Problems option

To view unresolved problems that are serviceable by the Support Center use the information in this topic.

Use the Problems option under the Service and Support tab to view a list of unresolved problems that are serviceable by the Support Center (as shown in the following illustration). You can view the status of each problem in the Problem Status column and manually flag an event as corrected in the Corrected column once the problem has been resolved. Events can have a Problem Status value of Pending, Success, Disable, Not Sent, or Failed.

The Display for: field displays one of the following modes (as shown in the following illustration):

• Both Support Center and File Transfer Server
• Support Center Only
• File Transfer Server Only

Click the Export tab to download a service.csv file. The following window is displayed.

Click the Ignore Problems tab to display the list of event IDs that will not be reported by the call home feature. You can add event IDs to this list by entering an event ID in the Event ID field and clicking the Add button (as shown in the following illustration).

Note

Event IDs are obtained from the Event Log or from the Event ID column in the Service and Support Problem List. Add the event ID into the text box using the copy and paste function.

After entering a valid event ID and clicking the Add button, a confirmation window displays indicating the event ID is successfully added.

To remove an event ID from the Ignored Problems list, complete the following steps:

1. Select the Index check box of the event ID you want to remove.
   Note

   To remove more than one event ID, select all applicable Index check boxes.

2. Click the Remove Selected button (as shown in the following illustration).

   

   The selected event is deleted and a confirmation window is displayed.

   

   To remove all event IDs from the list, select the Remove All button. The following window is displayed.

   

Click the Open Service Request tab to manually open a service request by indicating the problem area and entering a text description of the issue.

Click the Open Test Request tab to generate a test call home (call support) request to expedite the proper configuration of this feature or to test its proper operation.

Click the Refresh tab to update the list of problems with the current status (as shown in the following illustration).