How to contact Support Team:
There are 3 ways to contact Support.
If you have any issues, problems or Locator/Supervisor related questions please create a ticket in our Jira ticket System. This can be done in two ways:
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The Public Knowledge Base:
Available to everyone, can be found at: https://ayfie-dev.atlassian.net/wiki/spaces/VPKB/overview?homepageId=433750022
It addresses a lot of common questions, including setup guides for Locator, connectors and Supervisor, release notes and how-to articles for some of the more specialized tasks.
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The following is a general checklist for details that should be included with a ticket. Not all information is applicable for every issue, but as a rule of thumb the more of it is provided in the beginning, the better we are able to identify and address the cause.
Ticket Template:
Describe the issue in detail.
Attach logs (error and fatal) and related screenshots.
ViaWorks: %ProgramData%\VirtualWorks\ViaWorks\Log\
Locator / Supervisor: %ProgramData%\Ayfie\Locator\Log\
Installation logs: %Temp%
Describe steps to recreate the issue.
If there was any troubleshooting performed please described what kind.
Provide product name and version. Confirm if this is production server or any other.
Remote session
Some issues may require a remote session in order to address or troubleshoot an issue. There are three standard elements of such sessions:
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