What are the different types of knowledgebase content?
Our Knowledgebase contains 4 different types of articles:
- Alerts: used for urgent notices.
- Defects: used to describe known bugs and, where possible, provide workarounds.
- Patches: used for Service Packs, Hotfixes, etc.
- Solutions: used for general articles on How To, Error messages, General Advice, etc.
- Product Documentation
How should I enter my questions?
Use quotes to find knowledgebase articles that contain an exact phrase.
For example, searching for: Product X gives error “out of memory”
will return articles with the exact phrase “out of memory”.
Use 6-12 words to focus your search on the specific problem you are having.
For instance, search for “Error 1534 occurs on install” rather than “when I am installing the product I get an error that reads ‘error 1534′”.
Search on only 1 issue at a time.
Searching for 2 issues at once will force the search engine to balance responses for both issues. Use a separate search for “mail is not working” and “how do I configure the mail.cfg” as opposed to “how do I configure the mail.cfg file because mail is not working.”
If you are interested in a particular Product X or Feature Y, include that information in your question to get the most precise results.
For example: Does the Product X come with a Feature Y?
Do not use 1 or 2 words or phrases.
Searching for 1 word will randomly produce all solutions that include that word. Using multiple words will help the dictionary.
Remove extraneous words or phrases.
Do not use additional phrases such as:
- Why am I getting
- Is there a solution to this problem
- Why do I keep getting
Use correct spelling and grammar to get the most accurate answers.
Correct capitalizations are not required, but can sometimes help to locate names and acronyms.
Boolean operators are not necessary.
Many search engines use words and symbols (such as AND, NOT, +, and -) as logical operators to define complex searches. Our Knowledgebase does not rely on logical operators to construct search queries, but treats these words as ordinary parts of the question.
How can I narrow down my search results?
Once your search results are displayed you can narrow them down by using the facets on the left hand side. To narrow down the search, click on the desired facet option. You can use multiple facets, but only 1 from each group of facets. Once selected, the facets will be used for subsequent searches until you cancel its use. To cancel the use of facets, click on the red “X” next to the facet.
How is the search results page formatted?
- Facets on the left: used to categorize results and help narrow results.
- Answer portal in the center: used to display the search results.
- Other portals on the right:
- My preferences
What is "My KB Settings"?
In this section you can edit your account profile and settings for the Knowledgebase.
What are subscriptions used for?
Subscriptions allow you to receive email about updated content. For your convenience, subscriptions on content that hasn’t been updated for more than 365 days will be automatically removed from your list. To prevent any subscription from being automatically deleted, simply renew them by clicking on the “renew” option. All subscription updates will be emailed to your email address.
How do I subscribe?
You can either subscribe to a group of articles (Alerts, Patches, Solutions) by clicking on the “Subscribe”e link right underneath the header or to individual articles.
I don’t get any subscription emails although I have active subscriptions?
Click on “My KB Settings” and check the value selected for your Subscriptions Preferences.