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If an issue cannot be resolved after reviewing the logs, contact Caringo Support at:

https://support.caringo.com/

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1. A description of the issue – be sure to include:
   1. how long the issue has been present
   2. how regularly the issue occurs
   3. any changes made to the environment or configuration
   4. any specific circumstances which trigger the issue
   5. does the issue occur for a particular file and/or server?
2. Caringo FileFly ^TM version
3. Swarm and CloudScaler versions
4. Operating System(s)
5. Plugins in use
6. Source and Destination URIs
7. Applicable Log Files
   1. see §E.1 for log locations
   2. include Admin Portal logs
   3. include source agent logs
   4. include destination/gateway agent logs
   5. remember to include all nodes in each agent cluster
   6. zip the entire log folders wherever possible
8. Generate a system configuration file (support.zip) by clicking the link on the Admin Portal ‘About’ page
9. Any other error messages – include screenshots if necessary

Important: Failure to include all relevant details will delay resolution of your issue.