This SAS KB article contains a high-level guide about how to capture general troubleshooting data for the following solutions running on the SAS Viya platform:
- SAS Visual Investigator
- SAS Anti-Money Laundering
- SAS Law Enforcement Intelligence
Collection of troubleshooting data when you initially open a case expedites time to resolution by enabling SAS Technical Support to provide informed problem analysis.
Collect Data
I. Initial Questions
- What is the current cadence of the solution being used? (To locate this information, log on ► click your user icon in the top right corner ► select About.)
- In what type of environment does the issue occur? (That is, PROD, DEV, TEST, STAGE, and so on.)
- Provide specific details about the current issue being faced and the steps to reproduce.
- Have these steps ever performed successfully on this environment? If yes, have you made any recent changes to the environment?
- Are all users impacted by this issue or just a specific subset of users? If just a specific set of users are impacted, what is different about these users?
- Provide any additional details that can be shared regarding the business impact of this issue.
II. Data Collection
Share the following data collection with SAS Technical Support:
- Enable a HAR capture and reproduce the problem. See SAS KB0036430, "Using the web browser developer tools to investigate issues in SAS® Web Applications" for more information.
- Collect screenshots, user information, and timestamps when the issue is reproduced.
- Ensure that the latest version of get-k8s-info script is running on your environment and execute the script. See SAS KB0038941, "SAS® Viya® for Kubernetes Diagnostic Documentation" for more information.
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