This article contains our best practices for opening a case with Accruent Support.
Provide detailed information
When opening a new case, provide a detailed text description. If possible, add screenshots and videos. This will help the Support team find solutions efficiently.
Providing sufficient detail helps Support determine the best strategy for solving the problem. Request examples:
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When I try to open a specific folder in Meridian, the following error message appears: “Access Denied. Document will open as Read-Only”.
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When I try to open a specific folder in Meridian, the following error message appears: “Access Denied. Document will open as Read-Only”. This error message appears to all users in the Viewer group.
In the first example, Support would need to contact you to ask for more information to understand if this issue is happening with a single user or with the entire group. Support would also need to understand if a change made in the system has caused the issue.
In the second example, Support would be able to know that the error is related to user permissions, reducing the time to fix the issue.
Performance Issues
If you experience performance issues in at least two operations:
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Inform Support:
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which operations are slow
Map these operations before talking with Support. Specify when the problem occurs.
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the amount of time each of these operations takes and the amount they used to take before
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if anything has changed in your system or environment recently
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if you use VPN
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if you use Site Cache
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if other users of the system are having the same issues
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if there are people who access the system externally
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if there are other parts of the company that use Meridian, and if so, whether they are having the same issues
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Check network and connectivity issues, as described in the section below.
Network/Connectivity Issues
Some problems might be caused by network or connectivity issues. Use the following tests to gather information to help Support understand the issue.
Network
To check if the issue is related to your network:
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Check if the functionality works in the EDM/Enterprise Server.
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Check if the functionality works in the client (remotely).
If it does not work in both ways, the issue is related to your network.
Ask your company IT department to check it.
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If it does not work only on the client side, check if the functionality works with your backdoor account, and inform Support about the results of these checks.
Network layer
If you have a VPN, Proxy, or any other network layer on top of Meridian, check if the functionality works without the network layer.
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If it does not work, the issue is related to the network layer.
Ask your company IT department to check it.
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If it works, inform Support about the results of this check.
Recent changes
If any changes have been made in your environment recently, inform Support.
Access to SOC 2 Report
To access our SOC 2 Report, download it securely from Salesforce using this link.
