Customers
who have problems installing or using GNUPro Toolkit software can connect
to the Cygnus Web Support site (using the following URL in their Web browser’s
address/location dialog box):
For documentation
discussing the means to report problems, see Accessing
Cygnus Web Support to report problems.
See Finding
information for an existing problem for updating any previously reported
problem.
This documentation
serves only as a guide and it is not meant to supercede the more updated
Help
documentation for the Web Support site.
We’ve tried
to make GNUPro Toolkit as trouble-free as possible. If you do encounter
problems, we’d like to diagnose and fix the problem as quickly as possible.
For new issues
and warnings pertaining to this release, see Red
flag alerts & enhancements.
Accessing
Cygnus Web Support to report problems
To report problems
and get solutions to problems that you have with GNUPro Toolkit, see the
following documentation.
Use the following
instructions to access Cygnus Support’s website.
1. Connect with Cygnus
Web Support.
Use
the following URL in your web browser’s address or location dialog box.
The
Welcome
page displays (see Figure 1).
Access
the Welcome page at any time by using
the Welcome link (in the navigation bar
on the left side of each Web Support page).
2. Provide details
about the problem for Cygnus Web Support’s database.
Enter
the following details (in Figure 1, fictitious details
were created for the example problem’s reported case).
-
Your contact name
-
The primary phone number where
Cygnus Support can contact you
-
FAX number Cygnus Support can
use to send you information
-
Your e-mail address
-
Your site ID, used to identify
your primary site in the Web Support database
(a Cygnus representative will provide this information)
-
Your site name
3. Use the links included
in the navigation bar on the left side of the page to perform any of the
following Cygnus Web Support activities.
-
New
Case (for details, see Submitting
a support request, Figure 2 and the Cygnus
Web Support site)
-
Query
Case (for details, see Finding information
for an existing problem, Figure 3 and the Cygnus
Web Support site)
-
Add
Notes (for details, see Finding information
for an existing problem, Figure 3 and the Cygnus
Web Support site)
-
Find
Solutions (for details, see Finding information
for an existing problem, Figure 3 and the Cygnus
Web Support site)
-
Profile
(for details, see Finding information for an existing
problem, Figure 3 and the Cygnus
Web Support site)
-
Help
documentation (for details, see Finding information
for an existing problem, Figure 3 and the Cygnus
Web Support site)
-
Close
Case (for details, see Finding information
for an existing problem, Figure 3 and the Cygnus
Web Support site)
Submitting
a support request
Use the following
instructions to submit a support request, once you have a valid ID established.
1. Click
on New Case to
create a new reported problem case (see Figure
2 for the page that appears).
Each
customer has a valid list of parts of GNUPro products for which they can
submit problem reports. These components are part of the Web Support database.
The New Case page allows you to complete
the creation of a new case.
2. Click on Use
This Site ID button to specify a product that needs resolution.
3. Select a product
from the list and then click on Create
Case for One of the Following Product IDs: button.
4. A new page appears.
Click on Yes or
No
to
specify a problem report case’s confidentiality.
5. Type a brief description
of the case in the Case
Title field.
You can enter up to 80 characters
in this field.
6. Select a case type
from the Type drop-down
menu that best describes the case.
7. Select a customer
severity level from the Severity
drop-down
menu that best describes how severe you view this problem.
8. Select a case priority
level from the Priority
drop-down
menu that best describes the priority of this case to Cygnus.
9. Type a complete
description of your case in the Problem
Description field.
Use the scrollbars to scroll
text in this field. You can add up to 30K of text in this field. Once you
have selected the part by selecting its radio button, select the Create
Case for One of the Following Product IDs: button and you will move
on to the next page.
10. Click on the Create
Case button to create the case in the Cygnus Web Support database.
After you create your case,
the Case Details page displays, which
includes the Case ID number that the support
database assigns to your case.
11. Clear the input
fields on the New
Case page, using the Clearbutton.
To create a new case for
a different site and/or part, click the New Case
link in the navigation bar; then use the previous instructions.
Finding
information for an existing problem
The following
documentation discusses the other features for the Cygnus Web Support site.
See Figure
3 for updating any problem that you previously reported.
Cygnus has
a database for the problems to help in determining when they developed,
tracking a problem’s case from its first report through its analysis and
resolution. This data also correlates with other tools and parts as well
as to other corresponding problems.
-
The New
Case/Select Product ID page allows you to specify the installed
parts
of GNUPro Toolkit for which you need to resolve a problem. To select a
part, use the following instructions.
1.
Scroll
through the list of installed Product IDs
until you find one for which you want to file a case.
2.
Use
the button in the Selectcolumn
of the list to display each part.
3.
From
the list of parts that displays, select the part that is the problem’s
issue. Click the Clear button at
any time to restore the page to its initial values, or click on the Proceed
without Part button to continue creating the case without selecting
a part.
-
Click on Query
Case to find an existing problem case in our database.
You may examine problem cases
in the Cygnus Web Support database, searching by solution ID or by entering
keywords and/or a key phrase. There are options on this page enabling you
to control how your search works.
-
Click on Add
Notes to add additional data to an existing case in our database.
At this point, view a problem
case’s details, check its status, add notes or close a problem.
-
Click on Find
Solutions to search for problem solutions in the database.
The search will provide a
list of the current problem cases in the Cygnus Web Support database.
-
Click on
Profile
to change your profile information and/or your Web Support password in
our database. The Profile page displays
(see Figure 3).
-
Click on
Help
for questions about using the Web Support page. This documentation that
you are now reading serves only as a guide; it is not meant to supercede
the more updated Help documentation for
the Web Support site.
-
Click on
Close
Case link to close a case.
Closing a case brings the
problem to its resolution.
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