Who should read this guide

This guide is intended for enterprise architects, other enterprise personnel, and Axway Professional Services personnel who are responsible for basic Axway Decision Insight (DI) product configuration.

Other technical or business users may find part of this guide useful as well.

Familiarity with the DI product is recommended.

Support services

The Axway Global Support team provides worldwide 24x7 support for customers with active support agreements. 

Email support@axway.com or visit Axway Support at https://support.axway.com.

Training services

Axway offers training across the globe, including on-site instructor-led classes and self-paced online learning. For details, go to: http://www.axway.com/support-services/training.

What to do when a problem occurs

Follow these steps to diagnose and resolve problems.

  1. If the error message in the UI or log file is not detailed enough to help you resolve the problem, refer to What is the list of error logs ?
  2. If there is no error message, or if the error message documentation does not have enough information, see if the solution is provided in Troubleshooting.
  3. If the product problem-solving documentation does not contain the information you need, go to Axway Support at https://support.axway.com and search the forums, knowledgebase, and technical articles. You can also start a discussion in the Analytics topic on the Axway Community website at community.axway.com
  4. If you still cannot resolve the problem, gather the log files (Create a support archive) and be able to answer these questions before calling technical support:
    • What are the conditions under which the error occurred, including related events such as a power surge?
    • Can you reproduce the problem? If you can reproduce it, what are the steps?
    • What specific behavior are you experiencing?
    • What is your environment: hardware, product version, service packs, patches, operating system and version, and other applications?


See also

Related Links