Overview
This article provides important information often required by M-Files Support to initiate or proceed efficiently with M-Files incident investigations.
Typical Info Needed in Troubleshooting
1. Issue Details
- What exactly is not working?
- Steps to reproduce
- Can you get around the issue somehow or does it work with another UI like M-Files Web?
- When did the issue start? (Exact UTC, if known)
- Has it worked before?
- Did something change before the issue started?
- What has already been tried to remedy the issue?
2. Environment
- Cloud or On-premises installation?
- What Vault?
- On-premises M-Files Server and/or M-Files Desktop version(s) (Checking the Full Version Number of M-Files Desktop and M-Files Server) (Format xx.x.xxxxx.x)
3. Impact
- How many users are affected?
- How often does the issue occur?
- What is the impact of the issue on you and the business?
4. Diagnostics
- Full error message as text, preferably in English (How to collect the whole error message from the M-Files error window)
- Windows Event Logs* (Saving a Copy of M-Files Errors in the Windows Application Event Log)
- Other technical details about the things that are related to the Incident situation.
* Disclaimer on Sending Files to M-Files
In regards to the European General Data Protection Regulation (GDPR) we ask you not to transmit personal data to M-Files without agreeing beforehand. Consider sending logs and any potentially confidential material only by using Cryptshare, which is our secure and GDPR-compliant file upload service.
Case Scale and Impact in Support Portal
Scale and Impact properties are set for the support case when it is submitted via the support portal. These properties help automation categorize the support case. Please select the Scale and Impact properties according to the actual incident. We also encourage you to tell in the description how the case affects users.
Keep Software Updated to the Latest Versions
The latest M-Files Client and Server versions may have fixed the issue you are experiencing, so it is recommended to always use the latest software versions. Very old M-Files versions can not be supported properly, other than mainly by supporting the update to the newest version. Please also take a look at Lifecycle Policy - M-Files. If you do not use the latest version, please let M-Files Support know why.
More info for M-Files Partners
Advanced troubleshooting instructions for M-Files Partners
Case Scale and Impact in Support Portal
Scale and Impact properties are set for the support case when it is submitted via the support portal. These properties help automation to categorize the support case. Please select the Scale and Impact properties according to the actual incident. We also encourage you to tell in the description how the case affects users.
