Technical Support
Prior to Contacting

Regular Tasks Associated with Supporting MarkView

For a complete list of tasks that you should expect to perform as part of ongoing support and administration for your 170 MarkView installation, please review Answer 1013 in Support Web.

Important Steps to Take Before Contacting Support

Prior to logging an incident with 170 Systems Technical Support, we suggest that you take the following steps:

1. Answer Search

  1. Perform a search in the Answers section on any error message, key words and/or MarkView components related to the issue.
  2. For more information on Answer searches - see Chapter 5 in this document.

2. Documentation Review

  1. Review the product Documentation for the version of MarkView you are running, especially the Administration Guide, the Planning Guide and the Installation Guide.
  2. A master documentation list can be found in Answer 606 - and this Answer includes links to the version specific documentation Answers
    1. We suggest that you set up a notification for the relevant documentation category and sub-category related to the versions installed at your site. Instructions for setting up category notifications can be found in Answer 923.
  3. In addition, you can find all of the documentation Answers for your specific version of MarkView as follows:

Figure 3-1 - Select the 170 MarkView Product Documentation Category

Figure 3-2 - Select the Sub-Category for the Relevant MarkView Version

3. Diagnostic Answers, Best Practices and Support Tools

  1. Review and follow the steps outlined in the Diagnostic and Best Practices Answer(s) for the specific affected MarkView component(s).
  2. You can find the Diagnostic Tools, Answers and Best Practices Answers using the Category as follows:

Figure 3-3 - Select the Diagnostics, Tools & Best Practices Category

Figure 3-4 - Select the Relevant Sub-Category

  1. c. Make sure you've installed and are using the Diagnostic Tools as outlined in Answer 805.

4. Patches

  1. Review the patch list for your specific version of MarkView to ensure that you have all of the latest patches applied.
  2. You can find the Patches for your version of MarkView using the appropriate Category and Sub-Category as follows:

Figure 3-5 - Select the 170 MarkView Patches Category

Figure 3-6 - Select the Relevant Sub-Category

  1. If you've applied a MarkView of third party patch, ensure that you have followed the best practices outlined in the Answers section of Support Web.

5. Clones/Migrations

  1. If you're performing a clone/migration, ensure that you follow the steps outlined in the Migration section of the Installation Guide.
  2. For clients running MarkView versions 5.0 and higher, ensure that you leverage the Migration Wizard.

6. De-Support

  1. Review the De-Support notices to ensure that you are running on a supported version set.
  2. The complete list of De-Support notices can be found in Answer 414.

Important Information to Gather Before Contacting Support

If you have followed all of the relevant steps outlined above, and you still need assistance from 170 Support, please be prepared to provide the following information when logging the incident:

1. Product Versions and Platforms

  1. We do keep a record of client versions.
  2. However, if you have not provided us a version list in the past three months and/or your versions have recently changed, please provide a complete version list by following the instructions in Answer 860 - Client Information Tracking System (CITS).

2. Description

  1. A complete description of the behavior exhibited should be provided, including detailed error messages.
  2. When appropriate, screenshots demonstrating the behavior should be gathered to assist in troubleshooting the incident.

3. Occurrence

  1. When this behavior first occurred and whether the behavior exhibited is different in other environments.

4. Frequency

  1. The frequency of occurrence of this incident should be provided where appropriate.

5. Business Impact

  1. The impact of this incident on the business should be provided to assist in properly categorizing the incident.

6. Duplication/Reproducibility

  1. If the customer has the ability to duplicate the incident, the steps and data needed to duplicate should be provided.
  2. Otherwise, any known conditions that generate the behavior reported should be provided.

7. Error Messages

  1. Any informational or error messages generated should be provided in their entirety.
  2. Often a screenshot is helpful as it shows the complete error message and the context in which it was generated.

8. Log Files

  1. The log file for the products involved in the incident should be reviewed for additional information.

9. Research Already Done

  1. You should provide the source materials used to come to the conclusions that led them to log the incident so we can review the same data and evaluate these conclusions.

Customers access Support Web here.