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.
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