Overview

When a customer reports an issue and agents are unsure of how to identify/troubleshoot the issue and there is no specific solution KBA for the product this article can provide generic guidelines on what to ask to get clarity on the issue.

Information to Ask

For common Issues such as Search data not being found or CPU Spikes or performance issues or if the problem statement is not clear this set of information can be asked:

Site Name :
Server IP :
Type (CGNAT or CGF) :
Primary/Secondary :
Total Service running :
Amount of RAM allocated to each Service :
Total RAM available in the Problematic Node/Server:
Thread min/max given to each Service :
Total Thread in System /total Core in System:
Since when it is an issue :
Was any traffic upgrade performed recently? :
Uptime of the system :