Welcome!

This is a tool designed to help anyone who is having a technical issue with Archive Shuttle. The vision for the tool is one that acts as an issue “sounding board” that is useful to even the most experienced with the product, The hope is that we can qualify the issue enough to where you understand it better, and to collect the information that would make for an excellent resource if a support ticket is needed.

Eventually, we hope this resource to be a pathway to fill learning deficits while accomplishing these other goals.

Take a look at video.

This is a work in progress and all feedback is always welcome.

General identification - Step 1 of 6

Email *

Please describe your issue in a sentence or less: *

Please provide a descriptive but short "title" describing your issue.

Is the reported instance of this issue hosted on AS.C? *

What is the tenant name?

Section 1: Issue isolation

This resource will be asking you a series of questions to attempt to qualify the type of issue you are experiencing.

This is the most sizable section of this assistant, but most sections should not take very long to complete. Ambiguous or complicated issues have more depth needed.

Please help to identify what type of challenges you are currently investigating:

Implementation
Usage
Migration performance
Other type of issue

Implementation Issues

This section is designed to help isolate issues occurring while initially implementing the solution.

What is the operating system where you are trying to implement this in?

Please provide OS version details where implementation issues are occurring.

Which of the following areas of implementation are you having a challenge with?

Product requirements
Installation
Other

Which of the following areas of product requirement are you having a challenge with?

Hardware
Software
License
Account
Communication dependencies
Other

Which of the following areas of installation are you having a challenge with?

Install media
Install process
Initial service startup
Initial UI access
Initial communication
Other

What are the challenges you are experiencing with the installation media?

I need it
Installer will not run
Unable to complete installer
I do not know which installer to use
Other

Is this an Archive Shuttle Core install?

What is the name of the installation file being used?

Please help us to identify what challenges you are having with the install process:

Installation will not start
Error occurs during installation
No error occurs, but Installation will not complete
Other

Please remember to fully document "When" and "Where" in the installation process your failure is occurring in the space provided below.

Does the installer successfully launch?

Yes
No
Maybe

Is an error produced when attempting to start the installer?

Do the event logs show any errors related to failing to launch the installer?

Does the installer attempt to roll back the installation?

If available, what was the last action the installer mentioned prior to rolling back the installation?

Does the rollback complete successfully?

Have you collected verbose MSI logging while reproducing the issue?

Will you collect verbose MSI logging while reproducing the issue?

Does the service fail to start?

Is there an event log entry implying an issue at service startup?

Yes
No
Maybe

Consider Capturing the full details of the event (Right click, Copy > all details as text) for evidence related to your issue.

Did you experience any error or warning pop-up on service startup?

Yes
No
Maybe

Consider grabbing a screenshot of the pop-up for evidence as it can frequently be useful if the issue is not obvious.

Is there an initial issue with connection/communication of the module to the ASWS endpoint?

Yes
No
Maybe

What is the URL you are having challenges with?

When attempting to initially access the AS UI, do you see any AS UI components loading?

Yes
No
Maybe

Is an error produced when you attempt to access the web page?

Yes
No
Maybe

Please provide the error code (including subcode if available) below and collect relevant evidence for support submission.

Web servers use a standardized set of error codes that can be very informative as to the root cause of the issue occurring. The format of the error is typically NNN.N where N is a 0-9 numeric value. For example, 401.3 is an error code for an authentication failure due to a server configured restriction.

Is there an initial issue with connection/communication of the core service to SQL?

Yes
No
Maybe

Please note: You have selected the option of "other" one or more times in this section. Please ensure to detail what "other" is below so we can evaluate improvements to this resource.

Usage Issues

This section is designed to ask questions related to the usage of the product after successful setup, install, and communication is established.

Which of the following best describes the type of usage challenges with Archive Shuttle you are currently investigating?

Initial Configuration and setup
User Interface (UI) challenges
Management
Other

What best describes the type of configuration challenges you are having after installation?

Domain configuration
Link set-up and configuration (source/Target)
Staging area set-up
Credential configuration
Synchronization issues
Module Configuration
General/Global initial configurations (Folder-less items, Disable Reminders...)
Environmental Configuration
Unexposed Configuration
Other

What best describes the type of User Interface challenges you are having after installation?

Incorrect
Incomplete
Errors
Ambiguously failed to load
Formatting
Other

What best describes the type of management challenges you are having after installation?

Efficiency of management
Intuitiveness of management
Unmanaged problem
Reporting
Other

Please note: You have selected the option of "other" one or more times in this section. Please ensure to detail what "other" is below so we can evaluate improvements to this resource.

Migration Performance Issues

These issues are frequently the hardest to support and as this is the case, this is the most involved section of our assistant and can increase the level of effort needed to complete this assistant.

Performance expectations are also challenging to establish and to support at a specified rate. Typically these sorts of issues are considered to have limited support except in cases of "grossly insufficient performance".

