Support Information
This page helps administrators collect useful information before asking for help with a Lanview issue.
Start with the symptom
Record the exact symptom, the affected Lanview component and the time the issue occurred.
Useful details include:
- Lanview component involved: Server, Studio, Client, Agent or AdminConsole.
- The action being attempted.
- Expected result.
- Actual result.
- Error text shown to the administrator.
- Number of affected devices.
- Recent changes to Lanview, Windows, network, firewall or security policy.
Start with the relevant troubleshooting area
Common starting points include Server installation, Client deployment, Studio connection, device connectivity, package troubleshooting, file transfer limits and logs or diagnostics.
Collect diagnostic information carefully
Logs and diagnostics can contain usernames, hostnames, device names, paths, command output, reasons and other operational context.
Before sharing diagnostic material outside the authorised administration context:
- Remove passwords, recovery material, private URLs and other secrets.
- Redact usernames, hostnames, device names and IP addresses where appropriate.
- Avoid sharing raw audit exports publicly.
- Crop or redact screenshots that show private environment details.
- Keep the original timestamp and component name where possible so the issue can still be investigated.
Describe the environment
A concise environment summary is usually more useful than a large unsorted log bundle.
Include the Lanview component involved, relevant version or build information if available, Server and Client network relationship, affected device count and whether the issue affects one device, one group or the wider installation.