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How do I submit a case?

PostPosted: Thu Jun 06, 2013 5:19 pm
by Rhonda
Just FYI for you folks who might be struggling with things we cannot work through the forums. Things such as the zombie process (where x1 fails to shut down on upgrade) or any types of LOST connection errors and even other errors which might go deeper. For these things the best thing to do is submit a case. To do this we'll need your logs.

1. Click the "Start" button
2. In the Run box, enter the following: %TMP%
3. Press Enter
4. In the resulting directory, sort by the 'Name" column and send me the most current 'x1setup.log' and 'x1pro_install.<date>.log' files

Also submit a case here. You can download the diagnostics tool from the link, add those files plus the 2 above and we'll try to see what's going on.