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, by mail or e-mail.

The Software Group support is given to individual installations of The Software Group software products, identified by their software Serial Numbers. Be prepared to identify your product by Serial Number when calling The Software Group for support. The Software Group hardware is warranted against defect for 1 year from purchase. Included with the purchase of your SyncServer 1000 The Software Group provides 30 days installation and product support. Extended support contracts are available. Support contracts include free software updates, problem resolution and technical support.

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.
The operating system with version number.
The synchronous adapter installed
The SyncServer 1000 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.

Support may also 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 is running when the problem occurs. 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 6.3.0 (April 2004)