5 1 0:Contacting SEP Support

From SEPsesam


Welcome to the latest SEP sesam documentation version 5.1.0 Apollon. For previous documentation version(s), check documentation archive.


Overview


SEP offers various options for accessing information and support for SEP sesam. The SEP sesam Wiki is an online resource providing help documentation, troubleshooting guides, and more. Additionally, RSS feeds offer a convenient way to stay updated on the latest releases and features. By subscribing to SEP sesam RSS feeds, users can receive timely updates and important information directly through their preferred platforms. In cases where direct support is needed, SEP provides different options for contacting their support team.

The SEP support portal can be accessed directly from Web UI, Restore Assistant, and GUI by navigating to the Help menu -> SEP Remote Support.

Emailing support

To email SEP support, you can send an email directly to support@sep.de. Alternatively, if you are using the integrated email utility, you can send emails from the SEP sesam GUI.

When contacting support via email, it's important to include the customer number, a detailed description of the issue (with screenshots if available), and any relevant logs or reports. The default directory for logs in SEP sesam is <SESAM_VAR>, where files are sorted chronologically in ascending order.

You can obtain logs for a task or a task group. Logs for a task group provide only the general overview information for the entire task group. To get detailed logs for a specific task within the group, especially if it has failed, expand the task group, locate the task, and then collect logs for that specific task.

Accessing logs

In Web UI, you can access system logs by clicking on System Logs in the navigation menu (available in Advanced view). Log types can be selected in the drop-down menu in the content pane. Additionally, you can access main and trace logs for a specific job in the job results window, providing insights into execution steps and diagnostic details for the selected job. You can download log files individually or collectively for further analysis.

Tip
Logs for a task or a task group can also be accessed and downloaded from the relevant context view. The action Download logs allows you to download all system and status logs available for the selected process in a compressed ZIP archive. This action can be accessed by clicking the button (three vertical dots) in the context views, which opens a menu with actions for the selected item, or from the task Properties or Result Details dialogs. For more details, see Monitoring in Web UI.

In CLI, you can upload logs directly to the SEP Customer Experience server using the sm_cmd upload log command.

In GUI, you can send emails directly from the application, including selected logs or reports where this option is available. Alternatively, you can click Help -> Email in the menu bar to open the email form, which provides the button Attachment for attaching log files directly from your SEP sesam Client. The Directory drop-down list enables you to select the directory containing the required log files. Directory names start with the prefix gv_rw_ and point to associated directory under <SESAM_VAR>. The table below lists the names with the associated directories.

Name Directory Name Directory
db ./db glbv ./glbv
info ./work/info lgc ./log/lgc
lis ./lis not ./not
qm ./qm prepost ./prepost
prot ./prot sms ./log/sms
smslis ./work/smslis stpd ./log/sms
sbc ./log/sbc sbc_log ./log/sbc
sbc_times ./times tmp ./tmp
work ./work sel ./sel
ini ./ini


See also

About Logging - Setting Log Level - Analyzing SEP sesam Log Files

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