Is the issue you are investigating exhibiting "grossly insufficient" performance? *

Yes
No
Maybe

Is the AS environment sized in line with the "best practices" for the size, scale, distribution, and features intended for use within this project?

Yes
No
Maybe

Is the environment "fully loaded"?

Yes
No
Maybe

A "fully-loaded" environment has plenty of work to be performed at all stages of the migration and in queue to start. What exactly it is is dependent upon your module configuration and is sometimes limited by preceding projects (like mailbox migrations).

Is your environment configured to "Go Wide"?

Yes
No
Maybe

A configuration designed to "Go Wide" is one where you have a high number of archives for export (Archive Parallelism) and configure a low number of items per archive (Item Parallelism) to maximize export speed and content for diversity of target containers to maximize the ability to import at the product’s maximum speeds.

Do the exports commonly stop because the high watermark for staging area is hit?

Yes
No
Maybe

Does all processing seem to stop for no known reason?

Yes
No
Maybe

Does the "hang" clear without intervention, time-out, or error?

Yes
No
Maybe

Is the import or export tuning for maximum rate a main focus in this investigation?

"Yes" opens a lot of additional questions to determine current configuration, load, rate, and expectations. Expect to spend a few extra minutes to properly collect the necessary information from you.

This section is to collect relevant data needed to assess import or export performance issues.

Please provide the number of source containers in consideration for this investigation.

Please provide the number of Item databases in consideration for this investigation.

Please provide the number of containers targeted for import and in consideration for this investigation?

Please provide the number of import modules configured and in consideration for this investigation?

Is something other than this project dictating wave/batch definition?

Yes
No
Maybe

Can we change wave configuration if needed to maximize performance?

Yes
No
Maybe

How many staging areas are in consideration for this investigation? Please list each and include the size, available disk, and high/Low watermark for each.

Are you currently investigating export or import performance issues?

Export
Import

You may be experiencing both issues but each issue should be investigated separately for clarity in issue discovery.

Note: Performance "rates" should be based on an average of a full three-hour window where you are loaded to your capacity to be considered a "good" performance capture.

Do you have a "good" performance capture (as described above) in evidence?

You may be experiencing both issues but each issue should be investigated separately for clarity in issue discovery.

Please understand that you will need this information to really assess your issue. "Good" performance captures will be needed regularly while in pursuit to assess the impact on the rate by actions taken while pursuing the issue.

Please immediately work to capture one or we may be unable to help you.

What is your current rate by items per hour?

What is your current rate by volume (size) per hour?

What is an acceptable rate by Items/Volume per hour?

What is a desired rate by Items/Volume per hour?

Please provide the number of source export modules configured and in consideration for this investigation?

Please describe your Import module's configuration impacting performance.

Threads, mailboxes, batch number, batch size and more all all configuration that can impact the migration performance.

Is this condition recurring?

Yes
No
Maybe

Can it be reproduced on demand?

Yes
No
Maybe

Has it been witnessed in more than one environment?

Yes
No
Maybe

Is it experienced in any observable pattern? Check all that apply:

At or near a specific time
At or near a regular interval
After a specific action was taken
Other

Are you able to associate this condition with any resource bottleneck or constraint?

Yes
No
Maybe

Has the person/people/team/organization responsible for the constrained resource been contacted about this issue yet?

Yes
No
Maybe

A key component to prompt issue resolution is ensuring the appropriate specialized individuals are appropriately engaged in the issue.

Can you identify the problematic module/process/function?

Yes
No
Maybe

What module/process/function do you feel this is occurring in?

Did you collect AS log files showing this behavior?

Yes
No
Maybe

Great work!! This is frequently the first step to understanding and resolving your issue.

Since you are already ahead of the game, as an added challenge you may wish to try to capture log examples from the same environment when properly performing. These "known good" log examples can frequently expedite issue investigation.

Did you collect any third-party diagnostic logs or other information while it was occurring?

Yes
No
Maybe

Please detail logs captured, the file names associated with them (if not obvious) and excerpts from the provided logs showing this issue.

Do you feel the issue is something within AS itself and not something outstide of the product?

Yes
No
Maybe

Have you captured a DMP file of any problematic process identified?

Yes
No
Maybe

A DMP file can be expensive for analysis but can provide insight other methods of review cannot. This is frequently a "must" when troubleshooting excessive resource consumption or processing hangs.

Are there any environmental storage considerations impacting performance? (EMC devices, EV configuration...)?

Yes
No
Maybe

Is there a project or milestone deadline threatened by this issue being investigated?

Yes
No
Maybe

Please note: You have selected the option of "other" one or more times in this section. Please ensure to detail what "other" is below so we can evaluate improvements to this resource.

Please note: You have selected an option in the previous questions one or more times. Please ensure to detail why you are configured like this and what your performance expectations are while in a sub-optimal configuration.

