When encountering issues while using vSEC:CMS components it maybe necessary to open a case on our support portal in order to resolve whatever issue you face. This article will provide hints and tips on how to best provide details that will help to expediate resolution of any given issue.
Below we will describe the recommend procedures when troubleshooting an issue encountered using vSEC:CMS and you need assistance from Versasec support team.
1. Open Support Ticket
Navigate to our support portal here and sign-in to open a case. You will need to have a support account already created. If you don't have an account then please reach out to your provider and request one.
You will need a valid support and maintenance contract in order to use our support services.
2. Provide Details
The more details provided around the issue you encounter the easier it will be for the Versasec support engineers to resolve the issue. The following details should be provided where necessary:
- Provide the details of the current version of vSEC:CMS software that you are running along with details and driver version of the credential that you are using vSEC:CMS to manage. Refer to the article here for details on how to gather this information.
- Provide a detailed description, along with screenshots and or videos, of how you encounter the issue you face.
- Enable logging on the host where you encounter the issue and provide in the ticket. Refer to the article here for details on how to enable logging.
- Check the local Windows Event Viewer to see if any details are logged in Windows Logs in relation to vSEC:CMS components.
- From version 6.6, if the vSEC:CMS component(s) are crashing, you can provide dump files to us so we can better understand what the underlying issue is. The dump files will be found on the host where this issue is encountered in C:\Users\<logged-on-Windows-user>\AppData\Local\Versasec\vSEC_CMS\Dumps.
3. Remote Sessions
In exceptional circumstances a shared remote desktop sessions can be organized if the issue at hand cannot be understood using the techniques already described above.