Data Instance Director Support Questions

General Troubleshooting Questions

1. What version of HDID/HDIM are you running on your master node?  (TIP: Click "Help > About" in the GUI)
2. Is this problem occurring on a Master, Source node, or Repository/Storage Proxy/ISM node?
   1. To Check: Customer can review and take a screenshot of the respective ‘Data Flow’ tab on the HDID GUI
3. Can you please provide the node names of the Master, the affected Source node and the affected Repository/Storage Proxy/ISM node?
4. What operating system and service pack is being used for the Master/Repository/Source node?  (TIP: Issue "winver" from "Windows > Run" or from a Command Prompt)
5. What Java versions are running on the Master/Repository/Source node?  (TIP: Issue "java -version" from a Command Prompt)
6. Does the issue repeat itself regularly or is it possible to reproduce the error on-demand/at-will? 
   1. If replicable, we will want to set up a TraceDebug
7. Can you run the diagnostics and upload the files to our ftp server for further analysis?
   1. Directions to upload can be found here: https://tuf.hitachivantara.com 
8. What type of issue is this? 
   1. Examples include the following:
      1. Filesystem Backup
      2. Filesystem Restore
      3. Filesystem Replication
      4. Snapshot operations (e.g., Create, Mount, Revert, Delete, etc.)
      5. Disaster Recovery
      6. GUI Operations
9. What type of mechanism is used?  (i.e., is it software-based (e.g. native Hitachi Data Instance Director, Microsoft Volume Shadow Copy Service (VSS), etc.) or Hitachi Hardware orchestrated (e.g., Hitachi Universal Replicator (HUR), Hitachi ShadowImage/TrueCopy (HORCM))?
10. What software application is involved in the issue (e.g., Oracle Database, Microsoft SQL Server, Microsoft Exchange Server, VMware vSphere/vCenter, Microsoft Hyper-V, etc.)
11. Was there an error message presented either by the application or HDID? 
    1. If so, please provide a screenshot of the entire application screen when the error message appears or from the Log Manager screen in HDID.  Ensure the screenshot has adequate resolution for easy viewing.