BVMS Operator Client Crash - Ticket Requirements

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In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information.

Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback.

Not following the guideline will impact the processing time of the ticket.

Related Products:

BVMS, Operator Client

This article describes the initial information needed to start troubleshooting Operator Client Crash.

 

General Information

• SMA validity
  • How to retrieve the Hardware ID for BVMS and check the Software Maintenance Agreement (SMA) status?
• BVMS stand alone or appliance
• Detailed problem description

Symptom specific Information

Problem Description

• Note down the events that lead to crash

• Classify the crash

  • reproducible crashes that trigger Windows Error Reporting
  • crashes/ hangs/ freezes that are hard to reproduce, or take long before repeating

Logging Information

• Dump file from the crash – refer to the following article
  • How To create BVMS memory dump? 
• ConfigCollection from the machine where the crashing Operator Client is running.