Obtaining Technical Support

Technical support is provided during normal business hours. Qualified staff are available from 9:00 AM to 5:00 PM Eastern Time. You can contact us in one of four ways - telephone, fax, regular mail, or electronic mail through the Internet.

TSG support is given to individual installations of TSG software products, identified by their hardware Serial Numbers. Therefore, you must give the Serial Number of the card upon calling for support. TSG software is warranted and supported for 90 days. Extended warranty may be purchased. While under warranty, a license of TSG software is supported and upgrade licences are free.

When you contact us with a technical problem, there are several things you can do to help us solve your problem as quickly as possible. We need to know:

the PC type and how many Megabytes of RAM are in the PC
operating system with version number
synchronous adapter installed, and hardware configuration chosen at time of installation (I/O Addresses, Memory Addresses, Interrupt Request Line)
Netcom II release number

If your system has x25daemon running, as shown by the output of a ps -ef command, then the probable error is in configuration. Send us a copy of the /etc/packetnets file, as well as /usr/lib/x25/config/linkfile where "linkfile" is the name of the configuration file for that link as specified in /etc/packetnets.

At this point, we will almost certainly need to see a trace of the appropriate link:

tsgtrace -t | tee /tmp/trace.1

puts a trace in the file /tmp/trace.1.

Ensure that the trace shows us what does not work. If the problem occurs immediately, such as the link not starting up, then just run the trace. However, if you experience problems when you perform a certain function, then

start the trace
switch to another session and perform the function
switch back to the original session and stop the trace

Include as much information as possible with your original contact. This will help to ensure that your problem is solved as quickly as possible.

Once you have gathered this information, contact us.

Revision 1.1 (January 2002)