Running a diagnostic

SES Evolution provides a diagnostic tool with which data on user workstations can be collected when an issue occurs. Stormshield's technical support team can then analyze this data.

To run a diagnostic from an agent using a challenge, ask the user to:

1. Open the agent interface by double-clicking on in the taskbar.
2. Go to to open the Help and support panel.
3. Click on Request a challenge in the Helpdesk tab.
4. Send you the challenge code generated.
5. Keep the New challenge window open.

On your side:

1. Open the Environment > Challenges menu in the console.
2. Enter the challenge code.
3. Select Run diagnostic.
4. Enable tracing if necessary, as it will allow you to record the series of operations the user performed that led to the unexpected behavior on SES Evolution.
5. Click on Generate.
6. Send the response code to the user.
7. Ask the user to enter the response code in the New challenge window, then click on Start the challenge.
8. Next, refer to Diagnosing issues on agents to use the diagnostic tool.