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ControlSuite Equitrac - Required information for support requests

Article # 3046845 - Page views: 21

Question: 

What information should be provided when opening a support request for ControlSuite Equitrac?

Answer:

When opening a support request, please provide the following information:

  • Product Name, Version and Fix Pack
  • License Key (e.g. Activation ID (Example: 000725d6-9cf9-4702-bb86-96df645de22d:1))
  • Operating System, Version and Service Pack
  • Environment information, Network Firewalls, Proxy Server, AntiVirus Application name 
  • Detailed description of the problem
    • Date/Time, Device/IP Address/Document Name
    • Expected behaviour
    • Actual Behaviour
  • Extent of productive impact of the issue
  • Changes in the environment, workflow etc. before the problem started to occur
  • Troubleshooting steps to reproduce the issue
  • Date and time of last occurrence
  • Devices impacted including model and firmware version
    • If in use, DRS version and logs
    • If in use, DWS version and logs
  • Steps taken to (temporarily) resolve the issue

Further information on where to find which logs or required information can be found in the link below. The attachments are subdivided into the individual applications.

ControlSuite : How to Generate Trace Logs in Equitrac 6 - Kofax

Applies to:  

Product Version
ControlSuite Equitrac 6.x

 

Article # 3046845