Submitting a SkySync Support Ticket With Portal Architects
General Information to have available before opening a ticket
1. Complete description of the problem
2. Time that you encountered your issue
3. Screenshot of any pop-up message displayed
4. Any relevant case numbers from previous issues.
5. Version of SkySync that you are using
Information to have available for Job related failures
1. Screenshot of the job set-up screen, including advanced options. Can be found by selecting edit job.
2. Export of the Job Failure from the Job History screen
Obtaining a log file
The log files contain in depth information on what is happening in the SkySync program and may be required ascertain the root cause of an issue. It is considered a best practice to obtain the log files for the day and include them in your ticket. In order for the logs to be helpful however they must first be set to Trace. The steps below explain how to set the Log Level and where to obtain the log files as well.
1) Within SkySync click on Settings in the upper right hand corner, then select logging.
2) Click on the Log Level drop down menu and select Trace and hit Apply
3) Perform the action or job triggering the issue or reason for the ticket
4)Click Settings again and click "Open log file directory"
5) Copy the folder related to today's date and attach it to your ticket if able (a cloud folder may be needed depending on the size of the log)
6) Set your logging level back to Warn and hit Apply
For job related issue please include the job number which can be found by right clicking on the job and selecting properties.
Opening A Ticket
