| The information on this page refers to License Statistics v5.15.4 or newer, which added a script to assist with gathering troubleshooting information. If you are using an earlier version of License Statistics, please refer to the documentation for releases prior to v5.15.4. |
If you experience a problem with License Statistics, please email X-Formation Support.
To help us assist you most quickly, when reporting an issue with License Statistics:
- Describe the problem as completely as possible.
- Generate a "licstat_support.zip" file:
- Go to the "support" sub-directory under your License Statistics installation directory.
- Run the script contained in the "support" sub-directory:
- For Windows, run "create_support_file.bat"
- For Linux, run "create_support_file.sh"
- For Windows, run "create_support_file.bat"
- Running this script will create a file named "licstat_support.zip." (A zip archive will also be generated in the same location.)
- Attach the "licstat_support.zip" file to your support request email.
- Depending on the type of problem you are reporting, sending us additional information may be helpful:
- UI issues: Attach any screenshots that contain URL and browser information.
- Data migration issues: Request access to the X-Formation Upload Portal where you can upload your database to help us reproduce your problem. (Note that it is important to create the database dump using the scripts described in Backing up and restoring the database.)
- Import log issues: Attach the import log.
The more precise and complete the information we receive, the easier it will be for us to identify and solve your problem.