Requesting Support

Importance of Detailed Issue Reporting

1. Accurate Problem Diagnosis

• Providing a detailed description of the issue helps our support team accurately diagnose the problem. The more information you provide, the easier it is for us to understand what’s going wrong and identify the root cause.

2. Efficient Resolution

• When we have a clear understanding of the problem, we can resolve it more efficiently. Detailed reports enable us to skip over unnecessary troubleshooting steps and go straight to the solution, saving you time and minimizing disruption.

What to Include in Your Issue Report

1. Detailed Description

• Explain the issue in as much detail as possible.
• Include information about what you were doing when the problem occurred, any error messages received, and how frequently the issue occurs.

2. Screenshots

• Provide screenshots that capture the error messages, unexpected behaviors, or any relevant screens.
• Screenshots give us a visual context, which can often reveal issues that might not be evident from a text description alone.

3. Diagnostic Outputs

• Run any diagnostic tools and include the output logs.
• These outputs should contain technical details about your system and the issue, which are crucial for a thorough analysis.

Example of a Detailed Issue Report

https://account.virtfusion.com

Description:

"I encountered an issue while trying to start a new virtual machine. The VM fails to boot and displays an error message saying, 'Failed to initialize network interface.' This started happening after the last software update. It happens every time I try to start a new VM."

Screenshots:

Screenshot of the error message on the VM startup screen.

Screenshot of the network configuration settings in VirtFusion.

Diagnostic Output:

Attached log files from the diagnostic tools (ex log file name: diagnostic_log_20240704.txt).

Helpful Hint

If our support team requests additional information, please provide it as soon as possible to ensure a swift resolution.

By thoroughly explaining the issue and providing concrete examples, you help us help you more effectively. Detailed reports lead to quicker, more accurate solutions, ensuring your VirtFusion experience is as smooth as possible.