About Central_Support

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.   General Information   Customer Name Site name System composition System drawing controller configuration file new or existing system   Symptom specific Information   Problem Description   detailed problem description affected units screenshot of web interface pages pictures of units front pictures of units back   Error Frequency and conditions   recurrence of the fault special condition to trigger the fault   Logging Information   complete log files   Installation Details   cable length margin custom or stock cables Network details model of used switch log file of switch installed SW installed FW ... View more

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.   General Information   Customer Name Site name System composition System drawing controller configuration file new or existing system   Symptom specific Information   Problem Description   detailed problem description affected units screenshot of web interface pages pictures of units front pictures of units back network docent screenshot   Error Frequency and conditions   recurrence of the fault special condition to trigger the fault   Logging Information   complete log files   Installation Details   Network details model of used switch log file of switch installed FW ... View more

In some cases, especially if you use a 3rd party PC as DICENTIS Server, it could be necessary to update your network driver. For example, if discussion units show a red LED from time to time or your DICENTIS is dropping out it could be related to the network driver. Be aware that a normal Windows Update will not refresh this driver and you have to update it manually!   Step-by-step guide:   Update Procedure   1. First search "View network connections"   2. Press on " Update Driver..." Most of the time it is not finding any driver please search manual in the internet! You can find the type of Network Card in the overview and in my case it is Intel I219-LM.   3. To do a manual search go to the home page of for example Intel and search your driver. Please pay attention to choose the right Windows Server 2016 or 2019.   4. In the overview you can see that it was updated to a newer version. Update 12.18.8.4 to 12.18.9.10 (In this example a DICENTIS Server1 was updated on 13rd of April 2021 to 12.18.9.10. A customer faced a problem with a 3rd party non Bosch server and this was made to instruct him. Bosch server never faced such a problem so far) ... View more

DICENTIS installation log files are needed for further analysis for Technical support team if the software update failed or later some errors occurred. Below it is explained how you can extract DICENTIS installation log files.   Step-by-step guide   1. Press on  keyboard  Windows+E to open the explorer and then copy this into the line to open the path.           C:\Users\Administrator\AppData\Local\Temp   2. If you have used a different user for the installation please change accordingly.            Please make a copy of all Bosch DICENTIS v3.50 xxx files for analysis. The current software status is 6.10.   3. Additional:         If you can not find the the AppData file you have to make it "show hidden files".   4. Please go to File/ Change folder and search options.   5. Activate Show hidden files, folders, and drives. ... View more

If something is not working correctly on the Microsoft Windows Server it will often be recorded in the Event Viewer (log files) and can indicating where the error is coming from. This is a good tool for the Technical Support to figure out if there are considerable issues in the Windows system or in any other programs.   Step-by-step guide:   Extract the Event Viewer log files:   1. First, open the Server Manager > select Tools and open the Event Viewer. It is also possible to use search function to open the Event Viewer. or you simply type Event Viewer in the Windows search column.   2. Now click on "Windows Logs" and select "Application". You can "Save All  Events…" at the right side of the program to any place. Repeat this also with "System". The other logs like Security are normally not needed and only requested by special circumstances from the Technical Support. 3. In this example it will be saved to a USB data stick. It is also possible to directly copy them from the Windows files. (It is recommended to extract the files like it was described before because it is safer way.)   4. Open the file explorer (Window + E key) and enter C:\Windows\System32\winevt\Logs ... View more