CKB:How to obtain the support data

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

→ 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.

Cryptshare for Outlook

Please start Outlook at the affected workstation

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. Open the Web Interface of your Cryptshare Server
   (Alternatively, you can use: https://cryptshare.pointsharp.com)
3. Send a transfer to support@pointsharp.com containing the following:
   • All files from the directory: %appdata%\Pointsharp\Cryptshare for Outlook (from the affected system)
   • All files from the directory: %userprofile%\documents\Add-in Express, if it exists
4. In the message box, 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

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