Retrieve Support Logs - AFS

AFS Troubleshooting Guide

Reference Guide

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.

The following files are needed:

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.