clicking Here
     </a>
     .
    </font></li>
    <li><font color=black>
     Extract the file to C:\
    </font></li>
    <li><font color=black>
     Open an elevated command prompt.
    </font></li>
    <li><font color=black>
     Browse to the location where you have downloaded the sysinfo.bat file.
    </font></li>
    <li><font color=black>
     Enter the following command to execute the batch file:
     <br/>
     <br/>
</html>
<code>
C:\>sysinfo.bat
INFO: Writing system information to file: "sysinfo_2016-08-07_15-40-31.log"

INFO: Getting System Information ...
Saving to "sysinfo_2016-08-07_15-40-31.log"
Completed

INFO: Getting Environment Variable ...
Saving to "sysinfo_2016-08-07_15-40-31.log"
Completed

INFO: Getting Network Configuration ...
Saving to "sysinfo_2016-08-07_15-40-31.log"
Completed
       
INFO: Getting Process Information ...
Saving to "sysinfo_2016-08-07_15-40-31.log"
Completed
All completed!
       
Zip and send the "sysinfo_2016-08-07_15-40-31.log" file, along with the   
backup/restore logs to Ahsay technical support for our support team to   
further, assist you.
       
Thank you for your co-operation.
</code>
<html>
    </font></li>
   </ol>
   <u>
    <a name="For%20Mac%20OS%20X%20platforms">
     For Mac OS X platforms
    </a>
   </u>
   <br/>
   <br/>
   <ol style="list-style-type: decimal">
    <li><font color=black>
     Download the sysinfo_mac.sh file by
     <a class="postlink" href="http://download.ahsay.com/support/attachment/sysinfo_mac.sh">
      Clicking Here
     </a>
     .
    </font></li>
    <li><font color=black>
     Open a terminal window.
    </font></li>
    <li><font color=black>
     Browse to the location where you have downloaded the sysinfo_mac.sh file.
    </font></li>
    <li><font color=black>
     Enter the following command to grant execution permission to owner of the script file:
     <br/>
     <br/>
</html>
<code>
$ chmod u+x sysinfo_mac.sh
</code>
<html>
     <br/>
    </font></li>
    <li><font color=black>
     Enter the following command to execute the script file:
     <br/>
     <br/>
     
$ sudo ./sysinfo_mac.sh
INFO: Writing system information to file: "sysinfo_2016_08_07_15_40_31.log"

 Completed!
</html>
<code>    
Zip and send the "sysinfo_2016_08_07_15_40_31.log" file, along with the
backup/restore logs to Ahsay technical support for our support team to
further, assist you.
Thank you for your co-operation.
</code>
<html>
     <br/>
     Note: For Mac OS X 10.10, you can safely ignore the error message "Can't get X86PlatformPlugin, return value 0".
    </font></li>
   </ol>
   <u>
    <a name="For%20Linux%20platforms">
     For Linux platforms
    </a>
   </u>
   <br/>
   <br/>
   <ol style="list-style-type: decimal">
    <li><font color=black>
     Download the sysinfo_nix.sh (http://download.ahsay.com/support/attachment/sysinfo_nix.sh) file by entering the following command:
     <br/>
     <br/>
</html>
<code>
# wget download.ahsay.com/support/attachment/sysinfo_nix.sh
--2016-08-07 15:58:04--  http://download.ahsay.com/support/attachment/
sysinfo_nix.sh
Resolving download.ahsay.com... 192.168.22.115
Connecting to download.ahsay.com|192.168.22.115|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 546 [application/x-sh]
Saving to: “sysinfo_nix.sh”
100%[======================================&gt;] 546         --.-K/s   in 0s
2016-08-07 15:58:04 (44.4 MB/s) - “sysinfo_nix.sh” saved [546/546]
</code>
<html>
     <br/>
    </font></li>
    <li><font color=black>
     Enter the following command to grant execution permission to owner of the script file:
     <br/>
     <br/>
</html>
<code>
# chmod u+x sysinfo_nix.sh
</code>
<html>  
     <br/>
    </font></li>
    <li><font color=black>
     Enter the following command to execute the script file:
     <br/>
     <br/>
</html>
<code>
# ./sysinfo_nix.sh   
INFO: Writing system information to file : sysinfo_2016_08_07_16_12.log
Completed!
Zip and send the sysinfo_2016_08_07_16_12.log file, along with the backup / restore
logs to Ahsay support for our support engineer to further assist you.
Thank you for your co-operation.
</code>
<html>
    </font></li>
   </ol>
   <br/>
  </font></li>
  <li><font color=black>
   <b>
    <u>
     Describe the Issue Clearly and Completely
    </u>
   </b>
   <br/>
   <br/>
   Describe the problem in as much details as you can gather.
   <b>
   </span>
   When you report an issue, support engineer at Ahsay will most likely attempt to reproduce the issue on our end.  Therefore, please let us know of the exact steps that led to the problem.
   <br/>
   <br/>
   Clearly describe the current behavior of the application, and your expectation.
   <b>
   </span>
   If possible, provide us with the exact error message that was displayed, do not cutout part of the error message.
   <br/>
   <br/>
  </font></li>
  <li><font color=black>
   <b>
    <u>
     Server / Client Logs
    </u>
   </b>
   <br/>
   <br/>
   Log entries written in the AhsayCBS server and AhsayOBM / ACB client logs supplement and expand upon the information that may not be view-able on the server or client user interface, log files are the primary source of information when investigating a problem.
   <br/>
   <br/>
   Provide us with the server or client log, covering at least the moment of the error appearance when contacting us.
   <br/>
   <br/>
   <ul>
    <li><font color=black>
     AhsayCBS server logs are available in the "logs" folder in the AhsayCBS installation directory:
     <br/>
     <br/>
     ${CBS-Install-Home}\logs
     <br/>
     <br/>
     <u>
      Value of ${CBS-Install-Home} for various operating system:
     </u>
     <br/>
     <ul>
      <li><font color=black>
       (Windows) C:\Program Files\AhsayCBS
      </font></li>
      <li><font color=black>
       (Linux) /usr/local/cbs
      </font></li>
     </ul>
    </font></li>
    <li><font color=black>
     AhsayOBM / ACB client backup and restore logs are available on the client computer.
     <b>
     </span>
     Refer to the following KB article for further details:
     <br/>
     <br/>
     FAQ: Where are the backup client application logs stored at? (5057)
     <br/>
     <a class="postlink" href="http://wiki.ahsay.com/doku.php?id=public:5057_faq:where_are_the_backup_client_application_logs_stored_at
">
      http://wiki.ahsay.com/doku.php?id=public:5057_faq:where_are_the_backup_client_application_logs_stored_at

     </a>
    </font></li>
   </ul>
  </font></li>
 </ul>
 <br/>
 Zip and send the sysinfo*.log file, server log files, and/or client log files to Ahsay support for our support engineer to further assist you.
 <br/>
 <br/>
 <br/>
</html>
===== Keywords =====
 tech, support, ticket, kb, client, log, location, locations, logs, obm, acb, backup, error, logging, debug
User Tools

Site Tools

Page Tools
