How To Create A Support Bundle – Live Optics Support

Overview

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 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.

Instructions

To send a support bundle, you must first have opened the Live Optics Collector. A support bundle can be collected regardless of the collection's success or failure. Please note this does not apply to Dossier or RVTools as these are not created in this collector.
To create a support bundle, navigate to the Help tab in the collector and click on Create Support Bundle.
Select the box next to “Attach support bundle ZIP to an email to send to support@liveoptics.com” and select Create Support Bundle. If you need immediate assistance, please email support@liveoptics.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.
The bundle is now created. You will be provided the location of your support bundle file with a to send an email to support@liveoptics.com. Select Close to close the dialog box.
Create an email with the required support bundle attached to support@liveoptics.com. Alternatively, you can create a new support ticket within the support site or upload the support bundle to a preexisting support ticket.