At Datto, we love solving problems!
Before we can assist with technical queries, we require a detailed issue description and the relevant IDs.
Why are IDs required?
IDs are the only information we know with certainty are unique. They allow us to immediately locate the relevant information, access a wealth of further information on the back end and, most fundamentally, ensure that we're providing an accurate response based on the variables specific to your account.
Which IDs are required?
Reseller IDA unique number that identifies a Workplace Partner. - Always required
UserA user is anyone with access to Workplace. ID - If the issue is experienced within Workplace OnlineWorkplace Online is the web portal that users within a team can use to access their data and administer their team..
DeviceA device is computing device that has access to Autotask Workplace, including both mobile devices and computers. ID - If the issue is in reference to a particular device.
File ID - If the issue is in reference to a particular project, folder or file.
TeamA team is an entity, usually a company, which subscribes to the Workplace service. A team is made up of members and connections. ID - If an issue affects one specific team.
The How to... section of this topic details how to find your IDs.
In addition to the relevant IDs and issue description, the table below describes additional information that you can provide which will help expedite the process of finding a resolution to the reported problem.
|A concise, detailed description of the issue||Remember, we only know what you tell us! The more descriptive information you provide, the quicker we can understand the issue and find a resolution.|
|Steps to reproduce||If the issue is reproducible, provide step-by-step instruction of how to reproduce the issue/error.|
|Troubleshooting performed||To avoid us asking you to perform steps you've already tried, let us know each step you've tried already and the outcome of each step.|
|Screen shots/screen recording||Seeing the issue can often be very helpful. Where appropriate, provide screen shots or a screen recording.|
|Logs||If the issue is regarding Workplace DesktopAlso known as the Workplace Desktop app, and in the context of this documentation, simply "the app," Workplace Desktop is the software installed on a computer that is responsible for synchronizing data between the local drive and the cloud., attach the log.|
|Date, time & time zone||So we can identify the appropriate log entries. where possible include information regarding the date, time and time zone when the issue occurred.|
For technical assistance, please submit a support ticket with the relevant information, as described above.
For instructions on how to find your User ID and Device ID, refer to Locate Your Device ID and User ID
In Workplace ManagerWorkplace Manager is an online portal that allows resellers of Workplace services to manage their reseller account, as well as their client teams., click Teams. The Team ID is the first column displayed.
In Workplace"Workplace" describes the Autotask Workplace service in its entirety. Manager, click on, click on Users. The User ID is the first column displayed.
The User ID is always shown in the bottom right corner when logged into Workplace Online and can be located via Workplace Desktop - refer to Locate Your Device ID and User ID.
Your Reseller ID is displayed in the bottom right corner when logged into Workplace Manager.
- Login to Workplace Online and navigate to the file or folder.
Right-click on the file synced to your computer and select Open Workplace Here to go directly to the correct location.
- At the end of the URL you will see either "folderid=xxxxxxx" or "fileid=xxxxxxx".
- Copy this information into the ticket you are submitting.
In some cases, it will be necessary for us to obtain the log files related to sync operations from your computer to understand the root cause of the problem.
Complete the instructions in Find Your Workplace Desktop or Workplace Server Log Files, then email the the created .zip file to firstname.lastname@example.org, quoting the support reference number in the subject line.
For further information about Datto Support, refer to Datto Customer Support.
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