Troubleshooting
A general methodology for investigating issues as well as identifying key issues and their resolutions.
1E Support contact details
Support Web portal
Maintenance support customers can log onto the 1E Support Web Portal at https://support.1e.com/ using the login details provided with their maintenance contract. This provides issue tracking, product hotfixes, and knowledge base articles related to each product.
Telephone support
Maintenance support customers can contact the technical support department at 1E through the following support numbers for the US and UK. Just phone the relevant number for your area and use the support code provided with your maintenance contract to get your call routed quickly and efficiently to the correct support group:
US: 1-866-349-4032
UK: 0208 326 3499
Email support
Maintenance customers can use the following email for additional support. Evaluation customers can also use this email with the temporary access code that is provided through customercare@1e.com as part of their evaluation:
The technical support process
Read through the issue pages in the Nomad Troubleshooting section to see if there are any quick resolutions to any problems you may have encountered. After that, if you are still encountering problems, you should create a technical report and then contact the 1E technical support team.
The process of getting the issue to 1E support should be as follows:
Gather all the information relevant to the issue and create a technical report, see heading below.
Maintenance customers contact 1E via the online support portal, using the log-in provided at purchase.
Maintenance customers follow up with emails using their case support number and evaluators contact 1E via the following email address: support@1e.com.
Further follow up via phone to the technical support department at 1E at the following numbers for the US and UK Just phone the relevant number for your area and use your case number and support access code to get your call routed quickly and efficiently to the correct support group:
US: 1-866-349-4032
UK: 0208 326 3499
Creating a technical report
To help determine the cause of technical problems Nomad and associated products keep a number of log files that report on the behavior of each component. These can be found under %PROGRAMDATA%\1E\Nomadbranch.
The technical report should also contain the following information:
Version number of Nomad
The OS, version number and patch level of the Tachyon Platform that Nomad is installed on.
You should then email the details of the problem encountered along with the above information to support@1e.com and a technical consultant will contact you to help find a suitable solution.
The technical support process
Read through the Troubleshooting pages to see if there are known issues, or quick resolutions to any problems you may have encountered.
Maintenance support customers can use the 1E Support Web Portal to review knowledge base articles and download hotfixes.
If still encountering problems, create a technical report (log files and details) and then contact the 1E technical support team.
Creating a technical report
If possible, please obtain the following details and log files before contacting 1E, to include in your technical report.
Version details
The OS, version number, and patch level for:
1E Servers
1E Client
Configuration Manager - if used
Other 1E Server software, for example, Shopping, Nightwatchman, and WakeUp.
For Content Distribution and Shopping, please provide OS, version number, and patch level for:
Configuration Manager DPs
Content Distribution extensions used on Configuration Manager Consoles
ActiveEfficiency Server.
Environmental details
If there were any recent changes made to your configuration
The name of the machines, Configuration Manager Application and/or Package IDs for when the issue occurred
Problem details
When did the issue occur, ensure log files cover this period
The scope of the issue – did it affect a particular geographical location, group of users, or client machines
Details of any self-help troubleshooting steps you carried out
In the event of a service crash or if you are experiencing high CPU or memory usage, provide us with the dump file, event viewer logs, and traces. We will provide you with FTP details to upload these files.
Log files
1E needs details of the recorded time when the issue took place. To ensure logs contain relevant details, please try to rerun the steps to replicate the issue. The table below details the log files we require:
The default location for all Nomad logs is the folder %ALLUSERSPROFILE%\1E
For issues relating to | Required log files | Location of log files |
|---|---|---|
1E Client |
| Default location: %ALLUSERSPROFILE%\1E\Client\ |
Nomad client |
| Default location: %ALLUSERSPROFILE%\1E\NomadBranch\ Optional location if installed using 1E Client Deployment Assistant (CDA): C:\WINDOWS\CCM\Logs\ |
OS deployment |
| The path changes at the different stages of an OS deployment. |
Nomad and ContentDistribution integration |
| %ALLUSERSPROFILE%\1E\ContentDistribution\ |
Delivery Optimization monitoring and reporting |
| Default location: %ALLUSERSPROFILE%\1E\NomadBranch\ NomadBranch.DO.log is created when Delivery Optimization monitoring and reporting are enabled using the DeliveryOptimizationReportingEnabled registry value. |