Question:

What information needs to be enter to a Service Request [Ticket] for eCopy ShareScan?

When opening a Service Request please provide the following information:

• Product Name and Version
• Serial Number or Product Key of ShareScan (Software and/or Hardware)
• Operating System and Version
• Changes in the environment since the problem began
• Steps to recreate the issue
• Export ShareScan trace file
• Export eCopy ShareScan configuration files
• Date & Time of last occurrence
• Devices Impacted including Make/Model
• Steps taken to resolve the issue

The attached document contains some steps to help collect the information needed to troubleshoot issues.

Attachments:

eCopy ShareScan Basic Information for Service Request v4.1.pdf