Raising a File Director Support Case

Version 13

    Verified Product Versions

    File Director 4.3File Director 4.4File Director 4.5File Director 2018.1File Director 2018.3


    When raising a support case for File Director, there are a number of basic tests that can be performed and information that can be gathered prior to raising the case.


    Known Issues and Knowledge Articles

    A Known Issue article is created for a customer raised issue that is submitted to Development for further investigation. Knowledge Articles are created for issues that are not bugs and also cover general advice, configuration and troubleshooting tips. Customer issues that have been determined not to be bugs may be moved to a Knowledge Article.  Within the File Director community, please search the Known Issues section first and then the entire File Director section when researching the issue.


    Information Gathering

    There is some basic information that needs gathering for the vast majority of support cases.  Raising a support case with this information will reduce the number of requests required to gather it:


    Support Toolkit

    The Support Toolkit provides initial basic configuration details for the endpoint.  It must be run on an endpoint affected by the issue.  A Support Toolkit output generated at a previous time or on another endpoint may not capture the issue.  Prior to generating a Support Toolkit output, please ensure the anti-virus excludes are in place.  This is an important check that Support will review in all Support Toolkit output.  If the entries are not in place, it will be requested that they are configured and another Support Toolkit output is generated to confirm they are configured correctly:


    The Support Toolkit provides a copy of your File Director endpoint configuration. This includes registry settings for In-Location Sync, Mapped Drive Emulation, Single Sign-On, PST Sync and any other engineering keys you may have implemented in the past when working with Support.


    Please note that it is neither necessary nor recommended to add the File Director folder or other File Director managed locations to your general Windows anti-virus exclusion list. The File Director folder is the offline cache used by File Director to store users data. To ensure adequate protection from malware, anti-virus solutions should monitor this location as it would the rest of the user’s profile.



    Basic Information

    When raising a new support case, there are some initial basic questions that need to be reviewed:


    • What is the business impact of the issue?
    • How many users are affected?
    • What environment is impacted: Production or Test?
    • Which version(s) of File Director are exhibiting the issue, appliance and client versions?
    • A detailed description of the issue.
    • Can the issue be reproduced?  If so, what are the recreation steps?
    • When did the issue first start to occur and were there any changes to the environment within that timeframe?
    • Results of any relevant isolation tests performed above.



    Basic Testing and Troubleshooting



    Gathering and Uploading Logs

    When gathering any File Director logs it is imperative to make a note of the affected username, files/folder names and the exact time of the issue. This information is vital for Support when analyzing the log files. Since File Director reads and applies settings at user logon, in most cases Support will request that you capture the user logging into File Director and then reproducing the issue.


    See the below document that details how to collect Windows Client and Appliance logs as well as how you can upload them to Support for analysis:

    Collecting File Director Logs