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: 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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