Installation guide

Reporting problems to your Wave provider 22-51
Chapter 22: Monitoring and Maintenance
Wave Global Administrator Guide
• ViewPoint does not start.
• ViewPoint closes unexpectedly.
• Data or commands executed in ViewPoint don’t look or behave properly.
Note: For information on how to report a problem with a specific call or voice message, see
page 22-51.
To report a ViewPoint problem by running the Problem Report Wizard
1 On the computer that is experiencing the problem, do one of the following to run the
Problem Report Wizard:
• From the Start menu, choose
Problems > Vertical Wave ViewPoint > Wave Problem
Report Wizard
.
• If you cannot find this shortcut, choose
Start > Run. Enter the following path and then
click
OK. (The path on your system may be different.)
C:\Program Files\Common Files\Vertical\Wave\TVPRwizard.exe
• In ViewPoint, choose Actions > Report A Problem.
Note: Running the Problem Report Wizard from ViewPoint only gathers logs from the
current ViewPoint session. Running the Problem Report Wizard from the Start menu will
pick up the appropriate logs from multiple ViewPoint sessions.
2 Follow the onscreen instructions and answer the questions presented in each Wizard
window.
Reporting problems with specific calls or voice messages
Problems with specific calls or voice messages typically involve both ViewPoint running on a
user’s computer and the Wave Server. To report these problems, you need to do two things:
• Run the Problem Report Wizard on the user’s computer.
• Collect Wave Server logs as described in “Downloading Wave files” on page 23-22.
Release 2.0
September 2010