Required information

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Where to start an RFS? The following are some questions that will help you gather the information required to solve problems.

Clients and devices

  • Ask the end-user or the Help Desk – When did you first see this problem?
    • Did it work before - is this a new problem?
    • What happened prior to the error? (Errors, new password, updates applied, wrong password entered...)
  • Check if device is using current version
    • Is the correct DME Client installed
    • Did you try to restart the device?
    • Normal reboot of device
    • Remove battery and restart device
  • On device – did you check...
    • Is the device/platform on the supported device list
    • Is the device using latest firmware (and when did the user update (if at all))
      • Did you try to update the firmware – problem still there?
    • Is the time on the device correct?
    • Do you have a stabile network connection?
      • Check with a browser or similar
      • Check Client log for issues
    • Is this problem also found on other similar devices?
      • Other users (how many) are also affected and who is not
      • Also on other device types?
  • Did you try to remove and reinstall the DME Client?
    • Did it solve the problem?
  • Did you try to import data on the DME Client again?
    • Did it solve the problem?
  • Collect the following device information:
    • Device manufacturer (e.g. Nokia)
    • Device model (e.g. E75)
    • Device firmware version
    • Device log (see Excitor Support Knowledge base for device logs)
    • Any screenshots from the device that shows the issue or error
    • Is this a new or existing user (did it work before or is this a new user)
    • How many users are affected and how are they impacted

Server

  • Is this a new or existing DME installation?
    • Did it work before?
    • Did you run the Connector tests?
      • What were the results?
  • Please review device settings and group memberships
    • Does everything look as it expected?
  • Did you review the warnings and errors in the weblog (expanded)?
    • What dit it show?
  • Did you try lowering the synchronization window?
    • Reason: Less data synchronized and for finding entries with problems
      • Did it solve the problem? (recommend – check sync time before and after)
  • Is it a performance issue?
    • How long does synchronization take?
    • How long does the LDAP lookup for users take?
  • Collect the following information:
    • Warnings and errors from the weblog
    • Customer device specific settings
    • All the information from the client
    • Login information to DME Web Interface for Excitor Support