Current article is listing required information when opening a Support case on PassPort in function of the 4 main typologies of issues and for all Supported OS.

1. Issue during PassPort installation, or SP installation or configure

2. Issue when Sentinel start

3. Issue when you want to access GUI

4. For all other cases

Details

1. Issue during PassPort installation, or SP installation or configure

Please provide :

Environement information : OS Version + Database Version

PassPort information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your PassPort directory - provide it if you are not sure)

Install Log :

"install.log" file in install directory

file in DEBUG MODE : launch install again with "-d" option then retreive "install.log" in install directory

2. Issue when PassPort start

Please provide :

Environement information : OS Version + Database Version

PassPort information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your PassPort directory - provide it if you are not sure)

PassPort Logs : attach "/logs" directory zipped

3. Issue when you want to access GUI

Environement information : OS Version + Database Version + java client version

PassPort information : Version, including SP and patch if any. (all information are in Component.properties in directory

Browser used and version (Firefox, Chrome, Internet Explorer)

Version of Flash used

Screenshots of the error

4. For all other cases

Please provide :

Environement information : OS Version + Database Version

PassPort information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your PassPort directory - provide it if you are not sure)

PassPort Logs : attach "/logs" directory zipped