Microsoft has added the option to clean up Windows Updates under the Disk Cleanup Utility that is part of the Operating System.  If you right click on the C:\ drive you will see Disk Cleanup under the General tab.  If it is not there, then please follow the directions at  

 https://social.technet.microsoft.com/wiki/contents/articles/15221.windows-server-2012-enabling-disk-cleanup-utility.aspx

As part of the Disk Cleanup routine, it will now scan for out of date Windows Update Installation files that can be removed safely from the computer.  You can automate this process using Task Scheduler or by building custom scripts during your normal update process.

Contributed by: Gregory Linkous

Contributed on: 2/16/17

Description

How do I determine if a driver/loader will work with my Brava version?

• QATest5 BESS 1602 (CDL 5.0)
• QATest2 BESS 722 (CDL 4.2)
• QAMP BEN 711 (CDL 4.1) 

Drivers

• Brava! Enterprise Server 7.2.2 (CDL 4.2) you can use any loader with version 4.2 and below
• Brava! Enterprise Server 16.0.2 (CDL 5.0) you can use any loader with version 5.0 and below
• Brava Enterprise Server 7.1.1 (CDL 4.1) you can use any loader with version 4.1 and below

For example, if a version of the driver/loader file starts with 1.5, or it mentions that is compatible with CDL 1.5, it means that it will work with any of the Brava versions Avolve currently supports as of March 2017, because the CDLs  are higher than 1.5

• All of the versions currently on Egnyte as of March 2017, are lower than the lowest CDL that is supported by Avolve viewers
• Reminder that all loaders for BESS 16.0.2 should be installed to the subfolder Job Processor\IGC.Loaders

 
The information below is to provide general information regarding adding an additional storage location to ProjectDox and does not provide step by step instructions.

ProjectDox is flexible and can store the UserFilesPublish and UserFilesSource shared folders across multiple storage devices. For example, current storage location may be \\Server1\UserFilesSource and \\Server1\UserFilesPublish and that location fills up. The files uploaded to ProjectDox to date would have those paths stored in the database so the application knows where to access them when being worked with by a user logged into ProjectDox.

Since storage location 1 is filled up, additional file shares can be created with the same NTFS permissions and File Share permissions on the new storage device, \\Server2\UserFilesSource2 and \\Server2\UserFilesPublish2.  A copy of the web.config file that is located at the root of the directory of the original storage location \\Server1\UserFilesPublish needs to be place at the root of the new storage location \\Server2\UserFilesPublish2.   Then you would add storage location 2 into the ProjectDox configuration.  In order to use the new storage location 2, we would modify the ProjectDox Admin / Configuration / Core tab and set the path for the new UserFilesSource and UserFilesPublish folders that way any Projects created with files uploaded from that point on would be stored in the new location.

We would then add an additional Virtual Folder / Application in IIS configuration and call it UserFilesPublish2 and point it to storage location 2. The last step would be to update the UserFilesPublish virtual folder name field under the ProjectDox Admin / Configuration / Core tab to the new Application name of UserFilesPublish2.

With all of those changes applied, any new Projects that are created will have their storage location setup for storage location 2 and so as files are uploaded the path in the database will be pointed to the correct location for the files. Since both locations are setup in IIS, when a user clicks on a file to view, either path is obtained from the database and the user can be taken to both successfully.

It is actually beneficial to spread the shared folders among several locations on different physical devices so there is not so much load being placed on a single device. If your ProjectDox site has a large number of users, having the requests be distributed to multiple devices can speed up the performance so you do not have the situation where there is a bottleneck waiting for the return from a single physical device.

For questions regarding additional storage locations or to schedule time to have assistance in performing the steps outlined above, please contact Avolve Support or your Account Manager.
 