Please describe "how" specifically you are seeing this issue as well as any additional relevant details about this specific challenge when using Archive Shuttle:

This is designed to capture details about the challenges you are having with the product not already disclosed.

Please remember to retain, collect, describe and submit all relevant evidence collected during any investigation you did. This will help to understand the issue you are having and progress the investigation into your challenges.

Evidence readiness

This brief section discusses the quality, completeness, and content of the evidence collected during your investigation into this issue.

Collecting enough quality evidence of an issue can result in an actionable ticket for the appropriate team to fully understand your challenges. This frequently results in a lowered time to ticket resolution and solution delivery time.

In the prior page, you implied you did not collect any AS log files relating to this investigation. Please explain.

AS log files are frequently considered the "first-step" in any investigation. Sometimes, capturing them is of no value. We would like to know why you did not capture them this time.

Did what you see in your investigation (UI, Log entries, or other obvious indicators) clearly imply what issue you were experiencing?

Yes
No
Maybe

Were the logs collected set to a "trace" level of logging?

Yes
No
Maybe

Please explain why these logs were not captured at a trace level ofl ogging.

Normally when performing an in-depth investigation TRACE logging is best. Sometimes not. Why were your logs not set to TRACE when captured?

Was other related supporting evidence collected?

Did what you see in your investigation (UI, Log entries, or other obvious indicators) clearly imply what issue you were experiencing?

What other supporting evidence was collected? Please select any that apply

Performance Monitor
Activity Monitor
SQL profiler
SQL logs
DMP file
Process Monitor
referential Web sites
Subject matter expertise
PowerShell Output
Customer provided
Partner provided
Third party provided
Other

Can you provide steps to reproduce this?

Yes
No
Maybe

Steps descriptive enough to be reproduced in a lab or another environment can be one of the most useful tools in expediting investigation and a solution when an issue occurs.

Note: Please be sure to include actionable steps to reproduce this issue in the space below.

Please provide any other relevant pertaining to evidence readiness.

Please remember to retain, collect, describe and submit all relevant evidence collected during any investigation you did. This will help to understand the issue you are having and progress the investigation into your challenges.

Resource readiness

This section is to determine if the information needed to help you understand whatever challenge you are having is available, accessible, and consumable to those that need it. Your responses here will help us to improve how we deliver content for internal knowledge transfer.

To what level have you investigated this issue to date. Zero is no investigation and 10 is you investigated it to the fullest extent you are capible.

Selected Value: 0

This is a question to assess resource readiness. Please help us to understand if you have a lot invested in seeking answers you could not find.

When investigating this, did you use any resources outside of your own knowledge and experience?

Yes
No
Maybe

Did you try to use any of the following resources?

Info site (QT KB and product docs)
Readiness
ADO
Kayako
Swish
SharePoint
Teams
Ask a co-worker
External Search Engines
Other

Were you able to find information that was helpful to your investigation?

Yes
No
Maybe

Can you please provide some examples of search criteira used when trying to find content? *

This is concerning to us. Either we didn't have useful information related to your issue or we have the information but it was unable to be easily found or identified as being useful. Will you help us fix this?

Are you interested in learning about how you can use the resources available to you to better understand and sometimes resolve the challenges you are experiencing?

Did you find a solution?

Yes
No
Maybe

What is the primary resource where the ultimate solution to this issue came from?

Did you successfully implement the solution?

Please let us know what was missing for you to be able to successfully address this challenge without any assistance:

Support readiness

This section is designed to help collect the remaining pieces of information desired for a great support ticket to be created.

Did you complete all the questions posed to you within this tool?

The effort is going to pay off as I have some very limited questions for you to align the data collected for support.

If a question being asked seems like something you have already answered, please do not feel the need to repeat it. It probably needed to be asked in case you did not.

Customer (and partner) name *

What is the primary product edition you are investigating this issue in? *

Archive Shuttle (AS)
Quest Migration Manager for Enterprise Archives (MMEA)

What is the applicable versions of the product you are working with? *

Core, UI, Module, or product versions may all be relevant or one version representing them all depending on your situation. Please supply appropriate info.

Did you collect AS log files showing this behavior?

Yes
No
Maybe

Please detail logs captured and excerpts showing this issue.

Did you collect a screenshot showing your issue?

Please upload the screenshot you collected for this issue

Click or drag a file to this area to upload.

Are you able to reproduce this issue reliably?

Please provide steps to reproduce the issue where possible.

Please summarize the problematic behavior you are seeing:

Please summarize what behavior you are expecting to see:

What timezone are you located in? *

Please let us know how useful this tool is.

Rate 1 out of 5Rate 2 out of 5Rate 3 out of 5Rate 4 out of 5Rate 5 out of 5

Thanks for completing this utility. Please use the space below to provide any feedback on what we are doing right or how we can improve this resource.

Hit "Previous" to change an answer or "submit" to send yourself a copy of your answers.

Phone