When using the customer support ticketing system, some of the most important pieces of data that the technicians need are the product versions of the components involved. In most cases, we need at least the CentreStack URL, Build Number, and the Windows Client, Server Agent, and/or Mac Client versions (if applicable). For issues with any of the Client software, we also would like to know the specific Operating System (Example: Windows 10 Pro 64bit version 1703).
The URL is simply the internet address of the CentreStack website. It is also known as the CentreStack access point or domain name. The technicians need to know the URL because it quickly lets them identify whether the application is hosted on Gladinet servers, or on the customer's servers. It also allows them to see the CentreStack version and access a couple of internal diagnostics pages if they need to.
Here is how to find the CentreStack URL:
- The browser's URL bar
The domain name or access point are all the characters (including http:// or https://) until the first folder.
Here is how to find the product versions:
- CentreStack version
Normally, you can get the CentreStack version (aka. build number) from the web portal's login page.
However, some clients prefer to hide the build number from the login page for enhanced security/anonymity. If you don't see the build number on the login page, you can get the build number by right-clicking and inspecting the properties of portal component's DLL file. Navigate to the CentreStack installation directory on the server and inspect the DLL's properties of (c:\Program Files (x86)\Gladinet Cloud Entreprise\portal\bin\GladinetPayFlow.dll). The CentreStack build is the File Version or Product Version.
If you don't have access to the CentreStack server, but have access to the Cluster Administration web portal, you can also see the CentreStack version under Cluster Control Panel->Worker Nodes.
- Desktop Client version
The best way to find the Windows Client version is to click on the cloud drive's icon on the bottom-right of the Microsoft Windows task tray, then open the Management Console from the Options Menu. On a Mac machine, the cloud drive icon is on the top of the screen, next to the system time. Either send us a screenshot of the management console, or copy all the text in the Device Info box.
- Server Agent Version
Like the Windows Client, you can open the Server Agent's Web Management Console in order to see the Device Client Version. There should be a shortcut to the management console from the Windows Server Charms screen. Either send us a screenshot of the management console, or copy all the text in the Device Info box.
- Operating System Version
The OS type reported in the Device Info box of the Management Console is often enough, but sometimes we need to know a more detailed version of the OS. In Windows, you can press the Windows Key + R (to run a command), and type "winver" without quotes in the run box. Send us a screenshot of the About Windows box.
On a Mac machine, you will find the OS version on the Apple Menu->About This Mac.