Any metadata field found on either the eform or workflow instance may be incorporated into the email templates by using the following tags in your email templates:

EFORM METADATA:

[DefaultEform.*] where * is a metadata key name for the running eform instance. You can find the metadata key name of the fields on the eform by going into a Project with a running workflow in ProjectDox and clicking on the Edit button for the Project and selecting the Workflow tab. Click on the link for the eform and the page will refresh and display all of the metadata fields available on the eform. The metadata key name is the label that is displayed beside each field. For example if you wanted to display the contents of the GroupPreScreenComments1 metadata key, the token value would look like the following in your email template: [DefaultEform.GroupPreScreenComments1]

NOTES: If you use an eform metadata token in your email template, it is important to note at what point the metadata field is populated with data to ensure that the token does not return an empty field in your email template. For example, if you are wanting to display a metadata key value for a Total_Fee_Due and you use the token in an email template that is sent out prior to the Fee Calculation step which retrieves that information from a permitting system, then most likely the token would be returning an empty value in your email template because the data has not been retrieved yet and saved to the metadata fields in the database.

WORKFLOW METADATA:

[Workflow.*] where * is a metadata key name for the running workflow instance. You can find the metadata key name of the fields on the workflow by following the directions above but instead of clicking on the eform instance you would click on the workflow instance link and then obtaining the name of the workflow metadata key name from the workflow instance.

You can get a list of additional tokens you can use in the email templates by clicking on the help button in ProjectDox and then clicking on the Search button and typing Templates, then click GO. The search results should show a section of the Help named "Customizing Email Templates". Clicking on the link will display additional information about the available email tokens within ProjectDox.
 
 

How to Allow Large File Upload in IIS

By default, IIS web server allows for limited file size to be uploaded to the web server. For IIS 6 and IIS 7, the default maximum file upload size is 4 MB and 28.6 MB respectively. IIS 7 returns a 404 error (HTTP Error 404.13 - CONTENT_LENGTH_TOO_LARGE) if someone uploads something larger than 30MB. In order to allow for larger file size uploads, a few server changes are required.

You have 3 available options to increase the file upload limit:

1. Modify the maxAllowedContentLength setting in the web.config (**Recommended Method)**

You can increase the maximum file size by modify the maxAllowedContentLength setting in the web.config file:

<system.webServer>   <security>     <requestFiltering>       <requestLimits maxAllowedContentLength="2147483648" />     </requestFiltering>   </security> </system.webServer>

With the above maxAllowedContentLength, users can upload files that are 2 GB in size. This setting will work right away without restart IIS services.

2. Edit the request filtering feature settings and the request limits using IIS manager

1. Open IIS Manager.
2. Select the website that you want to configure.
3. Make sure you are in Features View per the button at the bottom of the manager.
4. Select Requests Filtering and open it by double-clicking the icon. The Request Filtering pane displays.
5. From the Actions pane on the right hand side of the screen click Edit Feature Settings... link. The Edit Request Filtering Settings window displays.
6. In the Request Limits section, enter the appropriate Maximum allowed content length (Bytes) and then click the OK button.
7. Restart IIS.

3. Manually edit the ApplicationHost.config file

1. Click Start. In the Start Search box, type Notepad. Right-click Notepad, and then click Run as administrator.
2. On the File menu, click Open. In the File name box, type %windir%\system32\inetsrv\config\applicationhost.config, and then click Open.
3. In the ApplicationHost.config file, locate the <requestLimits> node.
4. Remove the maxAllowedContentLength property. Or, add a value that matches the size of the Content-Length header that the client sends as part of the request. By default, the value of the maxAllowedContentLength property is 30000000. 
   For example, modify the following configuration data inside the <requestFiltering> section. <requestLimits maxAllowedContentLength ="<length>" />
5. Save the ApplicationHost.config file.

Debug Large File Upload

If you have successfully modified the requestLimits attribute, maxAllowedContentLength, but still cannot upload large files (over 30mb), please check the IIS Large File Upload Debugging Guidelines.

How to capture traffic with Fiddler and send the log to Support?
 

Occasionally Avolve Support may ask for a Fiddler log.

