Create or update support cases with data collected by SymDiag

Products

• Symantec Products

Issue/Introduction

Learn how to create or update support cases with data collected by the Symantec Diagnostic Tool (SymDiag).

SymDiag is a multi-product diagnostic utility designed for identifying common issues.

Resolution

Upload data to a support case

There are multiple ways to upload data for a support case:

• From the home page, under Open or Update a Support Case, click Collect Data for Support.
• After you run a Self-Help Scan:
  • Click the Save Report tab, enter your information, and then click Open or Update a Support Case.
  • Click File > Save Report, enter your information, and then click Open or Update a Support Case.
• After you run a data collection scan, the option to upload data appears.
• After you open a saved .sdbz, click File > Upload Report.

To upload data from the Save Report page:

1. Click Open or Update a Support Case.
   
   Note: If prompted to collect standard data for a support case, click Collect more data, run another scan while collect "All data", and restart this process.
    
2. Enter your Symantec Identity account (e.g. SymAccount) user name and password, and click Log In.
   
   Note: If you do not have a Symantec Identity account, Support can supply you with credentials for a secure upload of data to an existing case. See Upload data without a Symantec Identity account.
    
3. Next, choose one of the following:
   • Open a new case with evidence
   • Add evidence to an existing case.
     See Add evidence to an existing case for more information.

Open a new case with evidence

1. In the dialog, "Please select your support entitlement," select the relevant entitlement, and click Next.
2. In the dialog, "New case details," enter the following:
   • Issue severity
   • Product
   • Case subject
   • Detailed description
   • Preferred contact method
3. Click Create.
   A progress indicator appears, and a final status of the upload will indicate success or failure.

Notes:

• Enter this information as accurately and thoroughly as possible to assist Support in understanding your issue. If an issue is difficult to convey in the description field, consider contacting Support by phone.
• If an issue’s severity is rated as "A production or mission-critical system is down," a warning appears indicating that you should contact Support by phone.

Add evidence to an existing case

1. In the dialog, "Please select the case you wish to update," select the appropriate case, and click Next.
2. Provide any relevant comments.
3. After submitting, a progress indicator appears, followed by a final status report.

Upload data without a Symantec Identity account

1. Contact Support and request credentials for this purpose.
2. Once you receive the credentials via email, use them to authenticate.
3. After authentication, select the appropriate case, and click Begin Upload.