FAQ - Helpdesk Guide and Troubleshooting Overview

Approach

HYPR’s Helpdesk Guide contains common troubleshooting scenarios and provides solutions for each of these problems. You can also find guidance throughout the HYPR guide for problems that have similar origins. It also includes helpful information regarding how to operate with HYPR, how to submit feature requests and where to find product documentation.

To troubleshoot HYPR’s product offering you must identify the symptoms of the problem, determine which components are affected and test possible solutions.

The following approach for effective troubleshooting elaborates on how to gather troubleshooting information, such as identifying symptoms and defining the problem space. Troubleshooting with log files is also discussed.

  • Identifying Symptoms: A number of potential causes might lead to the problem you are experiencing. The first step in efficient troubleshooting is to identify exactly what is going wrong.
  • Defining the Problem Space: After you have isolated the symptoms of the problem, you must define the problem space. Identify the software or hardware components that are affected and might be causing the problem and those components that are not involved. Please note this problem space may reside with your infrastructure outside of the control of HYPR.
  • Testing Possible Solutions: When you know what the symptoms of the problem are and which components are involved, test the solutions systematically until the problem is resolved.

Identifying Symptoms

Before you attempt to resolve a problem with the HYPR product, you must identify precisely how it is failing.

The first step in the troubleshooting process is to gather information that defines the specific symptoms of what is happening. HYPR recommends you ask the following questions when gathering this information:

  • What is the task or expected behavior that is not occurring?
  • Can the affected task be divided into subtasks that you can evaluate separately?
  • Is the task ending in an error? Is an error message associated with it?
  • Is the task completed but in an unacceptably long time?
  • Is the failure consistent or sporadic?
  • What has changed recently in your environment/infrastructure that might be related to the failure?

Defining the Problem Space

After you identify the symptoms of the problem, determine which components in your setup are affected, which components might be causing the problem, and which components are not involved.

To define the problem space with the HYPR product, be aware of the components present. In addition to HYPR software, consider third-party software in use and infrastructure/environments you control which HYPR relies on.

Recognizing the characteristics of the software and hardware elements and how they can impact the problem, you can explore general problems that might be causing the symptoms.

  • Misconfiguration of HYPR settings
  • Misconfiguration of infrastructure/environments
  • Incompatibility of components

Break down the issue and consider each piece and the likelihood of its involvement or impact separately. For example, the HYPR product appears to be experiencing a significant service disruption and your user base is unable to login. However you upgraded your Active Directory environment to Windows Server 2019 the previous evening. No issues are reported with the HYPR hosted environment however error codes contained within the logs indicate a potential Active Directory issue. It’s critical to troubleshoot the entire authentication and services HYPR depends on to operate successfully.

Analyze what changed in the configuration recently before the problems started. Look for what is common in the problem. If several problems started at the same time, you can probably trace all the problems to the same cause.

Testing Possible Solutions

After you know the problem's symptoms and which software or hardware components are most likely involved, you can systematically test solutions until you resolve the problem.

With the information that you have gained about the symptoms and affected components, you can design tests for pinpointing and resolving the problem. These tips might make this process more effective.

  • Generate ideas for as many potential solutions as you can.
  • Verify that each solution determines unequivocally whether the problem is fixed. Test each potential solution, but move on promptly if the fix does not resolve the problem.
  • Develop and pursue a hierarchy of potential solutions based on likelihood. Systematically eliminate each potential problem from the most likely to the least likely until the symptoms disappear.
  • When testing potential solutions, change only one thing at a time. If HYPR works after many things are changed at once, you might not be able to discern which of those things made a difference.
  • Find a similar system/device that is working and test it in parallel with the system/device that is not working properly. Make changes on both systems at the same time until few differences or only one difference remains between them.

If you cannot resolve the issue please contact HYPR Support.

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