Support¶
Before you raise anything¶
Most problems have an answer in Troubleshooting, which covers the console not loading, the service not starting, an empty or partial directory view, authentication refusing an account that should have access, and assessments that do not appear to run.
Two of those are worth naming here because they look like faults and are not:
- "I am a Domain Admin and the console says Read only." Windows gave the browser a filtered token, which marks your administrative groups deny-only. The product is reading your token correctly. Access and roles explains it.
- "I changed a Group Policy setting and the finding has not cleared." The assessment reads the effective configuration, and some settings are read by Windows only when a service starts. The finding tells you which, and how to apply it without a reboot where that is possible.
The support bundle¶
The console collects everything a support request needs in one file: Support → Collect support bundle.
It contains the product version and control-pack version, host role and service state, a domain summary with controllers and replication status, the current security assessment and its recorded score history, normalised directory changes from the last 24 hours, the product log files, and the configuration reported from a fixed list of setting names.
It contains no credentials of any kind. The configuration is reported from a known list of setting names rather than by copying the configuration file, so a secret added to that file in a future release cannot be collected by an older bundle either.
It does, however, describe where your domain is weak - it includes the full security assessment. Treat it as sensitive and send it the way you would send any other assessment of your directory.
What to include¶
The bundle plus one sentence about what you expected to happen and what happened instead. If the problem is visible in the console, a screenshot of the page saves a round trip.
If the console will not load at all and you cannot collect a bundle, say so - the troubleshooting guide has the commands to run on the domain controller instead, and their output is enough to start with.
How to reach us¶
Send your request through the InfraSOS contact form.
Attach the support bundle and include the one sentence above about what you expected and what happened instead. If the bundle is too large for the form, say so in the message and we will give you somewhere to put it.
What is not supported¶
- Changes to your directory. AD Command only reads. Nothing it does can alter accounts, groups or policy, so a request to undo something it changed has no subject - see AD Command Pro for the product that writes.
- Destructive recovery work. Forest recovery, authoritative restores and DSRM procedures are Microsoft's documented processes and are outside what this product does or advises on.