Support

The Support tab in ManageEngine SecureAI brings together the resources that help you run the product and get help with it. It reports the version and build number of your installation; puts you in touch with the technical support team by email, telephone, or chat; collects and uploads the logs the team asks for; reports the details of the server that SecureAI runs on; and carries the routes to the documentation, knowledge base, forums, training sessions, and online store.

Contacting technical support

• Contact the support team using one of the routes listed under Classic Support:
  • Telephone: Call the toll-free number or the direct number.
  • Email: Write to secureai-support@manageengine.com.
  • Chat: Click Live Chat.
• Click Send Email, listed under Technical Support, to raise a case through a form instead. The support request form is displayed on the ManageEngine website and carries the version and build number of your installation, so you do not have to look them up.

Submitting queries and uploading logs

The support team usually asks for the product logs alongside the case itself. SecureAI collects them for you or reports the steps for collecting them yourself, and both routes are listed next to Upload Logs. Click Auto to have SecureAI compress the logs, or click Manual to compress and upload them yourself.

Uploading logs automatically

1. Navigate to the Support tab.
2. Click Auto, listed next to Upload Logs. SecureAI compresses its logs into SecureAI_Logs.zip.gz and writes the archive to logs\support inside the installation directory.
3. Retrieve the archive from that location on the SecureAI server.
4. Email the archive to secureai-support@manageengine.com, or select Click here by Send log files to support team to upload the archive to ManageEngine.

Uploading logs manually

1. Navigate to the Support tab.
2. Click Manual, listed next to Upload Logs. SecureAI reports the steps for collecting the logs yourself.
3. Navigate to the SecureAI installation directory on the server.
4. Compress the logs folder inside the installation directory.
5. Click Upload to reach the Bonitas upload service, then upload the compressed file.

Viewing system and product details

The support team asks for the details of the server and the installation when a problem looks environmental rather than functional. SecureAI reports on both along with two debug tasks the team may ask you to run.

1. Navigate to the Support tab.
2. Click More, listed next to Upload Logs.
3. Read the system details, which cover the hostname, the operating system name, the version, the architecture, whether the installation is hosted on premises, the server's current time and time zone, and the installation directory.
4. Read the product details, which cover the build version and base build number, the product architecture, the server port, the database type and version, the installation date, the time the server was last started, and the memory allocated to SecureAI against the RAM still available.
5. Click Create thread dump when SecureAI is slow or unresponsive and the support team asks for one. SecureAI writes the dump to the dumps folder inside the installation directory and reports the file name.
6. Click Create heap dump when the support team is investigating memory use. The dump is written to the folder mentioned above.
7. Click Support to go back, because the system and product details replace the rest of the support options and offer no route back.

Note: Each dump is written as a new file named with the time it was taken. Earlier dumps are left in place and have to be cleared manually.

Checking for product updates

The version and build number of your installation are reported on the Support tab, and the support team asks for both when a case is raised. Click Check for Latest Updates to find out whether a newer service pack has been released. The service pack details are displayed on the ManageEngine website, and the upgrade itself is carried out separately.

Other options

The Support tab carries the following options alongside the technical support routes.

Free online training sessions are listed with their dates under Free Online Training, and the most recent forum posts and product announcements are listed with their dates and authors under Recent forum posts and Recent Announcements, respectively. Click an entry to view it on the ManageEngine website, or click VIEW ALL within a list for its full contents. The listings are for reading. Every action on an entry, such as replying to a thread, is taken on the ManageEngine website.

Tips

• Collect the logs at the same time you raise the case. An archive collected days later may no longer cover the period the problem occurred in.
• When the Auto action cannot be completed because outbound access is blocked, use the Manual action and upload the compressed logs folder yourself.
• A heap dump can approach the size of the memory allocated to SecureAI, so check the free space on the server before you create one and clear old dumps once the support team has them.
• When SecureAI is unresponsive rather than merely slow, create two or three thread dumps a minute or so apart. A single dump captures one moment and rarely shows what is holding everything up.
• Compare the time the server was last started against the period the problem was reported in. A start time inside that window points to a restart, which changes what the logs are worth.
• Licensing, product configuration, and server settings are handled outside Support and are not changed here.