 In this case we are interested in the HTTP traffic this is (or perhaps is not occurring). Fiddler is a diagnostic tool that monitors HTTP traffic and is a simpler alternative to WireShark.

 Fiddler can be downloaded from the official website here:

 http://fiddler2.com/

 Depending on the .NET framework you have installed (2.0 or 4.0) you should get the highest version you have available. If you are uncertain get the .NET 2.0 version of Fiddler.

 Once Fiddler has been downloaded and installed you can run it. Please note that ideally no other programs will be running during this time such as other web browsers, email, or applications that use the web because this will create extra "noise" in the log. Upon starting Fiddler is automatically starts logging HTTP traffic.

 However, if the traffic we wish to monitor is encrypted using HTTPS there are a few extra steps that must be taken BEFORE we can properly capture this traffic.

 Before capturing any traffic go to the Tools menu then click on the "HTTPS" tab.

 Make sure that "Capture HTTPS CONNECTs" is checked and also that "Decrypt HTTPS traffic" is checked.

 If you have a highly secure environment and do not wish for Avolve to see HTTPS traffic from all processes change the drop down menu to "...from browsers only" and only have relevant Brava-related pages up.

 Replicate the problem that you are experiencing (or follow any specific instructions given). After you have replicated the problem you can then go to the File Menu and Un-check "Capture Traffic" or press F12 - this will keep Fiddler from adding any irrelevant information to the log.

 Goto File > Save > All Sessions to save the log. It will create a .SAZ file wherever you save it.

 Send the file to support as an attachment in email for review.

 Contact support if you have any questions during this process.

How to capture traffic with Wireshark on a specific port?

Occasionally Avolve Support may ask for a Wireshark log.

 In this case we are interested in the traffic that occurs on a specific port. Wireshark is a diagnostic tool that monitors network traffic using a driver that must be installed on the machine that will be running the tool.

 Wireshark can be downloaded from the official website here:

 http://www.wireshark.org/download.html

 Once Wireshark has been downloaded and installed you can run it. Please note that ideally no other programs will be running during this time such as other web browsers, email, or applications that use the web because this could possibly create extra "noise" in the log.

 Upon starting Wireshark (as of version 1.10.5) you will see a start window. In the "Capture" section you will want to choose the primary device that is used for the network connection, often this is the "Local Area Connection".

 After choosing the device that will be monitored please click on "Capture Options". A window will pop up from here, near the middle of the window, you can enter a filter. Here is where you will enter the port that the support team or engineering team are interested in you monitoring. For example on the Brava Server, port 8080 is used for internal communication. Here if we wanted to monitor port 8080 we would be running Wireshark on the Brava Server and we would enter this Capture Filter: "tcp port 8080" (without quotes). After this has been entered into the Capture Filter field you can click the Start button.

 Replicate the problem that you are experiencing (or follow any specific instructions given). After you have replicated the problem you can then press the red stop button (square) in the Wirehsark toolbar - this will keep Wireshark from adding any irrelevant information to the log.

 Goto File > Save to save the log. Send the log to the support team for review.

 We recommend .zipping the file up so that it does not get blocked from an email filter.

 Contact support if you have any questions during this process.

 It may be necessary to clear the Silverlight cache when using GIStream or uploading in ProjectDox, depending on which version is being used. 

Solution

1. Open the Microsoft Silverlight shortcut in your start menu.
   • Depending on what version and how you manage your Start Menu, this could be in various places.
   • You could also just click Run or browse to “C:\Program Files\Microsoft Silverlight\{VERSION}\Silverlight.Configuration.exe” where {VERSION} equals the version you have installed.  For me, as of writing this article, it was 5.1.20125.0. 
2.  You will see the Microsoft Silverlight Configuration application come up.
3. Click the Application Storage tab.
4. Click on a website you want to clear from the cache and click the Delete button, or click the Delete All button to clear all of the website data from the cache. 

Resources

For screenshots to clarify the steps further, see the attached file. 

