| Audience: DocuShare administrators |
Gather Information for Xerox DocuShare Technical Support
Overview
When you contact Xerox DocuShare Technical Support, providing the relevant server information and diagnostic files helps Support investigate your issue more efficiently. Gather the information below and upload it only to the secure collection link provided by your Support representative.
This article applies to supported DocuShare versions. Support may request additional information depending on the symptoms and the affected component.
Before You Begin
- You must have administrator access to the DocuShare server. On Windows, you must be a Windows Administrator to collect system information and access the installation directories.
- Confirm the DocuShare installation directory. The default Windows location is C:\Xerox\DocuShare, but your site may use a different path.
- Confirm whether the DocuShare database runs on the same server or on a separate server.
- Ask your Support representative for the secure upload collection link before sending files.
Required Information
DocuShare server files
Create compressed copies of these directories from the DocuShare installation directory:
- The logs directory
- The config directory
For example, if DocuShare is installed in C:\Xerox\DocuShare, collect C:\Xerox\DocuShare\logs and C:\Xerox\DocuShare\config and compress each directory as a ZIP file.
DocuShare server system information
Collect the system information for the server that hosts DocuShare and save it as a text file. Use the operating-system-specific system-information procedure for your server, then include the resulting .txt file with the other support files.
Database server system information
If the DocuShare database is hosted on a different server, collect and save the system information for that database server as a .txt file as well. This file is not required when the database is hosted on the DocuShare server unless Support asks for it.
Protect Sensitive Information
The config directory may contain site-specific settings, connection details, certificates, or other sensitive information. Do not email these files or upload them to an unapproved location. Use only the secure collection link provided by Xerox DocuShare Technical Support, and follow your organization's security and data-handling policies.
If your organization requires a security review before sharing diagnostic files, complete that review before uploading. Tell your Support representative if you cannot provide a requested file or if you have redacted any content.
Upload the Files
1. Confirm that the ZIP files and system-information text files can be opened and are not empty.
2. Use the secure collection link provided by your Support representative.
3. Upload the requested files and submit the collection.
4. Reply to your Support representative with the support case number and the names of the files you uploaded. Do not include passwords, license keys, private keys, or other secrets in the message.
Additional Information Support May Request
Depending on the issue, Support may request items such as a timestamped description of the problem, affected user or object handles, screenshots, browser or client details, database details, reproduction steps, or specific log files. Provide only the information requested for your case and use the secure transfer method supplied by Support.
Related Guidance
For detailed system-information collection steps, use the operating-system-specific instructions supplied by Xerox DocuShare Technical Support or linked from your support case.