Data Ingestor Support Questions

Top Troubleshooting Questions

1. While you already provided a description of your issue in the Basic Troubleshoot questions, please try to answer as many of the following questions as possible:
   1. Date, time and time zone of occurrence and a log collection for this time period. (log collection details can be found here: How to Gather a Data Ingestor (HDI) Data Collection) 
   2. Identification of what OS and Versions are affected, and is NFS or CIFS used to access the filesystem?
   3. What are the size and types of files, and what is the rate of ingestion?             
   4. If the issue is indicated by a client-side error, provide client-side logs and/or an example of the specific error(s), which include date/time/time zone of the error so it can be correlated with HDI logs.
   5. What are the affected Filesystems?
2. Are there any HDI error codes generated?
   1. Has the 'HDI Error Codes' document MK-90HDI005 been referenced?
3. Is the issue occurring on a newly deployed existing production HDI system?
   1. If a new deployment, who are the Service Team members involved, and is the engagement completed?
   2. Are there any planning documents or diagrams available for this solution?
   3. When was the solution initially deployed?
4. What is the impact of the issue on the customer's production environment?
5. If the issue relates to migrating to or recalling from the HCP, please collect/upload the HCP logs for a timeframe corresponding to issue on the HDI: Hitachi Content Platform (HCP) Data Collection 
6. Is encryption-at-rest enabled?

Additional General Questions

• When was the last date, time that the solution was working as expected?
• Are there any existing SR's related to this issue?
• What has been tried already to address the issue and when was it tried?
• Have you checked support.hitachivantara.com for alerts that could affect your system version or knowledge.hitachivantara.com for related issues?