Prerequisites Support

This page will have a description of which prerequisistes are required for technical support via the Support Desk.

The idea here is that the first-line support requests or retrieves this information from the end customer which is reporting the issue/support.

To provide proper support we need the following;

Bundle all this information and send this to our service desk

Issue description

To provide support we do require some information about the issue, a concise but complete description of the issue that the end-user is facing helps us understand what the user is trying to do and what components could be the culprit.

This also includes a short but descriptive title for the issue/bug you want to log

Trust1Connector information

For support in regards of the Trust1Connector we need the following information;

Operating system information

The following items that are required will be in the context of the operating system and network situation.

  • Which operating system is being used (Windows, MacOS, Linux)

  • Which version (including build for windows) is used

  • Does the user use a VPN or a Proxy on his system

  • Is the user connected to a corporate network where various policies are enforced

  • Is the user logged in on a Remote Desktop machine

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