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Here are tips to improve the speed and effectiveness of the support you receive received from DataCore:
Start with specifics — Frequently we receive support tickets Support tickets are received with vague problem descriptions (such as "Swarm is not replicating" or "One node does not") and no information about the version of software involved, the configuration, the exact messages or symptoms received. Without that information, all we can do is to respond DataCore support responds and ask you for more information. You can save a lot of time Time is saved by being precise and detailed and by including the maximum possible amount of configuration information.
Configuration — To The basics about the configuration are needed to diagnose almost any problem, we need to know the basics about your configuration:
Basic hardware architecture (number and type of nodes, connectivity, etc.)
Software versions (Swarm, CSN, etc.)
Swarm configuration (
cluster.cfg/node.cfg
file)
Logging — Being able to see what happens over time is essential to understanding behavior. DataCore Support likely needs to see logs.
Enable logging:
Verify logging is enabled.
Retain logs:
It is likely impossible to definitively determine a cause if not logging to a syslog server
or if
logs are not retained.
Target the timeframe:
Provide logs for the period during which the problem
occurred.
Thank you! We are much more likely to be able to diagnose your problem quickly if you send us these details early. Problems are able to be diagnosed quickly if these details are sent early.