Appendix: Mekorma Support Tool

Mekorma has created the Mekorma Support Tool within Payment Hub. For most support cases, the support technician will ask you to provide your current configurations, i.e., security and checkbook setup, based on the request. The support tool saves you time in sharing your Mekorma configuration data with our support team.

To access the Mekorma Support Tool, navigate to About GP > Additional > Mekorma Products Manager.

Here, you can see all Mekorma products installed, along with the version. Open the Mekorma Support Tool window from the menu. Select Support and then Mekorma Support Tool.

In the right column, the last item is the Additional Files:

To add additional files (such as Dynamics.set and Dex.ini), right click Additional Files and select the Attach Files option.

Run a report

To run a new diagnostic report:

1. Add the case number provided by Mekorma Support. If you do not have one, leave this field blank.
2. GP User ID is defaulted with the current logged in user (Note: This field is read-only).
3. Enter your email address.
4. Select the companies that are experiencing support issues.
   

To send your file:

1. Click on File > Save.
2. Browse to the desired location to save the report. The file name defaults to Mekorma_Support__yymmdd_hhmmss.gz. The file is a compressed gz file.
   

Once the report file has been saved, attach the file to your case in the Mekorma Portal.

You may also review the configuration data in the right column by expanding Document. This displays the report information in a hierarchical manner. All information to be sent to support will be within this area for your review.

Create New Reports

To clear selections and create a new report:

1. click on File > New.
   

This clears existing selections and fields and lets the user generate another report with different selections.

Review Old Reports

To review an old report, you need to know where you stored the generated json file. If you have access to the json file:

1. Access Mekorma Support Tool
2. Select File > Open
3. Browse to existing report and select it