Before you contact technical support

If you encounter a problem that you cannot resolve by consulting the documentation, your company's designated support contact can log a call with technical support. Use these guidelines to ensure that your problem is resolved efficiently and successfully.

If you are not a designated support contact at your company, contact the HCL administrator for information.

Note: Technical Support does not write or create API scripts. For assistance in implementing our API offerings, contact HCL Professional Services.

Information to gather

Before you contact technical support, gather the following information:

  • A brief description of the nature of your issue.

  • Detailed error messages that you see when the issue occurs.

  • Detailed steps to reproduce the issue.

  • Related log files, session files, configuration files, and data files.

  • Information about your Digital Analytics for On Premises product and system environment, which you can obtain as described in "System information."

  • Information about how your Digital Analytics Accelerator solution was provisioned, delivered, and installed; and what, if any, modifications were made to the solution after installation.

System information

When you call technical support, you might be asked to provide information about your environment.

If your problem does not prevent you from logging in, much of this information is available on the About page, which provides information about your installed HCL® applications.

You can access the About page by selecting Help > About. If the About page is not accessible, check for a version.txt file that is located under the installation directory for your application. If the version.txt file is not available, use the command NetTracker admin -buildinfo to obtain the version information.