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;

• Issue description

• Information of the installed/used Trust1Connector

• information of the Operating system used

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;

• Trust1Connector Version installed

• Trust1Connector SDK version used in the web application

• Trust1Connector log files

• HAR file which shows what actions have been triggered on the web application (optional)

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