Creating a support package

Administrator rights are mandatory for creating a support package.

The support department often needs some files before they can assist you with your request. The creation of a support package simplifies as well as speeds up the process at which files are collected and sent. Most of the time you aware that you need to send a support package as you have already been requested to do so by support. Sometimes you are aware prior to contacting us that you probably will require a support package. In this case, please enter a comment in the comment field to inform us as to why you are sending us a support package.

How is my data saved?

Basically, no project data is copied. Depending on the problem, you have several options to put together a support package. Your data will be saved in a password protected ZIP file. Unique to each customer and only known to us. All data that we receive is treated with the strictest confidence.

Example: You have a problem logging in because of a password. Then you must select the User Management database for the support package in the Compose support package content dialog. By doing this, the password hashes stored there are then transmitted to us. This only affects passwords managed in .

To create a support package, proceed as follows:

1. Go to AdminClient and in the menu bar click on Create support package.
2. The Create support package dialog will open.
   
3. In Compose support package content, you can choose optional and additional data to include in the support package.

Certain information from the configuration directory VD$A is always included.

Additional data (optional)

• Directory "VD$X" - activated as standard
  Our support department will inform you if this data is required. If it is not, you have the option to clear this checkbox. Leaving it checked will however not cause you any problems.

Even if you are not using a parallel server, you may still be asked to check this checkbox. This is because the directory contains other server data.

• Database "Job results"
  Support will let you know whether this data is required.

The database can be very large in size. For this reason, it is not mandatory to send us the database. It is however a standard part of the VD$A directory (which is always included in the support package).


• Database "User management"
  Our support department will inform you if the Windows event log will be required or not.

This database contains personal data. Your data is stored and processed as stipulated by the EU General Data Protection Regulation (GDPR).

• Windows event log
  Our support department will inform you if this Windows event log will be required or not.

The Windows event log has the role of diagnosing a wide variety of problems. These can range from conflicts related to software and antivirus programs to Windows updates. The application’s event log contains a multitude of detailed information relating to errors that have arisen in versiondog .

The size of the support package is displayed at the bottom of the dialog and depends on the options selected.


4. Once you have selected the options you want, click on Next
5. In Choose support package destination, enter the path that you want, specifying where the Support package should be saved.
6. Click on Create to save the support package as a ZIP file.
7. Forward the support package onto us.

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