You might term this an appeal from every person who does support.<\/p>\n
If you’re dealing with a support service with NetWorker, regardless of whether it’s EMC or some other company, it always pays to remember that screen shots do not constitute logs<\/em>. Some people do have a tendency to shoot of a screen request when they request support, and as a long term provider of support and consulting in NetWorker, I’d just like to humbly beg you, if you’re about to do that, to seriously, seriously reconsider what you’re doing.<\/p>\n I like to rationalise it this way \u2013 consider your support “event” to be a movie. For example, if tape drives have been experiencing issues and failures overnight from 22:00 through to 08:00 the next day, that’s a 10 hour movie.<\/p>\n Using this analogy, sending a screen shot is akin to sending one single frame<\/em> from a 10 hour movie and asking someone to provide you a complete plot summary and script for that movie.<\/p>\n As you may imagine, that doesn’t really work.<\/p>\n Sometimes there is<\/em> a place for screen shots – they can be useful in certain situations. However, with NetWorker, a product that features excellent logging, there is no substitute for sending through the appropriate log files to your support provider. Like the entire movie vs a single frame, these provide the complete plot to your support team, and allow them to fully appreciate the overall state of the NetWorker server for the duration of the issue.<\/p>\n When you do send through logs, rather than screen shots, for NetWorker, you should always:<\/p>\n You will normally get at least<\/em> a 10:1 compression ratio on text logs. So what might be a 5MB screen shot, or a 4MB plain text log file, should come down to 400KB or less.<\/p>\n Please, send logs, not screen shots, unless you’re asked otherwise. Your support person will thank you for it, and you’ll probably get resolution quicker.<\/p>\n — You might term this an appeal from every person who does support. If you’re dealing with a support service with…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[16,23],"tags":[],"class_list":["post-349","post","type-post","status-publish","format-standard","hentry","category-networker","category-support"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n
\nI have one other personal preference when it comes to screen shots. Please, please don’t send them as a picture pasted into a word document. Either paste them directly into the email (modern email systems support this), or save them as an independent picture and send them through as an attachment.<\/p>\n","protected":false},"excerpt":{"rendered":"