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Tech Support Timesaving

Hal Hope
  • Updated

When creating a new support request, providing some key information at the start may save significant time in helping us troubleshoot your issue. 

Open a new ticket: https://support.studionetworksolutions.com/hc/requests/new

1. Essential Information

When reporting an issue, please include the following:

  1. When: Time of the event (and your time zone).
  2. Context: 
    • What led up to the behavior, and how was it exhibited? 
    • Were there any recent hardware/software changes?
  3. Fix Attempted: What steps were required to recover?
  4. Environment: 
    • Did the behavior affect one user/workstation, or multiple (at the same time)?
    • Mac and/or Windows? 
    • What applications were in use at the time?
  5. Reproducible: Can the behavior be reliably repeated?

     

2. Attachments

Screenshots, recordings, and/or log packages can be especially helpful.

Upload all files here: https://spaces.hightail.com/uplink/sns-support

Note: Reference an existing ticket number if available. For a new ticket, just mention files have been uploaded, and the support team will locate them.

 

3. Remote access

If possible, remote access to view the behavior may also save time. The SNS TeamViewer QuickSupport client is available at https://snsftp.com/guest/remote/client.html. Please provide the numeric ID shown in that screen to the support ticket, and ensure unattended workstations will not sleep.

How to Retrieve Log Packages

Mac

Download our diagnostic utility: https://snsftp.com/guest/diags/SNS-macOS-Diagnostics.zip

Extract and open the SNS-macOS-Diagnostics application.

Optionally select a time range, then click "Collect Diagnostics."

Windows

Download the diagnostic utility: https://snsftp.com/guest/diags/snsdiag-win-20150519-145802-x64.zip

Unzip the utility onto the affected computer.

Launch the diagnostic utility. The package will be saved to your Desktop when complete.

EVO Server

Log in to the EVO web interface.

Navigate to the Support page (click the life raft symbol).

Click Download in the System Logs section.

Your browser will download the log package (EvoLogs_...tar.gz.sns).

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