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Help & Support

For setup assistance or additional information, you can contact our support team at support@6connect.com.

Sending Help Requests

When sending a help request for an issue, please include the following information for the type of issue you are experiencing:

General ProVision Issue:

If you experience a general issue while working in ProVision, please include as much of the following information as possible:

General information:

  • Confirm ProVision version number
  • Browser(s) used and version
  • Confirm Urgency Tier
  • Describe what action(s) you were taking when the error occurred, and related module information if applicable, for example:
    • Received an error when pushing a Knot DNS server with the following settings...
    • Import failed when attempting to import this file (provide file) to Resource ABC
  • Send any remediation / confirmation steps taken and outcomes, for example:
    • Cleared Chrome's browser cache and hard reloaded
    • Error occurred in both Chrome and Firefox
    • Restarted Apache
  • If configuration changes were made to the Host environment, we should be aware of them as well.

From the Browser / ProVision instance:

  • Send error code(s) / messages - if any
  • Send one or more screenshot(s) to show the error
    • ProVision interface, ideally showing the error occurring and on what page it occurred
    • Devtools / Javscript Console output during the error, if open at the time or reproducible
    • ProVision log events, if applicable

From System Logs:

  • Send Apache logs showing failure
  • Send MySQL logs showing failure
  • Send system logs showing failure


Template:


ProVision Version:

Browser(s) affected and version:

Priority/Impact:

Description of issue (module, action(s) taken, issue experienced):




Error code or message displayed:


Screenshots Provided:

    • ProVision Interface:
    • Devtools / Javascript Console:
    • ProVision Log at the time of error:

Provide Logs showing failure:

    • Apache
    • MySQL
    • System Logs

Remediation steps attempted, and outcomes:

  • .
  • .
  • .

Other: (Configuration changes, settings, relevant files, or other notes)



API Call Issue:

If you experience an issue or failure with an API call, please include as much of the following information as possible:

General information:

  • Confirm ProVision version number
  • Confirm Urgency Tier
  • Send expected outcome/description

API Call Detail:

  • Send the actual API Call used, with header/payload information if applicable
  • Provide the resulting error code
  • Send the actual output of the API call, if applicable

From Logs:

  • Send Apache logs showing failure



Additional Resources

For tutorials, frequently asked questions, feedback, or additional resources such as import templates and previous documentation versions, please follow the links listed below.


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