In Riva 2.4.46 or higher, sending the required files and logs of a Riva On-Premise instance to the Riva Success Team is no longer a manual process. Now, a few clicks suffice. The Riva Manager application then gathers all the required files into a password-protected .zip file for you to send to Riva Success.
To create a .zip file package for tech support:
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In the Riva Manager application, on the menu bar, select Support, and then choose Create Support Package.
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In the Generate Technical Support Package window that appears, select the categories of files to include in the support package:
To include the following: | Do this: |
One or more sync policies with the related
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The relevant log files. Note: This is recommended to help with troubleshooting. |
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Additional files, if requested by the Riva Success Team. For example, Riva Success might ask for
Warning: Do not send the contents of the entire Transactions folder: they are generally far too large to zip and send. If we need the contents of a subfolder, we will ask for it. |
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Near the lower right corner, under the automatically generated password, select Copy Password, and paste the password in a secure location.
Warning: After the Generate Technical Support Package window is closed, the Riva Manager application has no access to the password. If the password is lost, the package cannot be opened and a new package must be generated. -
Select Export.
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In the Save As window that appears, navigate to the location where you want to save the export package, optionally change the File name, and select Save.
Expected Result: The support package is generated and saved with the specified name at the specified location.
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If an Export Fail window appears, follow the instructions in it.
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If the export is successful, send the .zip file to the Riva Success Team and separately communicate the password.
Response: A team member will acknowledge receiving the package and password and will use the package to troubleshoot the issue.