"Record Issue" button - what is it for?
The Cato Windows client has included a "Record Issue" button for a long time - but is it actually of any practical use? Whenever I have submitted a support ticket I am never asked to make use of this...
Forum Discussion
OrenD
Cato Employee
Cato EmployeeHi JM,
The "Record Issue" feature is indeed a practical and useful tool for troubleshooting.
The feature is designed to help Cato Support troubleshoot issues more efficiently by:
- Recording data on the device while the user replicates the issue
- Capturing only the relevant time period when the issue occurs (up to 5 minutes)
- Allowing Support to quickly identify the exact issue without needing additional questions
This is actually preferred over SSS (System Status Summary) as:
- It's more targeted - captures data specifically during the issue occurrence
- It's more user-friendly - doesn't require explaining complex steps to remote users
- It provides immediate upload capability to Support
The feature was indeed recently added to macOS Client v5.8, making it consistent across both Windows and macOS platforms. This means it's now a standardized troubleshooting tool that Support can rely on regardless of the client's operating system.
Read more:
- https://support.catonetworks.com/hc/en-us/articles/9609979275165-Recording-Issues-Using-the-Cato-Client
- https://support.catonetworks.com/hc/en-us/articles/9054987541405-Collecting-Client-Logs
Oren
Hi Oren,
SSS is not "System Status Summary", but rather "Support Self Service" (https://support.catonetworks.com/hc/en-us/articles/360017581277-Support-Self-Service-SupportMe-Portal). It's rather cumbersome to use, but as of yet I understand this is the only way to troubleshoot access issues towards specific Internet endpoints via Cato.
The "Record Issue" button seems more meant for troubleshooting local issues with the SDP client.
- OrenD
JM, you are absolutely correct, my apologies.
