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:
- Open the agent interface by double-clicking on
in the taskbar.
- Go to
to open the Help and support panel.
- Click on Request a challenge in the Helpdesk tab.
- Send you the challenge code generated.
- Keep the New challenge window open.
On your side:
- Open the Environment > Challenges menu in the console.
- Enter the challenge code.
- Select Run diagnostic.
- 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.
- Click on Generate.
- Send the response code to the user.
- Ask the user to enter the response code in the New challenge window, then click on Start the challenge.
- Next, refer to Diagnosing issues on agents to use the diagnostic tool.