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     <li>Is the behaviour reproducible?</li>
     <li>Is the behaviour reproducible?</li>
   </ol>
   </ol>
  <p></p>


   <p>Make sure that the email subject contains the <strong>Ticket-ID</strong> (e.g., #XXXX).</p>
   <p>Make sure that the email subject contains the <strong>Ticket-ID</strong> (e.g., #XXXX).</p>
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   https://cryptshare.pointsharp.com</p>
   https://cryptshare.pointsharp.com</p>


  <hr>
<p></p><p><strong>How to send the Support Data manually:</strong></p>
 
  <strong>How to send the Support Data manually:</strong>


   <p>In certain situations, sending the Support Data via the Add-in is not possible.<br>
   <p>In certain situations, sending the Support Data via the Add-in is not possible.<br>  If that is the case, please perform the following steps:</p>
   If that is the case, please perform the following steps:</p>


   <ol>
   <ol>
     <li>Close Outlook</li>
     <li>Close Outlook</li>
     <li>Open the Web Interface of your Cryptshare Server<br>
     <li>Obtain the following files from the affected system and attach them to your support ticket:
        (Alternatively, you can use: https://cryptshare.pointsharp.com)
    </li>
    <li>Send a transfer to support@pointsharp.com containing the following:
       <ul>
       <ul>
         <li>All files from the directory: <code>%appdata%\Pointsharp\Cryptshare for Outlook</code> (from the affected system)</li>
         <li>All files from the directory: <code>%appdata%\Pointsharp\Cryptshare for Outlook</code> </li> </ul>
        <li>All files from the directory: <code>%userprofile%\documents\Add-in Express</code>, if it exists</li>
      </ul>
     </li>
     </li>
     <li>In the message box, type the answers to the following questions:
     <li>In the description of your ticket, type the answers to the following questions:
       <ol>
       <ol>
         <li>At which time did the user last encounter the described behaviour?</li>
         <li>At which time did the user last encounter the described behaviour?</li>
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== Cryptshare for Notes ==
== Cryptshare for Notes ==
test
1. Open the Cryptshare application
 
[[File:25821240.png]][[File:25821241.png]]
 
2. Attempt a Cryptshare transfer which causes the error. This will start producing debug level entries in the cryptshare log database.
 
3. After the error has occurred click on the “Log-Anwendung öffnen” on the left-hand menu
 
[[File:25821243.png]]
 
4. After the log database opens, select Agent-Aktivität/Nach Datum on the left menu:
 
[[File:25821245.png]]
 
5. Expand the categories until the '''AGENT: C_Start_Cryptshare''' is showing and then select the items leading up to and including the error: 
 
[[File:25821248.png]]
 
6. Once these Log Entries are selected click on File -> Export:
 
[[File:25821249.png]]
 
7. Choose Comma Separated Values from the dropdown list (1) in the dialog and enter a filename for your log export and click Export (2) to begin the export
 
[[File:25821252.png]]
 
8. In the Cryptshare database click on the left-hand menu option “System Info” for obtaining system information
 
[[File:25821253.png]]

Aktuelle Version vom 16. Mai 2025, 11:25 Uhr

Cryptshare Server

Please open the administration interface: https://cryptshareserver.yourdomain.com:8080

• Main-navigation: System-Status
• Side-Navigation: Support

Please complete the following information in the note area (if possible):

  • Name and phone number of your responsible contact person
  • Ticket ID: (Ticket no.: [TicketNo])
  • A description of the (operating) steps, which provoked the described misconduct
  • The time when the event occurred last

• Click the button: SEND SYSTEM INFORMATION TO THE VENDOR

SubmitServerSupportData.png

→ An encrypted summary of all relevant data is sent to Cryptshare Support.

Alternatively, you can download the Cryptshare Server support data manually and attach it to your ticket.

2025-05-16 12 54 32-Cryptshare Administration.png

Cryptshare for Outlook

Please start Outlook at the affected workstation

SubmitOutlookSupportData.png

Click Contact support

A new email containing the Support Data will be displayed or placed in the draft folder.
Please include the answers to the following questions in the email:

  1. At which time did the user last encounter the described behaviour?
  2. Is the behaviour limited to a single Outlook client or are multiple clients affected?
  3. Is an Office 365 Exchange Online email Server in use?
  4. Do you have a terminal server environment?
  5. Which steps cause the described behaviour?
  6. Is the behaviour reproducible?

Make sure that the email subject contains the Ticket-ID (e.g., #XXXX).

For data security reasons, we strongly recommend sending this email as a Cryptshare Transfer to support@pointsharp.com.

If your Cryptshare Server is not working, please send us the data via our Cryptshare Server: https://cryptshare.pointsharp.com

How to send the Support Data manually:

In certain situations, sending the Support Data via the Add-in is not possible.
If that is the case, please perform the following steps:

  1. Close Outlook
  2. Obtain the following files from the affected system and attach them to your support ticket:
    • All files from the directory: %appdata%\Pointsharp\Cryptshare for Outlook
  3. In the description of your ticket, type the answers to the following questions:
    1. At which time did the user last encounter the described behaviour?
    2. Is the behaviour limited to a single Outlook client or are multiple clients affected?
    3. Is an Office 365 Exchange Online email Server in use?
    4. Do you have a terminal server environment?
    5. What causes the described behaviour?
    6. Is the behaviour reproducible?
    7. What are the version numbers of the affected MS Office and MS Windows?

Cryptshare for Notes

1. Open the Cryptshare application

25821240.png25821241.png

2. Attempt a Cryptshare transfer which causes the error. This will start producing debug level entries in the cryptshare log database.

3. After the error has occurred click on the “Log-Anwendung öffnen” on the left-hand menu

25821243.png

4. After the log database opens, select Agent-Aktivität/Nach Datum on the left menu:

25821245.png

5. Expand the categories until the AGENT: C_Start_Cryptshare is showing and then select the items leading up to and including the error:

25821248.png

6. Once these Log Entries are selected click on File -> Export:

25821249.png

7. Choose Comma Separated Values from the dropdown list (1) in the dialog and enter a filename for your log export and click Export (2) to begin the export

25821252.png

8. In the Cryptshare database click on the left-hand menu option “System Info” for obtaining system information

25821253.png

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