Using the support accelerator

The Release support accelerator gathers data that helps the Digital.ai Support Team to troubleshoot issues.

Important: The Release support accelerator is accessible to users with Global Admin permission only.

Create a support analytics ZIP file

A support analytics ZIP file provides the Digital.ai Support Team with data that is used to troubleshoot issues. This file contains information about your Release installation, including the contents of the conf, ext, plugins, hotfix, log, and bin directories.

To create a support analytics ZIP file and send it to the Digital.ai Support Team:

  1. In the navigation bar, click Settings icon.
  2. Click Get data for support. Note: In versions earlier than Release 8.x, select: Help > Get data support.
  3. Click Download. Important: When a support file is created, Release will attempt to remove sensitive data. To ensure this information is removed, open and check the file before sending it to support.
  4. When xlr-support-package.zip is downloaded, uncompress and open the file to ensure that sensitive data has been removed.

Send a support analytics ZIP file to the Digital.ai Support Team

  1. Go to https://support.digital.ai/hc/en-us.
  2. In the top right of the screen, click Submit a request.
  3. From the dropdown, select Problem/Question.
  4. Fill out the required fields.
  5. Attach the support analytics ZIP file.
  6. Click Submit.