Revised 02-26-2015

In order to copy a stamp template from your test site to your production site, follow the steps outlined below: 

1)     Navigate to Admin->Stamp Templates on the site where the desired stamp template exists.

2)     Select the stamp template from the available dropdown, then click the Show/Hide XML link.

3)     Highlight the entire text found in this field and copy it.

4)     On the new site, navigate to Admin->Stamp Templates and click the Add New button.

5)     Name the stamp template in the appropriate field, then paste the XML in the Stamp File Contents box.

6)     When finished, click Save Template. 

Description

Windows Server 2012 R2 captures Microsoft’s experience of delivering global-scale cloud services to provide an enterprise-class server and cloud platform. It lets you optimize performance for your most important workloads and helps to protect against service outages with robust recovery options. It reduces complexity and cost with comprehensive automation plus storage and networking virtualization solutions based on industry-standard hardware. It lets you build, run, and scale applications that can move between your datacenter and the cloud, and allows you to provide your users with flexible remote access from virtually anywhere and any device while helping to protect corporate information.

Solution

See attached Windows Server 2012 R2 Licensing Datasheet for common questions regarding licensing and differences between the editions.

Revised 02-26-2015

ProjectDox Versions: 8.1-8.3

Solution

1. First, you have to install Silverlight for Mac.

2. Then open Safari and select Preferences.

3. Then Security -> Web Content

4. Then select Allow for the unsecure mode for Silverlight.

Then following the directions on the following post, users will have to do the steps below as well. 

http://social.msdn.microsoft.com/Forums/silverlight/en-US/e763205a-d978-4f65-b595-3cc325494eab/problems-with-safari-and-silverlight-plugin-on-mac-os-x-maveric?forum=silverlightgen

The post explains to do the following:

1. Open Safari

2. Select Settings

3. Select Security

4. Select Internet-Plugins: Allow Plugins

5. Organize Website Settings and then select Silverlight on the left side, on the right side select hostname, then pulldown "Execute in unsecure mode".

Customers may wish to disable the TLS 1.0 protocol since we are nearing it's recommended expiration date of June 30th, 2018 according to the PCI Council.

The attached PDF contains the content from a Knowledgebase Article released from Microsoft on how to enable TLS 1.1 and TLS 1.2 as the default secure protocols in WinHTTP on Windows machines.

To find .NET Framework versions by viewing the registry (.NET Framework 4.5 and later)

1. On the Start menu, choose Run.

2. In the Open box, enter regedit.exe.

You must have administrative credentials to run regedit.exe.

1. In the Registry Editor, open the following subkey:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\NET Framework Setup\NDP\v4\Full

Note that the path to the Full subkey includes the subkey Net Framework rather than .NET Framework.

Check for a DWORD value named Release. The existence of the Release DWORD indicates that the .NET Framework 4.5 or newer has been installed on that computer.

The value of the Release DWORD indicates which version of the .NET Framework is installed.

Description

Installing Telnet Client on Windows 7, Windows 8, Windows Server 2008, and Windows Server 2012

NOTE: When saving at any time after the first save, each of the originally included files must be populated with at least one markup. Saving with any of the drawings empty of markups disables future saves.

Follow the link below to watch the video:

https://vimeo.com/user40080048/review/145565017/11d4d098c4 

How to view Brava Version Installed for ProjectDox?

At any time, if you would like to determine the version of Brava! installed on a server without
launching the viewer, this can be done by querying the following URL:

     http://<server>:8080/BravaServer/Version for non-SSL

or

     https://<server>:8443/BravaServer/Version for SSL

Where <server> is the root URL of your ProjectDox site.

ProjectDox Utility Service Troubleshooting Tips

The ProjectDox Utility Service is responsible for running ProjectDox processes in the background such as scheduled tasks, group maintenance functions, clean-up files from temporary folders, clean-up workflow instances, republishing files, applying global permissions to new users, synching LDAP users to ProjectDox database, archiving data from ProjectDox logs and tables and deleting old data from the application and database tables.

