Escalation information checklist

If you cannot resolve the problem on your own, contact technical support. Before contacting technical support, gather the information listed in the following table to facilitate problem resolution.


checkmark
Item Notes
  Problem statement What are the problem symptoms? What is the history of the problem?
  Impact assessment What is the severity of the problem?
  Grid ID Click Configuration > Grid Options > Overview to locate the Grid ID.
  Software version Click Help > About to see the StorageGRID Webscale version.
  Customization Summarize how the StorageGRID Webscale system is configured. For example, list whether it uses storage compression, storage encryption, content protection options, archiving target, metadata dual commit, content dual commit, and so on.
  Grid specification file copy Create a copy of the current version of the grid specification file by copying the latest version from the StorageGRID Webscale system. See Configuration > Grid Options > Configuration. For more information, see the Administrator Guide.
Note: This is only a copy of the grid specification file and not the actual grid specification file. This copied version is only used for troubleshooting purposes. It cannot be used to provision the StorageGRID Webscale system.
  Baseline information Collect baseline information regarding ingest operations, retrieval operations, and storage consumption.
  Recent changes Summarize any recent changes made to the system or its environment.