Problem This document provides general information that is required when submitting cases to Technical Support. Solution To resolve issues as soon as possible, please include the following information when submitting a support case. Software/Appliance Firmware Problem Report Prior to submitting a support request for software/firmware, please make sure the following checklist has been performed. The Engineering Team requires the following information to identify the root cause in the most recent version and prepare for resolutions in the next official release. Required Product/Environmental Information Master license key/entitlement ID for software product. Software/firmware version and/or serial number of the hardware appliance. Environment description, such as a data center facility, server room, small lab, office or other. Stage in which the issue occurs, such as production, development, evaluation and/or a testing environment. If the software product is running on a virtual machine or physical server. Operating system version (server/client). Memory size allocated (server/client). Installed base of all Avocent products in your environment. Percentage of your installed base affected by the issue. Date you installed the product. Date you found the issue and what change initiated the issue prior to the date. End user contact, if you are raising this report on behalf of another person (company, phone number, email address, preferable language). Any relevant errors you see in the event log around the problem time on operating system. If the issue is reproducible by disabling anti-virus program. If you tried to reboot the server/appliance. If not, why? If you performed a database/configuration backup with healthy condition results and if it can be restored. If not, why? Business impact. Required Problem Description Actual behavior (issue). Minimum steps to reproduce the issue (step-by-step), and at which step the actual error screen is displayed. Any evidence files to show the actual behavior, such as screenshots, photos, video, log files with a time stamp or something that will help us in reproducing the issue. Expected behavior. Reference used for the expected behavior, such as the official user guide, data sheet, tech note or other information. How often the issue happens, for example, 100% reproducible or once every 10 minutes. If the issue is reproducible on multiple client PCs. Troubleshooting attempts and results. Any temporary workarounds (step-by-step).
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