Universal Replicator Support Questions

General Troubleshooting Questions

1. Was it working before or is this a new setup?
2. What changed recently that might have broken the functionality?
3. Provide a screenshot of the error.
4. If using CCI, provide the command that is producing an error.
   1. What are the HORCM instances related to the problem?
5. If using GUI, provide a screenshot of the error message.
6. What pairs are being affected by the problem?
7. What are the Main Control Unit (MCU) and Remote Control Unit (RCU) arrays model and serials number?
8. What Journal IDs are being used by the affected pairs?
9. What is the status of the Remote Connections?
10. What is the licensed capacity?

Data Collection

• If using CCI to manage Pairs or if you answered yes to question 4, please review CCI Data Collection. 
• Upload data to TUF.  
• Dump collection via Remote Ops (Hi-Track) or customer.