Customer Support Login
From Arkeia Documentation
Contents |
Support Portal Access
Support Login
To access/update your support cases proceed as following:
Use your WEB browser and go to:Customer Login
Enter your corporate email address in the user name field and your password.
Click "Login"
Forgot Password
If you don't remember your password, press the Forgot your password? link.
Enter your corporate email address
Click "Submit" and a new password will be delivered to your email address
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"
Enter your corporate email address in the user name field and your password.
Click "Login"
Once you are logged in, click on View Cases to view your open cases.
Arkeia Support Portal
Navigating The Portal
Home
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.
Enter a value into the Search Field
Click "Find Solution"
Select and choose articles from the search results
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
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
Click "Submit"
View Cases
Click on "View Cases"
Open Cases
Clicking "View Cases" will default to the Open Case screen.
Open cases are defined as having the status of: * Unresolved * Stand-by * Updated * Waiting
Closed Cases
Click "Closed Cases" to view your cases that have been CLOSED or SOLVED.
Log Out
Click "Log Out" to log out of the Arkeia Support Portal
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 Systems: /opt/arkeia/bin/arkinfo5 Windows Systems: C:\Program Files\Arkeia\ANB\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"
Click on the Case Subject to access the trouble ticket
Click "Add Attachment"
Follow the online instructions to attach a file to an Arkeia Support Case
New Case Comment
Login to the Arkeia Support Portal
Click on "Open Cases" or scroll down to "My Open Cases"
Click on the Case Subject to access the trouble ticket
Click "New Comment"
Add a new comment for the Arkeia Support Engineer
Click "Submit"
