Introduction

What exactly is Carbonio?

• Zextras Carbonio is a totally private digital workspace that includes:
• E-mail, Contacts, and Calendar Essentials are all domain-shareable.
• A full mailserver that includes anti-spam and anti-virus software.
• Video and text conversations
• File Management System with collaborative editing and document sharing capabilities
• Tasks
• Carbonio’s strong characteristics include:
• concentrate on data sovereignty and privacy
• installation as Linux packages and ready to use out of the box
• a full collection of collaboration and communication tools at the enterprise level
• Scalability: start with a single server, then add nodes as the company’s infrastructure and needs expand.

Compatibility with Web Browsers

All Carbonio functions are accessible via browser: the browsers supported are mentioned in Table 1.

Languages Available

The primary language of Carbonio is English, and the Web GUI is accessible in these languages.

Participation in Documentation

Carbonio’s documentation source code is now accessible in a public repository hosted on Github.

We welcome any type of documentation provided in accordance with the criteria in the form of a pull request. If you have a suggestion for the documentation or are unsure about utilising Python Sphinx (the framework we use for producing documentation), please contact documentation@zextras.com.

Looking for Carbonio Assistance

In addition to this documentation, Zextras provides the following online resources:

How to Report a Problem

When difficulties emerge when using software, the first priority is always to resolve them and return to regular everyday activities as soon as feasible.

As a result, the most effective approach to report a Carbonio issue is one that allows both the Reporter and the Technical Support Team to achieve their joint goal in the shortest and most robust manner.

To do so, first write an accurate and thorough report that outlines the issue encountered, then open a ticket on Zextras’ customer support portal and attach the report to the ticket. This enables the Technical Support Team to investigate the issue without requesting more information.

• Creating a thorough report may need one or more of the following tasks:
• to specify the actions that allow to duplicate the problem. This is the most significant aspect, because it provides the Technical Support Team with an early indication of the likely root cause of the problem.
• to run commands from the command line
• to make screenshots
• to do other duties that are dependent on the issue reported, the modules involved, and so on.

Prior to Opening a Ticket

Before opening a Support Ticket, you should gather basic information and configuration values from Carbonio and its Components to provide to the Technical Support Team.

This section explains how to get this information: You must supply existing log files as well as the results of several tasks and scripts (see the next sections) that must be run from the command line. Please keep in mind that, unless otherwise specified:

Commands must be run on the node where the Component is installed in Multi-Server deployments.

General and Common Knowledge

In every situation, generic and common information is required: this type of data enables to grasp the context in which the issue occurred. You must save the results of the following instructions to a text file.

Another activity that will assist the Technical Support Team is to activate debug logging and attach the produced log files to the ticket:

• Run to enhance the log verbosity on the mailbox server.
• Recreate the problem
• Run to restore the regular log verbosity.
• once completed, the log files to attach are as follows:
• The mailbox server’s mailbox.log file
• The files nginx.log and nginx.access.log from the Proxy Node

Mobile Devices and Apps

Follow these instructions on an email account and a mobile device, then attach the log files generated by the method.

Carbonio Talks

If you are having issues with Carbonio Chats, save the output of the following instructions. JACK.SMITH@ACME should be replaced.EXAMPLE: Take a look at one of the impacted accounts. You may alternatively create a test account with no Administrator credentials and run the tasks again.

• Attach the following files to the ticket as well.
• the mailbox.log file in relation to a mailboxd restart with zmmailboxdctl restart
• mailbox.log, zmmailboxd.out, nginx.log, and nginx.access.log files over the previous two days

The Carbonio Files

In the event of a problem with Carbonio Files, please share the output of this script.

You should also include the files /var/log/carbonio/files/files.log and /var/log/carbonio/docs-connector/docs-connector.log.

Carbonio Safekeeping

In the case of Carbonio Storage, you must additionally supply information regarding Carbonio’s storage infrastructure (volumes, discs).

Then, gather information on the Carbonio Storage setup.

Carbonio Support

As with Carbonio Storage, first gather some environmental data before locating the Backup Path and other configuration:

Client-side concerns

• If you encounter a client-side problem, follow the steps below to gather the necessary information:
• Launch a new browser window (Chrome or Firefox).
• Open the Javascript Console (Windows and Linux: Ctrl + Shift + j, Mac: Cmd + Opt + j).
• Access webmail from the same tab where the Javascript Console is active.
• Wait for the webmail to finish load.
• Recreate the problem
• Navigate to the Javascript Console’s Console tab, right-click anywhere, and choose Save as… to save the tab’s content as a text file
• To save the tab’s content as a text file, go to the Network tab of the Javascript Console, right-click anywhere, and choose Save as HAR with content.
• Attach both the console export and the network export files to the ticket.