Other: What must I send to PolicyPak support in order to get the FASTEST support?

Here is what we need for you to do in order to troubleshoot most issues:

Attach all of the items specified below to your support case. Support case emails have SRX01234 or similar in the subject line.

NOTE: It’s very important to include this SRX case number with any attachments you send by pre-pending the file names with the case number as shown in the examples below.

  1. Your Problem Statement with Screenshots. GOOD descriptions would include:
    • The PAK name and compiled with value.
    • The CSE version you are using.
    • A “story” of the problem, where the GPO is (user or computer side) and what it’s doing and where it’s linked.

     

  2. Specific screenshots of:
    • What you did in PolicyPak and
    • The RESULT on the endpoint.
  3.  

  4. Your PPLOGS from an affected machine. (WARNING: We cannot help you without this.)On an affected endpoint, you’re going to run PPLogs TWICE.
    • Use an ADMIN command prompt and run PPLOGS.  Rename to SRX01234-ppLogs-as-Admin.zip. Attach to your support case.
    • Use a NORMAL command prompt and run PPLOGS. Rename to SRX01234-ppLogs-as-USER.zip. Attach to your support case.

    what-must-i-send-to-policypak-support-in-order-to-get-the-fastest-support-0

  5.  

  6. NOTE: If your email system strips ZIP files, rename it to .ZIPP or .TXT or whatever you want.
  7.  

  8. Run GPRESULT:
    1. Use an ADMIN command prompt and run GPRESULT /h SRX01234-gpresult-as-ADMIN.html
    2. Use a NORMAL command prompt and run GPRESULT /h SRX01234-gpresult-as-USER.html
  9.  

  10. Your Export of any relevant settings. For PolicyPak Application Manager (most common) this is what you want to do.
    Note : There are TWO ways to export settings. This is the type of export we REQUIRE.
    what-must-i-send-to-policypak-support-in-order-to-get-the-fastest-support-1

    Rename your XML file(s) to not only include the SRX number but to also contain hints as to their content. For example:

    SRX01234-PPAM-Export.XML (say, for PP App Manager) or
    SRX01234-PPBR.Export.XML (say, for PP Browser Router) or
    SRX01234-PPLPM.Export.XML (say, for PPLPM / Least Priv Manager.)

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