General FAQ: Difference between revisions
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[[How can i do manual backup?]] | |||
Manual backup is done when you the backup is not available or failed last night due to some error. | Manual backup is done when you the backup is not available or failed last night due to some error. | ||
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[[How to handle client's issue?]] | |||
The very first step is understanding client problem. | The very first step is understanding client problem. | ||
Revision as of 07:37, 30 August 2009
Manual backup is done when you the backup is not available or failed last night due to some error. To do a manual backup first check the logs in support menu. Enter the date you wish to see the backup report. If it gives a pop up "NO RECORDS FOUND" this error means backup did not happen last night. As the backup is very important it has to be done manually now.
Note: Before doing manual backup check that no user is online or logged in to Neosys, check this by using the option "Documents in use" as you click on this report it will show you all the list of documents in use and which user is online or by checking the Neosys processes on desktop and also check how long does it take to do a backup, to check this you need to look in backup mail, if you see at the end of the report you will find the time taken to do a backup. If the backup completes in few seconds or minutes then go ahead and do it but if it takes long time stop here (Don't do manual backup for companies like Adline,Eurorscg,Bates,Gulfad,etc. who takes long time)schedule downtime Neosys services till next day morning 1.00 am and report the same to your manager.
Now to do a manual backup Go to Menu-->Support-->Backup click on Start Backup. Now check the Neosys processes on desktop you will find some movements on Neosys processes it means backup is started and now wait till you get the confirmation mail in your inbox. Once you receive the mail check the mail thoroughly. If it is successful stop here and if not then check the error on the mail and look into wiki for further assistance.
The very first step is understanding client problem.
Ask the client what error does he gets on the screen.
If error seems to be familiar then solve it on phone.
If error is unknown then ask user to send screenshot of the error displayed.
Look in to the mail which he sent and check wiki for the solution.
If the issue is unknown or you don’t understand it clearly ask the user to do a remote support and see how the error occurs on the screen. Understand the issue clearly and tries to solve it.
If it is new issue then report by escalation the same issue to your manager with a brief explanation.
