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How to report the product issues effectively?

abhishekrane
Level 1
Employee

It is challenging to explain the issue you might face with an application at times. When you can not easily describe the issue, it delays the resolution from the support professionals. The criticality increases if the problem is related to a data protection application. 

Detailed and exact information about the problem expedites the assistance and investigation from the support team. For this, you may need to schedule calls, provide remote access, and repeat the entire operation to the support person. Alternatively, sharing the exact problem will help reduce a few of these interactions and save time.

Before reporting the issue, 

  • Search through online content such as the Veritas blogs, build release notes, and administrator guides for similar issues and solutions.
  • If you can not find any information online, prepare for reporting the issue with collecting logs such as SGMon logs, Backup Exec logs, Application logs, and Event Viewers logs. Click here to see details about Backup Exec job logs.

In addition to the logs, you can use recorder tools to provide the exact steps. Here are a couple of tools you can think of using.  

  1. Use zoom recorder to perform video recording in mp4 format and attach the recording while reporting the issue. 
  2. Another easy way to report technical issues is by attaching a steps document generated by Windows Problem Steps Recorder (PSR) utility. 

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  • Problem Steps Recorder is a combination keylogger, screen capture, and annotation tool for Windows. 
  • You can quickly and easily document actions made on a computer for troubleshooting purposes. 
  • It allows you to record your actions step by step and create a report for the support team. 
  • The report contains a text that describes the action and a screenshot for each interaction. The support team can track the actions log performed on the software. 
  • You can also add comments by selecting a zone on the screen and writing a message. 

How to use the Steps Recorder:

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Simply open the problem steps recorder by running the 'psr' command from the Run prompt. 

You can save the report in zip format, containing the MHT file. You can open the report in any web browser. You can easily attach this file to a bug report on VSTS, JIRA, or GitHub. 

You can find detailed steps to run the problem steps recorder here. We hope you found this blog helpful and would welcome any comments and feedback.