The ProjectDox Utility Service accomplishes these tasks by making web service calls to ProjectDox.  All of the functions listed are performed each time the Utility Service runs.  The frequency that the Utility Service runs is set to every 5 minutes by default but can be modified within the config file for the service to occur at whatever frequency the user desires.

If the service is having trouble running, you can troubleshoot by disabling the functions one by one to determine the specific call that is failing if there is no discernable information being logged in the debug.txt file located in the installation folder of the Utility Service.

The ProjectDox Utility service allows for disabling each feature that the Utility manages. By default the values are set to “false”. Set each one to true, one at a time, to determine if the Utility service is causing performance issues, or you can eliminate the Utility as the cause.

1. Set DisableProcessTaskScheduler=true
2. Restart service
3. Does ProjectDox continue to experience performance issues.
1. If no, then you have determined which feature is producing the problem and it can remain stopped. Collect logs, review the Event Viewer and enter a ticket for development along with the ProjectDox Utility config file.  
2. If yes, go to step 4.
4. Repeat steps 1-3 for each setting.

        <addkey="DisableProcessTaskScheduler"value="false"/>

        <addkey="DisableProcessGroupMaint"value="false"/>

        <addkey="DisableProcessCleanupTemp"value="false"/>

        <addkey="DisableProcessCleanupWorkflow"value="false"/>

        <addkey="DisableProcessRepublish"value="false"/>

        <addkey="DisableProcessApplyGlobalPerms"value="false"/>

        <addkey="DisableProcessSyncLDAP"value="false"/>

        <addkey="DisableProcessArchiveOldData"value="false"/>

        <addkey="DisableProcessDeleteOldData"value="false"/>

Robocopy (Robust File Copy) is a command-line file copying tool included in Windows operating system beginning from Windows Vista, and available in every new versions of Windows since, including Windows 7, Windows 8, Windows 8.1, Windows 10 and their server variants. Although Robocopy is available for free with the download Windows Resource Kit since Windows NT 4.0, it has never been an official feature of the operating system until the arrival of Windows Vista.

Unlike other built-in file copying commands such as Copy and XCopy, Robocopy is designed for reliable copy or mirroring of entire folders of any size, and in the copying process, ensure that all NTFS ACLS, attributes, owner information, alternate data streams, auditing information, timestamps and properties are copied except security information unless explicitly requested with /COPYALL switch. And best of all, Robocopy works over network connections that are subject to disruption or outages with resume copying feature, and has progress indicator on the command line that is useful when copying large files.

Robocopy Syntax

ROBOCOPY source destination [file [file]…] [options]

where source is Source Directory (drive:\path or \\server\share\path), destination is Destination Directory (drive:\path or \\server\share\path) and file is File(s) to copy where names or wildcards can be specified and default is “*.*” (all files).

Robocopy Options and Switches

Copy options :

/S :: copy Subdirectories, but not empty ones.
/E :: copy subdirectories, including Empty ones.
/LEV:n :: only copy the top n LEVels of the source directory tree.

/Z :: copy files in restartable mode.
/B :: copy files in Backup mode.
/ZB :: use restartable mode; if access denied use Backup mode.
/EFSRAW :: copy all encrypted files in EFS RAW mode.

/COPY:copyflag[s] :: what to COPY for files (default is /COPY:DAT).
(copyflags : D=Data, A=Attributes, T=Timestamps).
(S=Security=NTFS ACLs, O=Owner info, U=aUditing info).

/DCOPY:T :: COPY Directory Timestamps.

/SEC :: copy files with SECurity (equivalent to /COPY:DATS).
/COPYALL :: COPY ALL file info (equivalent to /COPY:DATSOU).
/NOCOPY :: COPY NO file info (useful with /PURGE).

/SECFIX :: FIX file SECurity on all files, even skipped files.
/TIMFIX :: FIX file TIMes on all files, even skipped files.

