Retrieve Support Logs - AFS - Reference Guides

AFS Troubleshooting Guide

Operating System
Reference Guides
Target Audience

When dealing with an issue, the Support Best Practices would be to perform the following command and send the results to our Support Team:

When contacting the support, please be sure to put as much information as needed so that your issue is treated quickly.

Depending on the issue, we will need information about:

  • the version number of your product
  • the browser you use
  • the URL, with identifiers if needed
  • how to recreate the issue:
    • context about the issue (with screenshots if needed)
    • an archive with faulty files (reduced to the strict minimum)
  • the criticality level of the issue, using the following definitions:
    • Trivial: Cosmetic problem like misspelled words or misaligned text.
    • Minor: Minor loss of function, or other problem where easy workaround is present.
    • Medium: Major loss of function.
    • Critical: Crashes, loss of data, severe memory leak.
    • Blocker: Blocks development and/or testing work, production could not run.

To retrieve support logs, the following files are required:

To retrieve logs in addition to other useful information, such as configuration files, about an AFS component, you can also use the AFS Backup and Restore tool.