Forum Discussion

Andrew_Tankersl's avatar
Andrew_Tankersl
Level 6
9 years ago

Support Procedures

Are any of you able to open cases using the "My Veritas" website? Or, do you have an email address that you can use to send to support? I tried - 'enterprise_technical_support@veritas.com' last week but got no response.

I'm just trying to avoid calling the call center to open a case laugh

 

Enterprise Vault
Information Governance
  • JimmyNeutron's avatar
    JimmyNeutron
    9 years ago

    Try using this article to run the Symantec Symhelp tool or Veritas quick assist tool: https://support.symantec.com/en_US/article.TECH105414.html

    If you are running EV11 software the tool will prompt to use Veritas quick assist. You should be able to log a case with it too. 

     

    If you call in, they will ask you to run the tool to collect the logs so youre better off running the tool

     

     

     

     

     

5 Replies

Sort By
  • AndrewB's avatar
    AndrewB
    Moderator
    9 years ago

    i did it recently from my veritas but it took forever for support to get back to me. as painful as it is, you still might be better off calling in.

  • JimmyNeutron's avatar
    JimmyNeutron
    Level 6
    9 years ago

    Try using this article to run the Symantec Symhelp tool or Veritas quick assist tool: https://support.symantec.com/en_US/article.TECH105414.html

    If you are running EV11 software the tool will prompt to use Veritas quick assist. You should be able to log a case with it too. 

     

    If you call in, they will ask you to run the tool to collect the logs so youre better off running the tool

     

     

     

     

     

  • Andrew_Tankersl's avatar
    Andrew_Tankersl
    Level 6
    9 years ago

    Thanks guys - I used the help tool and found that my issue with the support site is browser specific; it works in IE but not in Chrome

     

  • Andrew_Tankersl's avatar
    Andrew_Tankersl
    Level 6
    9 years ago

    I should have mentioned... When you use the SymHelp tool it will point you to use a new tool from Veritas (Veritas Quick Assist)