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.

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 Experience dashboard 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.

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.