How to use SymHelp to diagnose and correct technical issues with Enterprise Vault

Article:HOWTO100092  |  Created: 2014-06-18  |  Updated: 2014-10-02  |  Article URL http://www.symantec.com/docs/HOWTO100092
Article Type
How To



Symantec Help (SymHelp) collects technical diagnostic data for many Symantec products. This note describes the uses of this tool for environments that have installed Enterprise Vault 9.0 and greater.

Scans can be run against the system for common issues as well as installation requirements.  The information presented in the Report and Information tabs not only shows the issues diagnosed, but it also provides actionable solutions.

Note: If self diagnosis attempts do not resolve the issue the tool has the ability to collect and upload data for a support case.
 



Run a diagnostic scan

  1. On the computer that has the problem, download and run SymHelp.

  2. Read the Symantec Technology License Agreement (EULA) that is displayed in the right hand pane of the window

  3. If you understand and accept the terms stated in the EULA then click the button I accept the EULA, otherwise click the Exit button.

  4. The SymHelp diagnostic tool opens to the Home tab
     

Figure: SymHelp diagnostic tool - Home tab

Section A: Choosing your Scans
Section B: Scan Status
Section C: Support Resources
 

 
 

Note: Support has created a video demonstration for an audio and video illustration of SymHelp.


 

Choosing your Scans

There are 5 scan options for SymHelp; Enterprise Vault support uses the following: 



Scan for common issues:

Generates reports about the health status of one or more installed products.

  1. Allows selection of one or more Installed Products

     
     
  2. Wait for the scan to complete; then review the Report and Infomation tabs 
     


Check product install requirements:
Generates reports that test whether your system meets the minimum requirements for installing the latest version of a product.

  1. Allows selection of Installed Products or Other Products

     

     
  2. Wait for the scan to complete; then review the Report and Infomation tab
     


 
Collect data for a support case:

There are two primary methods SymHelp provides for sending data to support:

  • Recommended: Creating or updating a support case with SymHelp
  • Alternative: Uploading data to Symantec Support FTP server using SymHelp



 

Recommended method

  1. Allows selection of Installed Products or Other Products


     
  2. Select the type of data you wish to collect (default is Standard data for Support)

     
     
  3. Select which options are needed, only include additional SQL/Exchange/etc servers (separated by a comma) that are not currently listed within the Enterprise Vault environment.

      
     
  4. Once the scan completes please fill out the optional Customer Information, this will assist Technical Support when the data is analyzed, then choose Save and send data to Symantec Support

     
     
  5.  In the first dialog that appears fill in SymAccount user name and password and then click the button Log In


     
  6. In the next dialog choose either Open a new case with evidence or Add evidence to an existing case


     
  7. Open a new case with evidence In the dialog titled Please select your support entitlement select the entitlement and choose Next


     
  8. In the dialog titled ‘New case details’, fill out the form including the items:

    Issue severity
    Product version
    Case subject
    Detailed description
    Preferred contact method




    Note: If an issue’s severity is rated as A production or mission-critical system is down a warning will appear indicating that Support should be contacted directly by phone.



    Note: It is important that this information is filled out as accurately and thoroughly as possible as this will represent the Symantec Support technician’s complete description of the issue. If an issue is difficult to convey in the description field, then Symantec Support should be contacted directly by phone.
     
  9. Once the case details form is filled out, click on the button Create, follow the progress with the Creating case bar

     

    A final status of the upload will indicate success or failure


     
  10. Add evidence to an existing case using the dialog titled Please select the case you wish to update select the appropriate case and choose Next


     
  11. In the next dialog, add any needed comments


     
  12. Once the evidence has been uploaded support will make contact based on the severity of the case.

 




Alternative Method: Uploading data to Symantec Support FTP server using SymHelp

 

  1. Allows selection of Installed Products or Other Products


     
  2. Select the type of data you wish to collect (default is Standard data for Support)

     
     
  3. Select which options are needed, only include additional SQL/Exchange/etc servers (separated by a comma) that are not currently listed within the Enterprise Vault environment.

      
     
  4. Once the scan completes please fill out the optional Customer Information, this will assist Technical Support when the data is analyzed, then choose Save and send data to Symantec Support

     
     
  5.  In the first dialog that appears choose the radio button for Upload for agent pick-up and choose Upload


     
  6. In the next dialog you will be asked to Continue anyway even though there is no associated case


     
  7. The process will start and complete once the log file has been uploade to the Symantec FTP server


     
  8. A dialog box appears that contains the path and file name of the report on the Symantec FTP server. Copy this file location, and provide it to a Symantec Technical Support Engineer.

  9.   



    Scan Status

    Initially Scan Status does not contain any information indicating No scans have been run.



    After a successfully completed scan, this report populates with a clickable listing of gathered information, which is sorted by the type of message.  All information from this menu is stored in the Report tab.
     

     



    Video Demonstration:

    How to Collect Data for Support with SymHelp.

     


     



    Support Resources 

    Support resources are available with SymHelp.  These options are provided to ease the process of contacting support.

     

     

     

 





Article URL http://www.symantec.com/docs/HOWTO100092


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