AD360 Support

In-order to analyze issues or other challenges faced by evaluators / customers, AD360 product team might request for product logs (Support Information). This will provide the team a clear understanding on the problem / challenge reported.

The creation of the support information can be done either automatically or manually.

Under Dashboard, each of the four components of AD360 has a separate dashboard view. The following information are shown under each tab:

How to automatically create and send information:

• Click on Support Tab → Support Info → Create System logs: Auto
• This will automatically create a support info file. Note: The time taken for creating the support info file can vary from a few seconds to minutes depending on the logs that have been created by the product over time.
• Once the support info files are ready, save the file locally by clicking on the link provided
• Attach the saved zip file and mail it to ad360-support@manageengine.com.
• Alternatively if the file size is large you can upload the saved file to our server by following the below steps.
• Type : http://bonitas.zohocorp.com/upload/index.jsp on a web browser
• Select "AD360" from the Product drop down menu
• Provide your Email address
• Add a comment
• Attach the saved support info file from the stored location
• Click on Upload

How to manually create and send Information:

• Go to AD360 installation folder
• Open the bin folder
• Double click on "compressLogFiles.bat" file.
• Go back to the installation folder and open logs\archive folder to find a zip file named in the format: "ssmmHHddMMyyyy".
• Attach the zip file and mail it to ad360-support@manageengine.com
• Alternatively if the file size is large you can upload the saved file to our server by following the below steps.
• Type : http://bonitas.zohocorp.com/upload/index.jsp on a web browser
• Select "AD360" from the Product drop down menu
• Provide your Email address
• Add a comment
• Attach the saved support info file from the stored location
• Click on Upload