Troubleshooting
Collecting information for a support request
What to gather before contacting support, so the first message is enough to start diagnosing.
Before you contact support, gather:
- The Syspeace version, for both Syspeace Service and Syspeace Console
- The Windows Server version running Syspeace Service
- Whether Syspeace Service and Syspeace Console run on the same server or different servers
- A concise description of the issue, and what you expected instead
- The exact error message, if one was shown
- Whether the issue is reproducible, and the steps that trigger it
- Any recent changes to the server, network, or Syspeace configuration
- The timestamp of the issue, including the timezone — see Checking Windows time synchronization if timestamps across servers don’t seem to line up
- A screenshot, if the issue is visible in Syspeace Console
About logs
Syspeace Service and Console both keep logs relevant to diagnosing an issue. Exact log file locations aren’t documented publicly here yet — support can tell you where to find the relevant log for your version when you reach out, or ask you to collect it as part of the conversation.
Still stuck? Contact support with your Syspeace version, Windows Server version, and a description of what you're seeing.