Partners are expected to carry out basic troubleshooting and information gathering prior to raising an issue with Redstor support. The exact steps vary slightly from issue to issue however the general process is outlined below.
Basic troubleshooting
- Identify the error message or scope of the issue.
- Search of support.redstor.com for guides which relate to the issue.
- Upon finding a related guide, implement the steps as shown and note any changes to the issue/error.
- If unable to resolve the issue via Redstor support articles, please raise a support ticket including the information gathered via the steps below.
Information gathering
- Which product is this issue occurring for?
- Gather error messages and log files. For machines, the log locations are included in this guide. These log files can be attached when you raise a ticket.
- How long has the issue been occurring? Does it occur every day or is it intermittent?
- Does the issue affect multiple users/accounts/machines? If so, please include all affected.
- What troubleshooting steps have you tried? Please include any Redstor articles you have used and environmental changes made.
If any of this information is not provided you may be asked to send it before we can provide further assistance.
For more information on our support SLA please see the page linked here.
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