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Before you open a support ticket, please take a few minutes to read the following. Our support engineers want to assist you in resoving resolving any problems as soon as possible. To do that, they may need to ask a number of questions to fully understand or replicate the issue. |
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This means that the issue progress can be tracked in our database We would also recommend that you log in to the support portal to review and reply to requests. The support portal can be found here:
Any updates to your report will result in an automatic email notification. You can always log in at any time to check the status of your report.
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Before you report a bug, please check that you are using the latest release available. Also, check the release history to see if your issue or bug has already been reported. Many reported issues have already been identified and solved in a subsequent release.
Only report one problem in each bug report
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When an error message appears in NetAnalysis, the software logs information regarding this error to a log file. This log will help our support engineers establish the cause of the issue. The folder containing the logs can be accessed by selecting Help » Error Reporting. Please ensure that all error logs are submitted with your support request.
HstEx and Blade Recovery Logs
Another source of information to help support engineers identify the cause of an issue is the recovery log created by HstEx and Blade during a recovery session. This file can be found in the export folder for the corresponding recovery session.
External Links
Please see the following external web page which describes the process of reporting software bugs and provides some useful hints and tips:
The Result
Please remember to update us if the issue has been resolved. We work hard to resolve the issues reported to us and will do our best to get you back on track as soon as possible.