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If all attempts to solve the problem locally didn’t lead to success, contact your Sitecore partner or the Sitecore Support Team if you have a direct support agreement.  Please, refer to the Collecting Information About the Problem section for instructions on what information should be sent along with your support case. Sending the relevant information improves the turn around time for your case.

1.  Collecting Information

To make the process of troubleshooting run faster, it is crucial to provide technical specialists with as much information about the problem as possible. Below is the list of the most useful things to include.

General Note: Please remember that all support enquiries directed to Sitecore Support must be in written English.

1. Instructions for reliably reproducing the problem.
   
   It’s actually almost impossible to work out a problem that is impossible to reproduce. Try to remember all of your last actions before the problem occurred. Formulate an exact scenario to reproduce the problem. Scenario instructions must be clear, well-defined and detailed – this will save your time and effort.
   Step by step instruction is a good way to go.
   
2. Relevant Sitecore data files.
   
   Please consider providing your partner or the Sitecore Support Team with the following information (provided this information is pertinent to your case):
   
   Note: It is highly recommended that you send all files packed into a ZIP file.
   
   If you experience any problems with clean Sitecore CMS (not with modules) you should include the following:

• Sitecore Version. You can find the Sitecore version in the About box (Sitecore» All Applications » System » About Sitecore) 

• The web.config file (located in the Sitecore web root folder).
  
• The Master Database:
  
  For the SQL edition: you should backup the relevant Sitecore databases (contact your database administrator if you are unsure how to do this), package the results into a zip file and upload it to an FTP server or somewhere on your site so that the Support Team will be able to download it (for example, http://www.companysite.com/upload/databases.zip).
  
  For the Firebird edition: package the Firebird database files into a zip file and upload it to an FTP server.
  
• Log file for the last day (log.*.txt) from the Data folder. Click here to read more about Log files.
  
• Audit files (audit.*.txt) from the Data folder. Click here to read more about Log files.

• Module’s log files:
  StatCenter: /sitecore modules/StatCenter/logfiles/*
  Maintenance: /sitecore modules/maintenance/log.txt
  Stager: /sitecore modules/staging/workdir/*.log
  
• Screen shots whenever possible
  Sometimes one look at a screenshot is worth a dozen of lines of explanation. If the problem has any visual display – don’t hesitate to make screenshots. It’s a good practice to highlight the parts of a screenshot that require special attention.
  Note: please, make sure that screenshots provide sufficient resolution and are compressed in a suitable way.
  
• Copies of any error messages you get

4. The Support team will appreciate any additional information which will allow them help you.

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