Solved Activity Log and Support Info

[Yellow_Flash]

Hello,

We faced an issue on our 3CX instance and had opened a technical Support Ticket.
I had provided the Activity Log captured in Verbose mode to the team, but they requested for Support Information Package along with this.
This was provided on request, but it was later informed that the support information started from a later point on the day and hence it cant be used for troubleshooting.

My question is,
Can't the technical support check Activity Log( Verbose mode) and find out at least something regarding the issue?
Why is it that they are reluctant to look at it without the Support Info?
Technical Support just ignored this question when I asked them about this.

Would genuinely like to know whether there is a specific reason for this?

Thank you.

 

[ChrisC_3CX]

3CX Technical Support will request the data and information necessary for identifying the cause of the issue with as much certainty as possible. The fact that you have not been provided with any information based on the data you provided may simply mean that the data was not sufficient for reaching a well-grounded conclusion regarding the issue. I'd strongly recommend providing all the information and data requested for a speedy resolution of the support ticket.

 

[Yellow_Flash]

3CX Technical Support will request the data and information necessary for identifying the cause of the issue with as much certainty as possible. The fact that you have not been provided with any information based on the data you provided may simply mean that the data was not sufficient for reaching a well-grounded conclusion regarding the issue. I'd strongly recommend providing all the information and data requested for a speedy resolution of the support ticket.

Thank you, Understood.