Contact Support¶
How to reach Infolytik Support and what to include so your request can be answered on the first reply.
How to contact us¶
| Channel | Use it for | Address |
|---|---|---|
| All support requests | [email protected] |
|
| Community portal | Release downloads, release notes, announcements (customers with current maintenance) | https://community.infolytik.com |
If you do not have a community portal login, ask for one at [email protected].
TODO: add the support ticket portal URL and support hours / response targets
Source to check: current support process and maintenance terms. Do not publish response times until confirmed.
What to include¶
| Item | Where to find it |
|---|---|
| MetaMiner version and build | MMA Help > About |
| Which Power BI environment and cloud (endpoint set) is affected | MMA environment list |
| What happened, what you expected, and the exact error text | A screenshot of the message helps |
| The validation results, for setup problems | The results dialog of Test Connection (screenshot) |
| When it happened (date, time and time zone) | So support can find the matching log lines |
| What changed recently | Upgrades, new or rotated client secrets, tenant setting or permission changes, network or certificate changes |
| A server log bundle | MMA File > Create Log Bundle... - see Log Bundle for Support |
| Client logs, for client problems | MMC File > Open MetaMiner Log Folder, then zip the folder |
Image of the MMA Create Log Bundle dialog
../images/help/mma-create-log-bundle.png
Before you send¶
- Create the log bundle soon after the problem, before you restart or purge logs. Logs rotate and older entries are removed. See Log Files.
- For collection problems, include
statereport.log; for a server that hangs, includethreads.log(MMA File > Open Threads Log) before you restart the service. - Never send passwords or client secrets. Tenant and client IDs are fine. If support needs a configuration file, they will ask for it.
- Logs and diagnostic files name workspaces, items and users of your tenant. Large files such as heap dumps (
.hprof) and scan diagnostics do not fit in email; ask support for an upload location.
Steps¶
- Create a server log bundle in the MMA (File > Create Log Bundle...).
- For client problems, zip the MMC log folder.
- Write an email to
[email protected]with the items from the table above. - Attach the ZIP files and send.