To streamline your Support experience, please follow these steps
BEFORE you contact Support for help:
| 1. Have you run the Analysis Tool (AT)? | The Analysis Tool (AT) collects the x360Recover backup agent config logs. It grabs information about Windows (including event logs) and the overall health of the system (including Microsoft VSS) - then, saves that information as a report for a support technician to review when identifying potential issues. How to run the Analysis Tool (AT) |
| 2. Have you set up “health” alerts ? | Stay informed on any potential issues by configuring the health digest report for an organization. Health digest notifications are outgoing messages intended to keep you informed of significant changes in the status of a client's devices |
| 3. Have you reviewed these troubleshooting documents? | Before contacting Support, please review and understand these basic documents first: D2C Troubleshooting FAQs Troubleshooting Guide - x360Recover [Appliance-based] Supported configurations - x360Recover [Appliance-based] |
| 4. Have you collected as much information as possible? Do you have your notes at hand? | Be prepared when opening your support case -Always submit the support case via the x360Portal -Submit the case with the appropriate priority -When applicable, enable Remote Assist -Include current contact details -Provide alternate times you're available |
Technical reference materials
| Direct-to-Cloud | X360Recover [Appliance-based] | |
| Troubleshoot D2C [FAQs] | Troubleshoot BDR [FAQs] | |
| Troubleshoot D2C agent errors | Agent best practices | |
| D2C index | x360Recover index [Appliance-based] | |
| Prepare a customer environment for D2C | Agent event logs and alerts | |
| Create and manage customized reports | Troubleshoot backup events, alerts and errors |
More DIY resources
SUPPORT | 720-204-4500 | 800-352-0248
- Contact Axcient Support at https://partner.axcient.com/login or call 800-352-0248
- Free certification courses are available in the Axcient x360Portal under Training
- To learn more about Axcient products, sign up for a free one-on-one training
- Subscribe to the Axcient Status page for updates and scheduled maintenance
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