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When an incident occurs

Collecting the information recommended below will help the Technical Support team get to the root cause of the problem quickly, characterize defects fully, and to address the problem for immediate and future users.  If you can obtain it, the following information will be helpful to diagnose the problem.

What information to collect

  • Date of incident
  • Exact timestamp

    Timestamp from the host station output is fine unless it is known to be off.

  • Customer or user in question, including brand
  • Hardware platform (OS, version, etc.)
  • Core Niagara software version (and any additional patches beyond base)
  • Niagara Cloud modules versions - not just the release, but the specific version of each module

    This can be captured from the Platform Administration view, using the View Details button at the top.

  • Any third party modules in use
  • Product Family in question (NC BaaS, NCHSD)
  • Any relevant log output or stack traces - see “What Logs to Collect”. More is better; extraneous information can be discarded if it is not important, but lost information cannot be recovered.
  • Any relevant files - see “What Files to Collect”
  • CloudConnector information - System ID, System Type, etc. see “Collecting CloudConnector Information”
  • Steps taken before and after the problem? Be as specific and complete as possible. Information about the network environment is also critical in many cases - for example, is the host experiencing network disconnections? (either intentional or not).
  • Steps taken to resolve the problem? Was the connector disabled or enabled, did you do an Action > forceReconnect, was the station restarted, did you attempt to reregister the connector, etc. Ideally, if the station state can be left unchanged, there may be steps that the Support team may suggest to correct the problem, or learn more about it.
     CAUTION: Do not delete the CloudConnector and re-add it. If the connector has ever been successfully registered, deleting the connector results in a problem that can only be fixed by contacting Technical Support. 

Related Links

  • What logs to collect
  • What files to collect
  • Collecting CloudConnector information
  • Troubleshooting (Parent Topic)

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