Key Task: Troubleshoot User or Device

Support engineers who receive a call from a user about a problematic device or application can troubleshoot it remotely by easily viewing the most important support information from the past day or so, enabling fast, effective and powerful remote troubleshooting. Also, they can troubleshoot it directly from their external system without opening the Aternity and browsing to the Troubleshoot Device dashboard, but by embedding a direct link from the external system to the required dashboard.

Troubleshoot a device by viewing key support information

There are several ways to do this:

To... Do this...

To troubleshoot a device when you know its hostname

Enter the hostname and use the Troubleshoot Device dashboard.

To troubleshoot the device of a user, where you only know the user's name, not the hostname of the device

Enter the user's name, select the appropriate device, and use the Troubleshoot Device dashboard.

If you are not sure on the device to choose, use the Monitor User Experiencedashboard to determine the device which has performance problems, then drill down from there to Troubleshoot Device.

To view a log of recent actions (activities) performed on this device, or performed on all devices by a specific user

Use the Monitor User Experience dashboard.

To troubleshoot a device from external system using an embedded link

You can easily embed a web link from your system to Aternity and get directly to the Troubleshoot Device Dashboard of a specific device. Create a reference link to Aternity and get theTroubleshoot Device dashboard of a specific device just by one click.

Use the external URL of the form {system base url}/api/ui-link/account/{account id}/device/name/{device name}/troubleshoot. For example, https://my-demo.aternity.com/api/ui-link/account/3/device/name/adam_covert_wks/troubleshoot

Enter the below parameters to create your direct link.

  • System Base URL:

    Add your Aternity URL.

  • Account ID:

    Enter the account ID for your Aternity. You can find this in the URL when you access Aternity, where the last few characters are ?BACCT=21, where the value (in this example 21) is your account ID.

  • Device Name/User Name:

    Enter the device or the user name to whom you want to connect.

Note

The access to Aternity is secured. Authentication is required.

To troubleshoot a user experience from external system using an embedded link

You can easily embed a web link from your system to Aternity and get directly to the User Experience dashboard of a specific user. Create a reference link to Aternity and get theUser Experience dashboard of a specific user just by one click.

Use the external URL of the form {system based url}/api/ui-link/account/{account id}/user/{user name}/experience. To create your direct link, enter to the given form the parameters explained in the below table.

For example, https://my-demo.aternity.com/api/ui-link/account/3/user/adam_covert/experience

Enter the below parameters to create your direct link.

  • System Base URL:

    Add your Aternity URL.

  • Account ID:

    Enter the account ID for your Aternity. You can find this in the URL when you access Aternity, where the last few characters are ?BACCT=21, where the value (in this example 21) is your account ID.

  • Device Name/User Name:

    Enter the device or the user name to whom you want to connect.

Note

The access to Aternity is secured. Authentication is required.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > User or Device.
    Accessing Troubleshoot User or Device
  3. Step 3 Select the user's device to display in the dashboard.
    Select a user's device which needs troubleshooting
    Field Description
    Enter a username or device name

    Start typing the name of the user or the hostname of a device, and select a choice from the auto-complete menu.

    Select a device

    If you chose a username, select from a list of devices associated with that username.

    show me

    Select if you are not sure on the device to troubleshoot. It redirects you to the Monitor User Experience dashboard so you can view the performance of all the devices of that user, and then drill down from there back to Troubleshoot Device.