Help Us Help You: How to Provide Essential Info for Faster SIOS Support

Help Us Help You: How to Provide Essential Info for Faster SIOS Support

Anyone who has used software in their business knows that eventually you will face issues requiring help from a customer support center. All too often, we receive an email asking something like ‘Why did my system fail”?

I would correlate this to calling a mechanic and asking, why is my car making a knocking noise? Obviously, he will need more information to diagnose this issue, and will need to examine the engine in person.

Much like the mechanic, the software engineer assigned to your issue will need as much relevant information as you can provide. The sooner you can provide that information, the sooner we can start working towards a resolution!

Speed Up Troubleshooting with the Right Diagnostic Information

When calling SIOS, here are some ways that  you can significantly speed up the troubleshooting process by providing the right information…

Gather Necessary Diagnostic Tools for Linux and Windows

Gather the ‘lksupport’ logs: You may either email those to us or attach them directly to the case.  In instances where they are too large, you can request a drop box in which to upload these files.

For LifeKeeper for Linux, you can generate logs by running:

“sudo su” (administrator terminal)

/opt/LifeKeeper/bin/lksupport

This will create a .tar file for each node under the directory: /tmp/lksupport

EXAMPLE: /tmp/lksupport/.1907251056.tar.gz

For  Windows products, use the following procedures:

1) open an Administrative command prompt

2) cd %extmirrbase%

3) cd support

From that directory, run the commands:

DKSUPPORT.CMD

lksupport

These will gather up system and DataKeeper information as well as the Windows Event logs and create a zip file.

These commands should be run on each node in the cluster.

Provide Screenshots and Error Details

Screenshots can be very valuable in diagnosing issues. Capture the error message, the problematic screen, or any unusual behavior to help the support team understand the issue better.

Critical Information to Include in Every Support Case

Here is some additional information that should be provided with every new case:

1. Which node was active, and which was the target at the time this occurred?

2. Describe (in detail) every step, including the date and time leading up to this issue.

3. Describe (in detail) every step taken in trying to resolve this issue.

4. What is the current status (is it up and replicating)?

5. Is this a production, QA, or test cluster?

Provide Relevant System Information for Faster Support

• Software version: Knowing the exact version of the software can help identify compatibility issues or bugs.
• Operating system: Specify your operating system (Windows or Linux) and version.
• Hardware specifications: If relevant, mention your computer’s specifications (CPU, RAM, etc.).

Be Patient and Cooperative During the Troubleshooting Process

• Please answer all of the questions from the support agent.
• It’s easy to get frustrated, but maintaining a calm demeanor can help the support agent focus on finding a solution.
• The support agent will guide you through troubleshooting steps. Follow their instructions carefully.
• If a suggested solution doesn’t work, politely explain why and provide additional details.

Keep a Record of Communications by Using the Customer Support Portal

• Keep a record of your conversations with customer support, including dates, times, and the names of the agent you spoke with. This can be achieved best by using the SIOS Customer Support Portal to both open cases and communicate with the engineer.
• Note any solutions or workarounds provided by the support team.

Collaborate with SIOS Support for a Swift Resolution

By following these tips, you’ll become a more effective partner in troubleshooting and increase your chances of a swift resolution. Remember, the goal is to work together to find a solution that gets you back on track as soon as possible!

Need assistance right now? Contact SIOS Support to open a case or speak with an expert. We’re here to help you resolve issues quickly and efficiently!