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Support Information

Support Information

Find general information and information about Khoros Support team policies and procedures here.
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Question How can I find my own Lithium SSO cookie token? Answer If you're ever experiencing login or authentication issues and reach out to support, the very first thing we'll ask for is your SSO token cookie. That's because it contains a treasure trove of information about your SSO implementation and can help us nail down the issue quickly. Detailed below you'll be shown how accomplish this in the latest versions of Internet Explorer, Firefox and Chrome.   Firefox 9:   Tools (or the orange Firefox button) - > Options - > Privacy. Midway down you'll see the option 'remove individual cookies'.     Click it and it will open up a small cookies pane. In this new pane, type "lithium" in the search box and hit enter. Depending on where you've been and what you viewed, the results returned will vary. What you're looking for is something in the format "!lithiumSSO".     Once you find the !lithiumSSO cookie, click it and look at the 'Content' section in the pane. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.   Internet Explorer 9:   IE9 has a built in developer tool that makes this task simple. After you login to your community just open IE9 and hit F12. You can also find it with Tools (the gear icon) - > F12 developer tools.   Once in the developer tools, select Cache - > View cookie information.     The browser window will now display all the cookie information for the page you were viewing. Hit Ctrl + F and manually search for "!lithium". Once you've located the proper cookie, the 'VALUE' field is what contains your SSO cookie. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.     Chrome 16:   Wrench Icon - > Settings - > Show advanced settings... - > Content settings... - > All cookies and site data...   In the Cookies and site data pane search for "lithium" in the search box. You'll have to manually check each cookie until you spot something that resembles "!lithiumSSO". Once you find it, click the "!lthiumSSO" bubble link and look at the 'Content' section. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.  
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by Khoros Oracle Khoros Oracle Oct 22, 2018
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Question What is my community IP address? Will it always remain the same or is there a range it will stay in? Can I create a DNS entry to point our community to the IP address? Answer The IP address of your community can be found by pinging the address via command prompt. You can do this by performing one of the following: ping commid.lithium.com (where commid is your community ID) nslookup commid.lithium.com (where commid is your community ID) Will it always remain the same or is there a range it will stay in? Your community's IP address is subject to change. Below you will find our IPv4 address space for each of our data centers: AMER IPv4 address space: 208.74.204.0/22 EMEA IPv4 address space: 46.19.168.0/23 If you're unsure which data center you're located in, please contact Lithium Support.   Can I create a DNS entry to point our community to the IP address? This is not recommended as the IP address is subject to change. While the IP will always fall within the range noted above, the proper method is to create the entry such that community.domain.com CNAME to commid.lithium.com
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Aug 30, 2018
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Question How many users are we entitled to get access to the Cases area?   Answer Standard  customers are allotted 5 case portal seats.   Premium  support customers are allotted 10 case portal seats.     If you need to add/remove any users (the latter to make way for new additions), please follow the process outlined in our case portal activation guide.   Note:  If you have more than one community, you can spread the "users" as desired.  For example if you had two Premium Support communities, you could potentially have 8 users for Community A and 2 users for Community B.    
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by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Mar 22, 2018
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Question What is a mid-day restart? Answer Sometimes we receive configuration change requests where we're required to make the change/s as soon as possible, as opposed to waiting until the next maintenance window (see the maintenance window TKB for reference).   We usually specify that we can do these out-of-window deployments for a mid-day restart (mid-day PST usually unless otherwise specified by the customer).    These restarts are usually no different to regular studio pushes where the downtime for the deployment to take effect can be anywhere from 1-15 minutes. However, we also require explicit approval from customers that we can go ahead with scheduling the restart - especially during business hours. Please keep this in mind whenever you need to schedule something urgent.   If you have further questions about deployment out-of-window, please contact support and we will promptly address your questions.
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by Khoros Staff Khoros Staff Mar 14, 2018
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