If you experience issues with your WinCollect deployment, the following information might help you identify and resolve the issues.
In a complex WinCollect deployment with many assets, identifying the source and cause of problems can be difficult. Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and explain how to resolve the problem.
The first step in the troubleshooting process is to describe the problem completely. Problem descriptions help you and the WinCollect Support representative know where to start to find the cause of the problem. This step includes asking some basic questions:
What are the symptoms of the problem?
Where does the problem occur?
When does the problem occur?
Under which conditions does the problem occur?
Can the problem be reproduced?
The answers to these questions typically lead to a good description of the problem, and that is the best way to start down the path of problem resolution. After you have a clear description, you can investigate the cause of and solution to the problem, or contact WinCollect Support to assist you in the investigation.
Where to get help
Troubleshooting is not the same as problem solving, although during the process of troubleshooting, you can often obtain enough information to solve a problem. However, sometimes you might encounter a problem that you cannot solve by yourself, even after you determine its cause. If you are unable to solve a problem on your own, you can contact WinCollect Support for a solution.