Creating a support package

Administrator rights are mandatory for creating a support package.

The support department often needs some files before they can assist you with your request. 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 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?

Basically, no project data is copied. Depending on the problem, you have several options to put together a support package. Your data will be saved in a password protected ZIP file. Unique to each customer and only known to us. All data that we receive is treated with the strictest confidence.

Example: You have a problem logging in because of a password. Then you must select the User Management database for the support package in the Compose support package content dialog. By doing this, the password hashes stored there are then transmitted to us. This only affects passwords managed in octoplant.

To produce a support packet, proceed as follows:

1. Start the AdminClient and then select the option Create support package.
2. The dialog Create support package will then open.
   
3. In the dialog Compose support package content, you can select which options and additional data you want to include in the support package sent to us.

Some relevant information from the VD$A configuration directory is always included.

Optional additional data

• VD$X directory- activated as standard
  Our support department will inform you if this data is required. If you no longer require this data, you have the option to deactivate this checkbox. (Leaving it activated will however not cause you any problems.)
• Database Job results
  Our support department will inform you if this database will be required or not.

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 this windows event log will be required or not.

The database contains personal data. Your data is stored and proceeded 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.

The Windows event log has the role of diagnosing a wide of problems. These can range from conflicts related to software and anti-virus programs to Windows updates. The application’s eventlog contains a multitude of detailed information relating to errors that have arisen in octoplant.

The size of the support package will be shown in the dialogue below and will depend on the options that have been selected.


4. Once you have selected the options you want, click on Next.
5. In the Choose support package destination dialog, enter the path that you want and click on Create.
6. Click Create to save the support package as a ZIP file.
7. After this step, you will then be able to forward the support package onto us.

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