Content Platform 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. [SI – date, time and time zone] of occurrence and a log collection for this time period. (log collection details can be found here: Hitachi Content Platform)
   2. What Client OS and Versions are affected?
   3. Which protocol(s), if any, are involved in this issue? (e.g., CIFS, NFS, HTTP, S3, WebDAV, etc.)
   4. If the issue is related to ingestion/retrieval, particularly if related to performance, what are the size and types of files, and what is the rate of ingestion/retrieval?  
   5. Please provide screenshots of the following:
      1. The status view (Overview screen) of the System Management Console
      2. The Overview screen of the Tenant Management Console for the affected tenant(s)—If this issue affects a specific tenant(s),
   6. 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 HCP logs.
   7. What are the affected Namespace(s) and Tenant(s)?
2. Is the issue occurring on a newly deployed existing production HCP 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?
3. Did the issue occur on the Production or Replica HCP?
4. What is the impact of the issue on the customer's production environment?
5. What are the front-end application(s) that are used with this HCP.  Which one is affected?
   1. Has the front-end application vendor already been contacted regarding the issue and, if so, what is their Case Number? 
   2. Please provide a sample of front-end application data that demonstrates the issue when communicating with the HCP
   3. What is the Version of the front-end application or adapter?
6. Is Storage Tiering or Direct Write to S nodes involved?  If using HCP S-Series node, please collect and upload s-node data: https://tuf.hitachivantara.com/instructions/software/HCPs.php
   1. What model of S-node is used?
   2. What is the affected Service Plan
   3. What are the sizes of the objects, and what is the rate of ingestion?
7. Is this a physical or virtual node system?  If Virtual, has the virtual host vendor been contacted regarding the issue?

Additional General Questions:

• When was the last date, time that the solution was working as expected?
• Have there been any changes that have occurred since the last time it was working successfully
• Have you checked support.hitachivantara.com for Alerts that could affect your system version or knowledge.hitachivantara.com for related issues?