/PURGE :: delete dest files/dirs that no longer exist in source.
/MIR :: MIRror a directory tree (equivalent to /E plus /PURGE).

/MOV :: MOVe files (delete from source after copying).
/MOVE :: MOVE files AND dirs (delete from source after copying).

/A+:[RASHCNET] :: add the given Attributes to copied files.
/A-:[RASHCNET] :: remove the given Attributes from copied files.

/CREATE :: CREATE directory tree and zero-length files only.
/FAT :: create destination files using 8.3 FAT file names only.
/256 :: turn off very long path (> 256 characters) support.

/MON:n :: MONitor source; run again when more than n changes seen.
/MOT:m :: MOnitor source; run again in m minutes Time, if changed.

/RH:hhmm-hhmm :: Run Hours – times when new copies may be started.
/PF :: check run hours on a Per File (not per pass) basis.

/IPG:n :: Inter-Packet Gap (ms), to free bandwidth on slow lines.

File Selection Options :

/A :: copy only files with the Archive attribute set.
/M :: copy only files with the Archive attribute and reset it.
/IA:[RASHCNETO] :: Include only files with any of the given Attributes set.
/XA:[RASHCNETO] :: eXclude files with any of the given Attributes set.

/XF file [file]… :: eXclude Files matching given names/paths/wildcards.
/XD dirs [dirs]… :: eXclude Directories matching given names/paths.

/XC :: eXclude Changed files.
/XN :: eXclude Newer files.
/XO :: eXclude Older files.
/XX :: eXclude eXtra files and directories.
/XL :: eXclude Lonely files and directories.
/IS :: Include Same files.
/IT :: Include Tweaked files.

/MAX:n :: MAXimum file size – exclude files bigger than n bytes.
/MIN:n :: MINimum file size – exclude files smaller than n bytes.

/MAXAGE:n :: MAXimum file AGE – exclude files older than n days/date.
/MINAGE:n :: MINimum file AGE – exclude files newer than n days/date.
/MAXLAD:n :: MAXimum Last Access Date – exclude files unused since n.
/MINLAD:n :: MINimum Last Access Date – exclude files used since n.
(If n < 1900 then n = n days, else n = YYYYMMDD date). /XJ :: eXclude Junction points. (normally included by default). /FFT :: assume FAT File Times (2-second granularity). /DST :: compensate for one-hour DST time differences. /XJD :: eXclude Junction points for Directories. /XJF :: eXclude Junction points for Files. Retry Options :

/R:n :: number of Retries on failed copies: default 1 million.
/W:n :: Wait time between retries: default is 30 seconds.

/REG :: Save /R:n and /W:n in the Registry as default settings.

/TBD :: wait for sharenames To Be Defined (retry error 67).

Logging Options :

/L :: List only – don’t copy, timestamp or delete any files.
/X :: report all eXtra files, not just those selected.
/V :: produce Verbose output, showing skipped files.
/TS :: include source file Time Stamps in the output.
/FP :: include Full Pathname of files in the output.
/BYTES :: Print sizes as bytes.

/NS :: No Size – don’t log file sizes.
/NC :: No Class – don’t log file classes.
/NFL :: No File List – don’t log file names.
/NDL :: No Directory List – don’t log directory names.

/NP :: No Progress – don’t display % copied.
/ETA :: show Estimated Time of Arrival of copied files.

/LOG:file :: output status to LOG file (overwrite existing log).
/LOG+:file :: output status to LOG file (append to existing log).

/UNILOG:file :: output status to LOG file as UNICODE (overwrite existing log).
/UNILOG+:file :: output status to LOG file as UNICODE (append to existing log).

/TEE :: output to console window, as well as the log file.

/NJH :: No Job Header.
/NJS :: No Job Summary.

/UNICODE :: output status as UNICODE.

Job Options :

/JOB:jobname :: take parameters from the named JOB file.
/SAVE:jobname :: SAVE parameters to the named job file
/QUIT :: QUIT after processing command line (to view parameters).

