Live Optics supports creating support bundles of important files to be used by Live Optics Support. Using the Live Optics collector, an optional output can be created that in the event of a problem with an assessment requiring the use of support. The output can be provided to support which can give required information to troubleshoot issues.
This document outlines the process to produce a Live Optics Support Bundle.
- To send a support bundle, you must firstly have opened and run the Live Optics Collector and start a collection. A support bundle can be collected regardless if the collection is successful or has failed. Please note assessments which are not collected from the collector, i.e. Dossier, will not create a support bundle as the collection takes place outside of the collector).
- Select the box next to “Attach support bundle ZIP to an email to send to firstname.lastname@example.org” and select Create Support Bundle. If you need immediate assistance, please email email@example.com with a description of your problem or visit the Live Optics support site to open a case with one of our many support technicians who are on call, worldwide.
- In the file dialog, browse to where you wish the zip file with the bundle will be saved to.
- Create an email with the required support bundle attached to firstname.lastname@example.org. Alternately, you can create a new support ticket within the support site, or upload the support bundle to a preexisting support ticket.