Technical Support

Revised on September 3, 2020

Before Using Technical Support Services

Before contacting Technical Support for help and advice, solutions to your questions may be found in vStandby AIP's Help, README or the product information page at Actiphy's Web site.

http://www.netjapan.com/us/support

When contacting Technical Support, please be prepared to provide the information below and a detailed description of the problem, including operating procedures to reproduce the problem, error messages if any, etc.

• Product Key
  The Product Key is listed on licensing document. Only the registered user is to contact Technical Support Services.

• Support Information
  Please send us the support information file which will be useful for further investigation required to solve the problem. Please take the procedures described below and send us the generated support information file via E-mail.

Generating Support Information File

Please send us the support information which will be useful in identifying and resolving the issue.

Use Console (GUI):

1. Click [?] on the console window.
2. Click on [Generate Support Info] button in the menu.
3. A Zip archive file (vStandbyAIP-SupportInfo_yyyymmddhhmm.zip）is created packaging multiple support files and is located on desktop.

Use Command Line tool

1. Create a temporary folder.

mkdir <Specified location>

Ex: mkdir C:\temp

2. Run the command from command prompt.

#cd <Install folder>

Ex: cd C:\Program Files（x86）\Actiphy\vStandby AIP

#aipcontrol createsupportinfo <path>

Ex: #aipcontrol createsupportinfo C:\temp

3. The support information file (vStandbyAIP-SupportInfo_yyyymmddhhmm.zip) is created in "C:\temp" folder.

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