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AA-00327 · http://netaphor.com/kb/AA-00327/submitting-a-support-request

Submitting a Support Request

AA-00327GeneralInstall & deployUpdated 1 min read

This document explains what information to include when submitting a support request to the Netaphor SiteAudit™ support team. Requests can be sent either by email to support@netaphor.com or by submitting a ticket through our Tracker system: http://www.netaphor.com/Tracker

How to Report a Suspected Problem with SiteAudit

Customers should report any problems with SiteAudit to their SiteAudit representative or partner. The representative or partner will then resolve the issue or escalate it to Netaphor Software Inc. for resolution.

Information to Include with Support Request

When submitting a support request for help with SiteAudit, or when identifying a potential issue with the product, please include the information listed below. Without this information, a support request may be delayed.

  • Describe the problem and how to reproduce it.
  • Identify the product where the suspected problem occurred (On-Site, Hosted, Compact, Reporting Web site, Licensing).
  • Include SiteAudit version number and schema number. This information can be found in the Help About dialog.
  • List the Windows operating system being used, as well as whether you are running a 32-bit or 64-bit operating system.
  • List the amount of available RAM.
  • Indicate whether SQL server is installed on the same machine as the SiteAudit monitoring service. If so, how much memory is allocated to SQL?
  • Identify version number of SQL server.
  • Include the resources available for the SQL server.
  • List what security system grants you access to the database (Integrated security or SQL security).

Request to Collect Counter Data

Submit the following two data items to Netaphor Support when new counter data support is desired

  1. Object browser results. See Using the Object Browser
  2. A screenshot showing the counters and values from the device web page

Request to Collect Consumables Data

Submit the following two data items to Netaphor Support when consumable data, such as toner levels, are not collected

  1. Object browser results. See Using the Object Browser
  2. A screenshot showing the counters and values from the device web page
  3. Send the results from the following Consumable Queries