| The information on this page refers to License Statistics v6.1 or newer, which improved Support page. If you are using an earlier version of License Statistics, please refer to the documentation for releases prior to v6.1. |
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 in your email.
- Generate a support file. This may be done in the License Statistics UI or from a command line, and both methods produce the same file, named "licstat_support.zip."
- If License Statistics is running, click Download Support File from the Support page. This is the easiest way to report UI issues, such as quality of gathered data, configuration problems, etc.
or - Generate a support file from the command line. This may be done at any time (License Statistics can be either running or stopped), but is most useful for reporting administration issues and technical problems with running the application.
- 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" either from command line or from Windows Explorer. You must run the script as an administrator by using "Run as administrator" or an elevated "cmd" instance.
- For Linux, run "create_support_file.sh." When running the script, permissions must match the permissions for running License Statistics.
- For Windows, run "create_support_file.bat" either from command line or from Windows Explorer. You must run the script as an administrator by using "Run as administrator" or an elevated "cmd" instance.
- If License Statistics is running, click Download Support File from the Support page. This is the easiest way to report UI issues, such as quality of gathered data, configuration problems, etc.
- 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.