Kantata OX Help and Support

Overview

Kantata offers help and support for our users in many ways. In addition to our comprehensive Knowledge Base, we provide other a number of other resources, including:

• In-app Help—A widget that appears in the bottom-right corner of Kantata OX by default, where you can access Knowledge Base articles, announcements, and other resources without having to leave the current page.
• Training Center—From in-depth Kantata OX eLearning courses to product certifications to industry best practices, the Training Center has many resources to help ensure you’re getting the most out of Kantata.
• Kantata Community—A forum where you can connect with other Kantata OX users, exchange best practices, share ideas, and learn useful techniques and workflows.
• Videos—We have an extensive library of videos available to help you learn more about features and processes within Kantata OX—available in both the Training Center and the Knowledge Base. Videos can also be found at the top of many Knowledge Base articles.
• Status—Designed to give users an easy way to quickly check the status of Kantata OX, the Status page provides an overview of uptime, performance, availability, network, and server information. It also provides details on any outages, maintenance activities, and other alerts or notifications, as needed.
• Support Cases—If you run into an issue that requires assistance, you can submit a support case by selecting Contact Support in the Support menu.
  Note: If this option does not appear, your organization may only authorize specific users to contact Kantata’s Support Team. It may be best to route your issue through an internal team if this is the case.
• Live Chat—From the Support menu, you can connect with one of our live support agents at any time of day or night. This option is most useful if you have quick questions or are unable to find what you are looking for with our other support options.
  Note: If this option does not appear, your organization may only authorize specific users to contact Kantata’s Support Team. It may be best to route your issue through an internal team if this is the case.

If your organization wants you to report issues outside of Kantata OX or they have a different process for submitting specific types of issues, you may notice an additional option (e.g. "Acme Inc. Internal Support") in the Support menu.

This may be a URL or an email address that an Account Administrator has set up as a Support Contact in Custom Branding settings. You can hover over the menu option to view the URL or email address.

How to Submit a Support Case

1. In the app bar, open the Support menu and select Contact Support. The Kantata Customer Support page opens in a new tab.
   
2. In the Customer Support section, select Request Support. A new page opens where you can view any open cases.
   

    

3. On the right side of the page, review the articles listed in the Top Articles section to see if they may help you to resolve your issue. If not, select the Submit a Case tab.
   

4. Fill out the following information for your support case:
   • Subject—Enter a descriptive summary of the issue you are experiencing.
   • Product Categories—Select the relevant product area for your issue.
   • Product Subcategories—Select the relevant product subcategory.
   • System Outage Related—Check this box only if you are unable to access Kantata OX due to an outage, which you can verify by checking the Status page before submitting a case. This option quickly informs us that this issue may be related to the current outage.
     
5. When you have finished entering this information, click Next Step.
6. In the next step, you will see articles listed that may help you resolve your issue based on the information you provided in Step 1. If none of these articles help resolve your issue, scroll down and click Need More Help? at the bottom of the page.
   
7. In the last step, enter a Description of the issue that you are facing with as much detail as possible, then select a Severity Level that accurately describes the impact on your business.
   
8. To provide any Attachments that would be helpful in resolving your issue—such as screenshots of any error messages, a HAR file with a log of website interactions, or videos of the behavior you are seeing—click Upload Files, choose the file, and click Done in the Upload Files modal.
   
9. When you are finished, click Review Case Details to verify all information in the case is accurate, then select Submit Case.
   
10. After your case has been submitted, click your linked case number to view details of the case, as well as respond and communicate with the Kantata OX Support team. Otherwise, click Finish.
    

How to Create a HAR File for Support

If you are regularly experiencing slowness (longer than 30 seconds) or other errors in Kantata OX, you may be asked to provide Kantata’s Support team with an HTTP Archive format file—also known as a HAR file. HAR files log the interactions between your browser and the websites you visit.

When you record these interactions and download them in a HAR file, it is easier for our team to reproduce and diagnose the cause of your issue. This is because it captures additional information in the website’s code that gives us more context about an error message or unexpected behavior. This information is especially helpful in diagnosing the cause of slowness or issues with a specific page loading.

To learn how to log interactions between websites and your browser in a HAR file for our supported browsers, see the relevant section below.

How to Create a HAR File in Google Chrome

1. On the page where you are experiencing the issue, right-click and select Inspect from the menu that appears. This opens Chrome’s DevTools.

   Note: Alternatively, you can select the More (“   ”) icon in the top-right corner of your web browser, hover over More Tools in the menu, and then select Developer Tools.

   

2. In the panel that appears, select the Network tab.

   Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

   

3. If recording does not start automatically, click the Record icon to start recording website events. The Record icon displays as a gray circle if not recording and changes to a red square if recording.
   

4. To prevent events from being removed from the log when refreshing the page or navigating to other pages, make sure Preserve Log is selected.
   

5. Click the Clear icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
   

6. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

   Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

7. When finished, click the Export (“   ”) icon to save the HAR file to your computer.

   Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.

   

How to Create a HAR File in Mozilla Firefox

1. On the page where you are experiencing the issue, right-click and select Inspect from the menu that appears. This opens Firefox’s DevTools.

   Note: Alternatively, you can select the Menu (“   ”) icon in the top-right corner of your web browser, click More Tools in the menu, and then select Web Developer Tools.

   

2. In the panel that appears, select the Network tab.

   Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

   

3. To prevent events from being removed from the log when refreshing the page or navigating to other pages, click the Settings (“   ”) icon and select Persist Logs. If a checkmark appears next to this option, it is already selected.
   

4. Click the Trash (“   ”) icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
   

5. If recording does not start automatically, click the Play icon to start recording website events. The Pause icon displays if recording and changes to a Play icon when recording has stopped.
   

6. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

   Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

7. When finished, click the Settings (“   ”) icon and select Save All as HAR to save the HAR file to your computer.

   Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.

   

How to Create a HAR File in Safari

1. On the page where you are experiencing the issue, right-click and select Inspect Element from the menu that appears. This opens Safari’s DevTools.

   Note: Alternatively, you can go to Safari > Settings > Advanced and click Show Develop menu in menu bar.

   

2. In the panel that appears, select the Network tab.

   Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

   

3. To prevent events from being removed from the log when refreshing the page or navigating to other pages, click the Filter icon, then select Preserve Log. If a checkmark appears next to this option, it is already selected.
   

4. Click the Trash (“   ”) icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
   

5. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

   Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

6. When finished, click Export to save the HAR file to your computer.

   Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.