HCP Anywhere Enterprise Support Questions

Objective

Expedite the troubleshooting process for the most common issues by reviewing and answering the following questions for Anywhere Enterprise (CTERA).

Environment

• HCP Anywhere Enterprise (CTERA)

General Troubleshooting Questions

1. What is the Portal version and Edge Filer version?

   • e.g. Portal: 7.5.x

   • e.g. Edge Filer: 7.6.x

2. What is seen?

   • e.g. Users are unable to open stub files while accessing files through Samba.

3. What is expected?

   • e.g. Users should be able to open and download stub files.

4. Steps to recreate/ see the issue in Customer System.

   • e.g.  Try to download any stub files and it will error out, access the folder through files tab in Edge Filer Admin UI.

5. Business impact

   • e.g. Impacting Finance and Payroll team on their operation.

6. Troubleshooting steps taken

   • e.g. Jumped on remote session and capture screenshot for the issue.

   • e.g. Logged into edge filer and click Cloud Drive, showing "All Synced".

   • e.g. Clicked Cloud Services/Status and did a reconnect.

Data Collection

• HCP Anywhere Enterprise Data Collection  procedure
• Upload data to: https://tufupload.hds.com/uploadthru/upload