How to Share Diagnostic Data with MicroStrategy

In the MicroStrategy 2019 platform release, MicroStrategy is excited to introduce Remote Diagnostics, a feature designed to help us improve our products and services, better our customer service and enhance customer experience by sending certain diagnostic data relating to your MicroStrategy implementation to us.

How Remote Diagnostics Works

Remote Diagnostics provides two ways to send diagnostic data to MicroStrategy:

  1. Automatically through Distribution Services

    When you install Distribution Services in MicroStrategy 2019, you get a subscription that sends diagnostic data from your environments to MicroStrategy on a daily basis. This subscription, called Remote Diagnostics, sends the data contained in the Remote Diagnostics dossier from the Platform Analytics project to diagnostics@microstrategy.com.

    Also see: How to Disable the Automatic Transmission of Diagnostic Data to MicroStrategy

  2. Manually through Workstation

    If you use MicroStrategy Workstation, you can manually send diagnostic data to MicroStrategy by clicking on the Send Diagnostics button in the properties panel of each environment.

How to Share Diagnostic Data Via Workstation

  1. Open the Workstation window with the Navigation pane in smart mode.
  2. In the navigation pane, click Environments.
  3. Right-click on an environment and choose Properties.
  4. Click Send Diagnostics.

What Information is Shared with MicroStrategy

When you share diagnostic data with MicroStrategy (either manually via Workstation or automatically via Distribution Services), Remote Diagnostics sends the following information about your MicroStrategy software implementation:

  • Environment data such as the number of Intelligence Server nodes, processor type, processor speed, memory size, and operating system.
  • Platform data such as the MicroStrategy software version(s) that you are running, and the MicroStrategy services (Intelligence Server, Mobile Server, Collaboration Server, etc.) that are present in your environment.
  • License data such as DSI, license key, total number of licensed users in the metadata (both enabled and disabled), total number of licensed CPUs, and the aggregate number of users that logged into the system on various days within the last 90 days.

Remote Diagnostics does not transmit any personally identifiable information.

How MicroStrategy Uses This Information

MicroStrategy uses diagnostic data to improve our products, provide better customer service, and fix issues more efficiently, including to:

  • Help our technical support team identify, diagnose, and resolve customer issues
  • Help our technology team detect and prevent issues in our software
  • Help our technology team prioritize our development efforts
  • Help our technology team identify and validate test scenarios
  • Help our customer success and account planning teams recommend changes to increase the success of our customer implementations

How to Disable the Automatic Transmission of Diagnostic Data to MicroStrategy

You can stop the Remote Diagnostics subscription from automatically sending diagnostic data to MicroStrategy by following these steps:

  1. Open MicroStrategy Developer.

    If you are running MicroStrategy Developer on Windows for the first time, run it as an administrator.

    Right‑click the program icon and select Run as Administrator.

    This is necessary in order to properly set the Windows registry keys. For more information, see KB43491.

  2. Connect to the Platform Analytics project.
  3. In the left navigation pane, click Administration > Configuration Managers > Subscriptions.
  4. In the right window pane, find the subscription called Remote Diagnostics.
  5. Right click on the Remote Diagnostics subscription.