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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 (your
cluster.cfg/node.cfgfile)
Logging — Being able to see what happens over time is essential to understanding behavior. DataCore Support likely needs to see logs.
Enable logging: Please make sure that you have logging Verify logging is enabled.
Retain logs: If you are It is likely impossible to definitively determine a cause if not logging to a syslog server somewhere or if you have not retained those logs, it is quite likely that it will be impossible to definitively say what went wronglogs are not retained.
Target the timeframe: Please provide us Provide logs for the period during which the problem you are trying to resolve 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.