https://community.qlik.com/t5/Official-Support-Articles/Collect-information-for-Qlik-Cloud-Analytics-support-cases/ta-p/1766922 <P>Before submitting a support case regarding a Cloud issue, please make sure you have collected all the necessary information so Qlik Support can assist you right away!</P> <H3><FONT color="#339966"><STRONG>Basic Information</STRONG></FONT></H3> <UL> <LI><A href="https://community.qlik.com/t5/Support-Knowledge-Base/Find-your-Qlik-Sense-SaaS-License-Subscription-ID-and-quot-About/ta-p/1776024" target="_blank" rel="noopener">Tenant/subscription details</A>&nbsp;(if you cannot log in to your tenant, please provide the tenant URL and the license serial number)&nbsp;</LI> <LI>User ID(s): <A title="How to find a Qlik Cloud user's userID" href="https://community.qlik.com/t5/Official-Support-Articles/How-to-find-a-Qlik-Cloud-user-s-userID/ta-p/1890379" target="_blank" rel="noopener">See&nbsp;"How to find a Qlik Cloud user's userID"</A></LI> <LI>User role (Tenant Admin, Developer, or No Role)</LI> <LI>User access&nbsp;<SPAN>(Analyzer, Professional)</SPAN></LI> <LI><SPAN class="inline-comment-marker" data-ref="eee42da9-a82d-4da2-a257-a1d995ec91cb">Subscription&nbsp;Type (Qlik Sense Business, Qlik Sense Enterprise SaaS, or Qlik Sense Business Trial)</SPAN></LI> </UL> <H3><BR /><FONT color="#339966"><STRONG>Incident information</STRONG></FONT></H3> <UL> <LI>The URL that the issue occurred on(<A href="https://XXX.eu.qlikcloud.com/sense/app/44778bb1-d9fe-49f8-9ba5-6297eb1626cc/sheet/fa3a3fea-3bbf-4d6d-95c5-9b551d66595a/state/analysis" target="_blank" rel="noopener">https://XXX.eu.qlikcloud.com/sense/app/44778bb1-d9fe-49f8-9ba5-6297eb1626cc/sheet/fa3a3fea-3bbf-4d6d-95c5-9b551d66595a/state/analysis</A>)</LI> <LI>App ID associated with the error (<A href="https://XXX-saas.eu.qlikcloud.com/dataloadeditor/app/" target="_blank" rel="noopener">https://XXX-saas.eu.qlikcloud.com/dataloadeditor/app/</A><STRONG>cbf3c491-55f0-460b-a0c4-0e1e73783048</STRONG>)</LI> <LI>Time/Date when the issue occurred(<SPAN>Local time &amp; Time zone)</SPAN></LI> <LI><SPAN>The error message associated with a screenshot or further detail</SPAN></LI> <LI>Console messages on the browser's developer tool. (Export a file by right-clicking <EM>Save as...</EM>)</LI> <LI>Har File:&nbsp;<A href="https://community.qlik.com/t5/Support-Knowledge-Base/Save-network-web-traffic-HAR-XML-file-and-console-logs-from-the/ta-p/1714049" target="_self"><SPAN>Save network web traffic (HAR/XML file) and console logs from the browser's developer tools</SPAN></A>&nbsp;</LI> </UL> <H3><BR /><FONT color="#339966"><STRONG>Reproduction steps (if possible)</STRONG></FONT></H3> <OL> <LI>AAA</LI> <LI>BBB</LI> <LI>CCC</LI> </OL> <P>&nbsp;</P> <H3><STRONG><FONT color="#339966">Additional information (Depending on the type of issue)</FONT></STRONG></H3> <H4><FONT color="#339966"><STRONG>For issues where the information provided by the API calls might be relevant:</STRONG></FONT></H4> <UL> <LI><SPAN>Please append these to your Tenant URL as an authenticated users and paste the response in the support case, if relevant to the issue:</SPAN> <UL> <LI>/api/v1/licenses/overview</LI> <LI>/api/v1/licenses/assignments</LI> <LI>/api/v1/users/me</LI> <LI>/api/v1/spaces</LI> <LI>/api/v1/quotas</LI> <LI>/api/v1/diagnose-claims</LI> </UL> </LI> </UL> <H4><FONT color="#339966"><STRONG>For issues concerning errors or unexpected behaviors within apps, the hub or management console:</STRONG></FONT></H4> <UL> <LI>Is the application part of a shared or managed space? If so, what is the user role in that space?</LI> <LI>Please, provide if possible, a sample app that we can use to reproduce the issue. Remove all non-relevant data and objects, but make sure that the problem is still present.</LI> <LI>Screenshots or a video showing the problem. Follow <A href="https://support.qlik.com/articles/000035392" target="_blank" rel="noopener">this guide</A> for best practices around screenshotting.</LI> </UL> <P>&nbsp;</P> <H4><FONT color="#339966"><STRONG>For issues concerning reloads:</STRONG></FONT></H4> <UL> <LI>the reload logs (In the Hub, click&nbsp;<span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="More" style="width: 24px;"><img src="https://community.qlik.com/t5/image/serverpage/image-id/47485i360D878A78DA7AA6/image-size/large?v=v2&amp;px=999" role="button" title="more.png" alt="more.png" /></span><SPAN>on the app, select Details, and click Reload history)</SPAN></LI> <LI>detailed information about the source (database? file?) and the connector used</LI> <LI>if possible, the script section that fails</LI> <LI>details about the frequency of the failure: constant, occasional, just once...</LI> </UL> <H4><FONT color="#339966"><STRONG>For issues concerning global tenant access issues:</STRONG></FONT></H4> <UL> <LI>Service Account Owner (SAO) of the Subscription tied to your tenant</LI> <LI>Please confirm the recovery link is available and working for the SAO:&nbsp;<A style="font-family: inherit; background-color: #ffffff;" href="https://support.qlik.com/articles/000081991" target="_self">Qlik Sense Business user forgets to copy Recovery Link</A></LI> <LI>IDP - Qlik Account or Third-Party (Auth0, ADFS, Azure AD, or Okta)</LI> </UL> Tue, 18 Jun 2024 06:17:29 GMT Ayaka_Hanazono 2024-06-18T06:17:29Z https://community.qlik.com/t5/Official-Support-Articles/Collect-information-for-Qlik-Cloud-Analytics-support-cases/ta-p/1766922 <P>Before submitting a support case regarding a SaaS issue, please make sure you have collected all the necessary information, so Qlik Support is able to assist you right away!</P> Tue, 18 Jun 2024 06:17:29 GMT https://community.qlik.com/t5/Official-Support-Articles/Collect-information-for-Qlik-Cloud-Analytics-support-cases/ta-p/1766922 Ayaka_Hanazono 2024-06-18T06:17:29Z