Here are tips to improve the speed and effectiveness of the support you receive from DataCore:
Start with specifics — Frequently we receive support tickets 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 and ask you for more information. You can save a lot of time by being precise and detailed and by including the maximum possible amount of configuration information.
Configuration — 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 enabled.
Retain logs: If you are 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 wrong.
Target the timeframe: Please provide us 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.