When troubleshooting issues with Domotz, sharing your Collector with the support team gives them direct access to the diagnostic information they need to resolve your case faster. Follow the steps below to get started.
1. Open the Site Explorer by clicking the first icon in the top-right corner of the main menu.
2. Select the relevant Collector name.
Navigating the Explorer and Viewing Device Locations
1. In the left-side menu, select "Explorer" to open the Explorer dashboard.
2. In the main panel, find the list of collectors. Look for the collector labeled "001 - Draper Inc." This indicates a specific collector you want to examine.
3. The status of all collectors is shown, with color codes indicating health statuses: green for Healthy, yellow for Issues, and red for Down. The collector "001 - Draper Inc." is currently showing an issue, marked with a yellow dot.
4. The adjacent map on the right shows a pinpoint location of the selected collector, "001 - Draper Inc.," providing a geographical reference for the device management.
3. Navigate to the Collector section in the top-left corner.
4. Under the Support section, click on the Pen Icon in the Support Team section.
Configuring Support Access in Domotz
1. Navigate to the main menu on the left and select "Collector."
2. In the submenu, click on "Support."
3. In the "Support Team" section, find the "Disabled" status next to it.
4. Click the pencil icon next to "Disabled" to enable access for your network collector, allowing support teams to assist more efficiently.
A confirmation prompt will appear asking you to grant full access to your Network Collector. Click Yes, Share it to proceed, then reach out to the support team at support@domotz.com with a description of your issue.
Confirmation dialog for granting access to a network.
1. The dialog asks if you want to grant full access to your Network Collector labeled "Work Network" to the Support Team.
2. It instructs you to confirm your intention by getting in touch with support via email at support@domotz.com, stating the nature of your request.
3. There are two buttons: "Cancel" to abort the process and "Yes, share it" to proceed with granting access.
Once completed, the support team will have access to your Collector and can begin investigating the issue right away. All shared data is kept strictly confidential and used solely for troubleshooting purposes.
To revoke support access at any time, simply return to the same settings and click the pen icon to remove access. Confirmation dialog for revoking access. 1. The dialog asks if you are sure about revoking access.
2. A reassurance message states that access can be shared again anytime.
3. There are two buttons: "Cancel" to abort the action, and "Yes, revoke it" to proceed with revoking access.