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How do I take a snapshot of my Gen-IC instance for support?

How do I take a snapshot of my Gen-IC instance for support?

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    • Description/Additional Context

    If you are experiencing any kind of issues with their Gen-IC instance, you can capture a snapshot (log file) of their instance and send it to Clear-Com for analysis.

    Solution

    Go to GEN-IC CCM > Maintenance > Support Info

     

    Support info 

    The support information containing snapshots of all logs and configuration information will be stored on the Clear-Com node and made available for downloading by engineering and later by Tech support.

    By pushing “Submit info” button in the Device page, under the maintenance tab. It is also possible leave some feedback before you submit. 

     

    image-20240321-132839.png

    Enter details of any features or defect and hit the submit button.
    This will send the file automatically to Clear-Com

    FINAL STEP - Send an email to genicsupport@clearcom.com and include all information about the failure and how you submitted support information from your instance.

     

    Platform

    Gen-IC CMM

    Public or Internal

    Public Article

    Support or Engineering Solution

    Solution for Support

     

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