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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 7.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 3.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

Summary

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... ... @@ -6,8 +6,6 @@
6 6  
7 7  {{toc/}}
8 8  
9 -This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshot issues effectively. When reporting issues, providing as much information as possible can expedite issue resolution.
10 -
11 11  = Creating Tickets =
12 12  
13 13  All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
... ... @@ -16,34 +16,6 @@
16 16  
17 17  Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
18 18  
19 -= Transferring Files =
20 -
21 -In most cases, support representatives will require files from your server in order to troubleshoot issues. You can utilize SCP to download the files onto your personal machine. Once the files are on your personal machine, you can attach them in a new ticket or in a reply to an existing ticket.
22 -
23 -{{info}}
24 -Using SCP requires that you know the SSH login credentials for the server.
25 -{{/info}}
26 -
27 -== Windows ==
28 -
29 -To download files, via SCP, to a Windows machine, you can utilize the free application WinSCP ([[http:~~/~~/winscp.net/>>url:http://winscp.net/||shape="rect"]])
30 -
31 -== Linux/OS X ==
32 -
33 -To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
34 -
35 -{{code language="bash"}}
36 -scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37 -{{/code}}
38 -
39 -For Example, the following command will download the file /root/islogs.tar.gz from the server at 192.168.1.1, to the /home/mike/Downloads directory on your local machine.
40 -
41 -{{code language="bash"}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
43 -{{/code}}
44 -
45 -Once executed, the command will prompt you for the root user password.
46 -
47 47  = Logs =
48 48  
49 49  Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
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54 54  
55 55  = Environment Information =
56 56  
57 -In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
27 +In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony. Including the following information in support tickets may help expedite issue resolution.
58 58  
29 +
30 +
59 59  == Operating System Details ==
60 60  
61 61  You can acquire basic OS information by running the following command on your server's command line:
... ... @@ -68,14 +68,8 @@
68 68  
69 69  The following commands can be used to acquire details about the hardware installed on the server:
70 70  
71 -{{code language="bash"}}
72 -cat /proc/cpuinfo
73 -{{/code}}
43 +
74 74  
75 -{{code language="bash"}}
76 -free -m
77 -{{/code}}
78 -
79 79  == JRE Version ==
80 80  
81 81  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
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84 84  source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
85 85  {{/code}}
86 86  
53 +
54 +\\
55 +
56 +
57 +
58 +
59 +
87 87  = Extra Information For UI Issues =
88 88  
89 89  If you encounter a bug/issue with display in the client or administrator (i.e. UI not drawing correctly, phone state not showing what it should, ect.) Try the following steps to attempt to correct it. Please included which step, if any, resolved the issue in your issue report. This will give us a general idea of where the issue exists in the Application.