To assist in diagnosing and resolving technical issues effectively, the help desk may request that you provide Support Files to replicate your system state. This process allows for a thorough analysis of the situation.
Resources - Support Files
Step 1: Navigate to Resources and select Support Files.
Step 2: Click Support Files to begin the process.
Step 3: Once the window pops up, choose where you want to save your support files. By default, a .zip file will be generated with the filename as follows: Product_Customer# (e.g. ATRS_12345678).
You do not need select the other options listed. However, if there is information you do not wish to share, you want to keep the file size low, or you need to change the file extension for security reasons, you can do so.
Step 4: Click OK to complete the support file creation process.
Once the support files have been successfully generated, you have several options for what to do next.
- Send the support files zip via email.
- Attach it to the support form.
- Upload it here in response to a request from ChristianSteven.
- Upload it to a file service e.g wetransfer.com, Google Drive, Dropbox etc, and send us the link.