Creating a support package
The support department often needs a wide range of files before we are able to help you with your inquiry. The creation of a support package simplifies as well as speeds up the process at which files are collected and sent. Most of the time, you are aware that you need to send a support package as you have already been requested to do so by support. Sometimes you are aware prior to contacting us that you probably will require a support package. In this case, please enter a comment in the Comment field to inform us as to why you are sending us a support package.
How is my data saved?
Note
As a general rule, project data is not copied. There are many ways to put together a support package. Your data will be saved in a password protected ZIP file. The password is customer-specific and only known to us. All data that we receive is treated with the strictest confidence.
Example: you have a problem when logging in due to a password. In the Compose support package content, select the option Database “User management”. The password hashes stored there will be transmitted to us. This only affects passwords management in octoplant.
To create a support package, proceed as follows:
- Go to AdminClient and in the menu bar click on Create support package.
- The Create support package dialog will open.
- In Compose support package content, you can choose optional and additional data to include in the support package.
Note
- Certain information from the configuration directory VD$A is always included.
- Additional data (optional)
- Directory “VD$X” – activated as standard Our support department will inform you if this data is required. If it is not, you have the option to clear this checkbox. Leaving it checked will however not cause you any problems.
Note
Even if you are not using a parallel server, you may still be asked to check this checkbox. This is because the directory contains other server data.
- Database “Job results” Support will let you know whether this data is required.
Note
The database can be very large in size. For this reason, it is not mandatory to send us the database. It is however a standard part of the VD$A directory (which is always included in the support package). – Database “User management” Our support department will inform you if the Windows event log will be required or not.
Note
This database contains personal data. Your data is stored and processed as stipulated by the EU General Data Protection Regulation (GDPR). – Windows event log Our support department will inform you if this Windows event log will be required or not.
Note
The Windows event log has the role of diagnosing a wide variety of problems. These can range from conflicts related to software and antivirus programs to Windows updates. The application’s event log contains a multitude of detailed information relating to errors that have arisen in octoplant.
Note
- The size of the support package is displayed at the bottom of the dialog and depends on the options selected.
- Once you have selected the options you want, click on Next
- In Choose support package destination, enter the path that you want, specifying where the Support package should be saved.
- Click on Create to save the support package as a ZIP file.
- Forward the support package onto us.