Customer Support Login

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Contents

Support Portal Access

* Standard Login
* Emergency Login (when Standard Login is not available on your browser)

Support Login

To access/update your support cases proceed as following:

Use your WEB browser and go to: Customer Login
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Enter your corporate email address in the user name field and your password.
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Click "Login"
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Forgot Password

If you don't remember your password, press the Forgot your password? link.
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Enter your corporate email address  (yahoo, gmail and none corporate domains are not allowed and will be considered as Spam)
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Click "Submit" and a new password will be delivered to your email address
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iFrame Login Problems

If you are having login access problems using the iFrame Login option.

Scroll down to the bottom of the page
Click "Secure Login"
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Enter your corporate email address in the user name field and your password.
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Click "Login"
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Once you are logged in, click on View Cases to view your open cases.
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WD Arkeia Support Portal

Navigating The Portal

Home

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The Support Portal home page provides information about your existing Arkeia Support Contract, a link to download Arkeia Software Packages and Online wiki Documentation.

Top Solutions

The "Top Solutions" are the most used Knowledge Base Articles.

Open Cases

Open cases are defined as having the status of:

  • unresolved
  • stand-by
  • updated
  • waiting

All other cases considered to be Closed or Solved will not be displayed under "Open Cases"

Find Solutions

Click "Find Solutions" to access the Private Support Portal Knowledge Base articles.
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Enter a value into the Search Field
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Click "Find Solution"
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Select and choose articles from the search results
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Log A Case

When opening a case with the Arkeia Support Team, please be as detailed as possible about your problem.
The more detailed provided will assist in a speedy analysis and resolution to your issue.
you will receive a confirmation email when the case has been submitted and enters into the Arkeia Support Case Queue.

Click "Log A Case" to open a new case with Arkeia Support
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Select values from the drop down menus that fit your environment
Enter a valid Subject and and provide as much detail as possible about your issue
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Click "Submit"
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View Cases

Click on "View Cases"
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Open Cases

Clicking "View Cases" will default to the Open Case screen.
Open cases are defined as having the status of:

Unresolved      Waiting on a test results 
Stand-by        Waiting on a product patch or information from the customer
Updated         Customer has updated the case with new information
Waiting         Support Team has replied and is waiting on the customer
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Closed Cases

Click "Closed Cases" to view your cases that have been CLOSED or SOLVED.
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Log Out

Click "Log Out" to log out of the Arkeia Support Portal
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ARKINFO.tz File

The ARKINFO_servername.tz file is a diagnostic tool created by the arkinfo5 script.

The arkinfo5 script must be run from the command line as root or the Administrator which
will ask a series of questions about your environment. Generally, accepting the the defaults
is acceptable unless you have a specific problem which will be asked by the script.

Example: You are having a networking problem and the script asks if you have a networking problem.

IMPORTANT NOTE!
DO NOT SAY YES TO THE HARDWARE PROBLEMS WITH ARKEIA RUNNING AS THE TOOL WILL ATTEMPT TO QUERY THE TAPE LIBRARY.
IT IS BEST TO STOP THE TAPE LIBRARY IN THE WEBUI AND HAVE NO BACKUPS RUNNING.

PROCEDURE:

* Ensure that no backup or restore jobs are running.
* Stop the Arkeia Tape Library in the WebUI 

Now execute the following command as root/Administrator and answer the appropriate questions.

Unix and Linux Systems:

/opt/arkeia/bin/arkinfo5

Windows Systems:

C:\Program Files\Arkeia Network Backup \Akeia\bin\arkinfo5.exe

Managing Support Cases

Attaching Files To Cases

Login to the Arkeia Support Portal
Click on "Open Cases" or scroll down to "My Open Cases"
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Click on the Case Subject to access the trouble ticket
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Click "Add Attachment"
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Follow the online instructions to attach a file to an Arkeia Support Case
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New Case Comment

Login to the Arkeia Support Portal
Click on "Open Cases" or scroll down to "My Open Cases"
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Click on the Case Subject to access the trouble ticket
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Click "New Comment"
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Add a new comment for the Arkeia Support Engineer
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Click "Submit"
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