HCP Anywhere Enterprise Support Questions

Objective

Expedite the troubleshooting process for the most common issues by reviewing and answering the following questions for Anywhere Enterprise (CTERA).

What is the Portal version and Edge Filer version?
- e.g. Portal: 7.5.x
- e.g. Edge Filer: 7.6.x
What is seen?
- e.g. Users are unable to open stub files while accessing files through Samba.
What is expected?
- e.g. Users should be able to open and download stub files.
Steps to recreate/ see the issue in Customer System.
- e.g. Try to download any stub files and it will error out, access the folder through files tab in Edge Filer Admin UI.
Business impact
- e.g. Impacting Finance and Payroll team on their operation.
Troubleshooting steps taken
- e.g. Jumped on remote session and capture screenshot for the issue.
- e.g. Logged into edge filer and click Cloud Drive, showing "All Synced".
- e.g. Clicked Cloud Services/Status and did a reconnect.