"Record Issue" button - what is it for?

Hey JM.  Glad you bought this up haha - I think exactly the same as you!

I don't like the way it is presented within the client itself.  Basically, the users see a "Report to Support" type button and may think it is reported to our organisation's support team (which it is not).  Not that I've ever had a single user tell me that, so that is just my perception...nevertheless, we do not want users to report issues directly to Cato without going through us first.

We would want users to always contact our support team via our established organisation procedures.  And if necessary, and if Cato support request it, we will do a SSS with the user at the appropriate time.

If the CMA settings allowed the option to disable this, we would love that.  (And also that cryptic 'Clear Cookies' button)

Furthermore, the "Contact Support" button - I would expect that to just show a text page of support options like our organisation's support team phone number, website, email.  But instead it starts generating logs and all sorts which I think is unecessary.

And finally, to answer your question, the only time Cato Support asked us to use it was a year or two ago for a Linux Client user...and it failed...and we had to manually upload the logs to the support ticket. 😀

Hi 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:

1. https://support.catonetworks.com/hc/en-us/articles/9609979275165-Recording-Issues-Using-the-Cato-Client
2. https://support.catonetworks.com/hc/en-us/articles/9054987541405-Collecting-Client-Logs

Oren