Summary


This article describes how to extract a support package. The support package is a ZIP file containing various logs and system information used by InfoSol Help Desk for troubleshooting your InfoBurst Platform system.


Burst/XDC


The Burst/XDC Support Package contains a summary, activity logs and system logs. This support package should be provided when creating a support ticket regarding a Burst or XDC failure.

  • Select Enable Support Options in the Help-About section of the user interface 
  • Locate and select the object (Burst or XDC) 
  • Right-click the object and select Generate Support Package 
  • Select number of logs to include
  • Select Generate and select location to save resulting ZIP file

System

The System Support Package contains a system logs and system information. This support package should be provided when creating a support ticket regarding system issues.
  • Open Help-About
  • Expand the Utilities panel
  • Select System Support Package to generate the support package
  • Select System Support Package again to download the support package