Troubleshooting

If you encounter a problem while using R‑Cloud, use the following approach to troubleshoot it:

1. Check if your problem is described in Known problems and solutions and apply the recommended solution.

2. If you cannot find the problem in the list of the known problems, try to solve it on your own. When doing so, you first need to identify the cause of the problem, collect and analyze all available information about it, and then solve the problem. Answering the following questions may help you to solve your problem:

   1. Did you fulfill all the prerequisites and are you aware of all the limitations that come with R‑Cloud?

   2. Do you receive any errors?

      You can view all events that occurred in your environment in the Events panel. In addition, you can track tasks that are running in your data protection environment and get an insight into the specific task status. For this purpose, use the Tasks panel. For detailed information on events and tasks, see Viewing events and Checking task statuses.

   3. Is your problem related to any third-party hardware or software?

      In this case, contact the respective vendor for support.

3. If the problem still persists, contact HYCU Support. It is recommended that you collect and send the following information to HYCU Support:

   • Description of your data protection environment
   • Description of your problem

   • Results of any testing you have done (if available)

Figure: Major steps of the troubleshooting process