Managing and maintaining Cloud Drive Mapper (CDM)

The following video covers high-level steps, recommendations, and best practices for managing CDM in your environment.

Upgrading CDM

CDM does not rely on automatic updates; its installer handles updates manually. When an update is available, you only need to run the latest installer to update CDM, its database, and binaries.

Troubleshooting

Let's start with the CDM log file. This file contains a chronological record of events CDM encounters while in operation. It serves multiple purposes, such as error identification and performance monitoring, by logging a comprehensive audit trail of user interactions and corresponding system events.

This file is essential for maintaining and troubleshooting CDM, providing insights into what's happening under the hood. Usually, when you contact our customer support team, we will ask you for this file to identify and resolve the issue. For information about accessing this file, see Understanding the Cloud Drive Mapper (CDM) log file.

Each entry in a CDM log file contains the following information:

A timestamp generated according to the local time settings on your computer indicates when the event occurred.

A log level that categorizes the event based on its significance or severity.

The component or module of the software responsible for the logged activity (source of the event).

A thread ID uniquely identifies an individual thread within a process and correlates actions running in the same thread.

Descriptive information about the event to provide insight into what transpired.

Log levels used by CDM to categorize events include the following:

Info messages provide a record of CDM's regular operation.
Warning messages highlight issues that can lead to errors or unexpected behavior if not addressed.
Error messages highlight critical issues that demand immediate attention. These are issues that impair CDM from operating effectively.
Debug messages log detailed information about CDM for debugging purposes. By default, debug logging is disabled. However, you can enable it on a device and for an individual user. For more information, see Enable debug logging.

Contacting support

There are various methods at your disposal when contacting our support team. Email is one of the most common ways to reach out to us. When you contact us via email, please provide a detailed description of the issue along with any error messages and screenshots. Send your email to support@iamcloud.com.

We also have a dedicated support portal to help us streamline customer inquiries and ensure that we track and resolve each issue. To create tickets via our support portal and track their progress, sign up for your IAM Cloud support account at support.iamcloud.com.

Please submit any urgent queries through our support portal, and remember to mark them as urgent. Please use our support portal or email as a primary method of contacting our support team. We have established processes to ensure your support ticket is assigned to the most relevant available representative.

Call us if you want to speak to a member of our support team, especially if you feel that your issue is an emergency. If you are calling from the United States, dial +1 631 540 2730. If you are calling from anywhere else, dial +44 118 324 0000.

Our support team is available between 08:00 – 22:00, Monday to Friday. However, we provide around-the-clock support for critical issues like service outages.

Our support services operate using a 4-tier priority system, allowing us to determine the importance of your inquiry and the time within which we'll respond. You can set these priorities when you contact us by email or while creating a ticket via our support portal. When you set the priority of your query as urgent, you can expect our initial response to be in 1 hour. For queries marked as high priority, our initial response is 4 hours. Queries marked as medium priority take us 8 hours to respond, and those marked as low priority 24 hours.

Please remember that by default, queries received by email are automatically assigned a medium priority unless specified otherwise. Feature requests are assigned a low priority. This isn't because they are less important but because they are less urgent.

Contacting our sales team

For product-related or commercial questions, please get in touch with our sales team at sales@iamcloud.com.

Monitoring operational health

At any given time, if you want to monitor the operational health of our software and services, please visit the IAM Cloud status page on our website at www.iamcloudstatus.com. You can also subscribe to this page by selecting Subscribe to updates at the top.

CDM Knowledge base

We've built our knowledge base to be your first point of contact if you have an issue or want to master CDM and get the best out of it. The CDM knowledge base combines conceptual insights, step-by-step instructional content, and solution articles with guidance on resolving specific issues and answering common questions. Its intuitive, easy-to-use search feature ensures you can quickly find what you're looking for.

Our knowledge base is also your go-to resource for updates on the latest CDM releases. You can find this information in the Changelog section.

Last but certainly not least, what makes this resource even better is that we regularly update it based on your feedback so that the information evolves with the product and your needs. With the introduction of multimedia content, we hope your learning experience will only get better, and be more interactive and accessible.