EDM01-36v10 DAG_9.2X2_Card_User_Guide - Support
76 ©2010 - 2012 Endace Technology Ltd. Confidential - Version 10 - May 2012
Requesting assistance
To request assistance from Endace support, complete one of the following:
• If you have successfully installed the DAG software on a Linux based system (except FreeBSD):
c. Run the Support Script (page 76
) to gather system and DAG Card setting information.
d. Attach the output file to an email containing the Required information (page 76) and a Severity
level (page 77).
e. Send the email to support@endace.com.
• If you have an alternative operating system or your DAG software has not been installed
successfully:
a. Fill out the Support Request Form (page 77
).
b. Submit the form.
Support script
To help gather important information on your system and DAG Card configuration, a tool is included in
your DAG software. This tool can only be used on Linux based systems (except FreeBSD) and collects the
following information:
• Installed DAG card(s)
• DAG card configuration(s)
• Operating system/kernel version
• Motherboard/RAM
To run this tool, use this command from the install location:
sh dag-stats.sh
This tool outputs a file called dag-test.log to the current directory.
Please check the contents of
dag-test.log
and remove any information which you feel is sensitive.
Required Information
The following information is always required by Endace Support when creating a Support Case:
1. Product description and serial number.
2. Your name.
3. Your email address.
4. Your phone number(s).
5. Your organization.
6. Your organization's full address, including physical and postal information, courier delivery
information, region and country.
7. Detailed description of the query / issue.
8. Detailed description of your product environment.
9. System dump or logfile.
10. Severity level.
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