/NOSD :: NO Source Directory is specified.
/NODD :: NO Destination Directory is specified.
/IF :: Include the following Files.

Robocopy Examples

To use Robocopy is simple, just like how you would use Copy and Xcopy commands. For example, to copy entire folders, sub-folders and files for UserFilesPublish and UserFilesSource to new locations with shorter share names of UFP and UFS, simply type:

robocopy \\SourceServer1\UserFilesPublish \\DestinationServer1\UFP *.* /MT:10 /L /E /COPY:DAT

robocopy \\SourceServer2\UserFilesSource \\DestinationServer2\UFS *.* /MT:10 /L /E /COPY:DAT

Support Portal Overview for Customers

General Notes:

• Users can access the portal at https://support.avolvesoftware.com
• Support Portal can be configured to allow all of the organizations' tickets to be seen by all user accounts or siloed so each user can only see their own tickets
• Users designated as “Manager” and have permission to update the “account properties” for jurisdiction under the “My Organization” tab

Getting Set Up:

• Users should receive email notification with temp Password to log into the site
• Once you login, you can enter / update your profile information
• The Preferences tab > set your timezone, enable DST, etc
• Change Password > self explanatory

 NOTE:  New user accounts for the Support Portal have to be requested via a Support Ticket entered by someone who already has access to the Support Portal for purposes of security.

General Use:

• You can find information in the following ways:
  • Search using the search bar under the main menu which will return results from the Knowledge Base articles as well as Tickets and News articles that match the criteria
  • Navigate the Knowledge Base articles (Main categories are accessible on the left-hand side)
• Click on “My Tickets” to view and navigate existing tickets

NOTE:  To see Tickets that have been closed previously, click on the "View Resolved Tickets" button on the upper right of the page

To Submit a Ticket:

• Click on “Submit Ticket"
• Select “Support”, then complete all the info as completely as possible
  • When choosing a type for your ticket, there is a Training Request type.
    • If you pick this type, it will put it in their training queue
    • This type is useful if you have new users who may need training.
  • As you type in the "Subject" box, the "Knowledge Base" suggestions will update with articles that match what you are typing at the bottom of the page for review
  • Detail the exact steps that were taken to create the issue > support will need to try to recreate, so these details will be key.
  • When describing the problem, ensure to give the folder name, file name, etc.
  • Please be as descriptive as possible. If you can add screenshots, please do so. You can go to the bottom of the screen and click “Add file” to upload screenshots.
  • Attaching a file/screenshot:
    • 20 MB is the file limit
    • No restrictions on file types uploaded
• Once complete, click “Submit”
  • You will get a confirmation screen with your ticket number, as well as an email with the ticket details

Ticket Priorities:

• Priorities determine response time > the more severe the priority, the faster the support response.
  • System Down > no one can login or do anything > quickest response time
  • High > many users affected, but others can get in
  • Medium > some users affected, etc
  • Low > low impact item
• SLA defines these items. SLA came with the initial order and is also available on our website

Responding to Tickets:

As the Avolve team responds to your ticket according to the priority in the Support Queue, customers can respond in two ways:

1. Login to the portal and update the ticket directly, or
2. "Reply All" to the email sent to you, which will capture your email comments as notes on the ticket.

NOTE:  It is important to note that replying to an email for an old / closed ticket will re-open the ticket for further follow up / investigation.

NOTE:  You can change the ticket status and priority yourself. However, if you do so, please include a note as to why you have changed either.

Other Resources:

The Knowledge Base contains articles with common issues and can be a good resource in troubleshooting problems. A couple of helpful areas in the knowledge base are:

1. Documentation - here you can find training guides, release notes, best practices, install guides, etc
2. Tutorial videos - you can find helpful videos showing how to do specific tasks within ProjectDox

User Forums can be another good resource for users to discuss issues with other users of ProjectDox and OAS.

1. Click on the User Forums menu option
2. Register for account
3. Login and search for the appropriate Group to post your question in and review responses from other users on your posting