What can be done to perform some basic troubleshooting in order to verify if the tool is working as expected and what data is needed when contacting support?
QCS provides some excellent logging, each part of the tool creates a separate log file and all the logs can be easily distinguished by their names, eg. FBSender.log or ADReceiver.log, etc.
Log files mosts commonly used for troubleshooting are the ACSAlerts.log file (the log is found in the C:\Program Files\Quest Software\Collaboration Services\ACSLOGS folder) and all the logs in the Debug folder (the folder is by default located under Program Files - Quest Software - Collaboration Services - ACSLogs folder).
If examining those logs doesn't help and you need to open a ticket with support then it is important to provide a detailed description of the problem and then collect FROM THE AFFECTED side and send to support as zipped attachments the following files:
1. the ACSAlerts.log file (the log is found in the C:\Program Files\Quest Software\Collaboration Services\ACSLOGS folder).
If the zipped files are too big then please see SOL38200 for instructions about uploading to FTP site.
Another alternative is to use the software (WinZip, WinRar) and split the files.