If you are unable to resolve your problem using the topics in the Troubleshooting chapterHelp, contact NetIQ Technical Support.
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Telephone: |
713-418-5555 In North, Central, and South America, and in the Caribbean |
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Support: |
www.netiq.com/support/va/phone.asp Provides a complete list of support phone numbers, as well as access to the NetIQ Knowledge Base and Technical Support |
In many cases, Technical Support personnel will ask you to gather certain files from your computer that are needed to determine the sort of problem you are experiencing. Vivinet Assessor includes a tool that automates that procedure for you.
Gany Problem Sleuth (GanyPS) collects pertinent data for problem determination and uses FTP to send it directly to NetIQ Technical Support.
GanyPS builds a list of files and zips them within a directory created during product installation. Next, GanyPS attempts to FTP the .zip file to the Support Team. You are notified when the FTP operation has succeeded.
To run GanyPS, enter the following at a command prompt in the directory where you installed Vivinet Assessor:
ganyps filename [-t ftp_site]
The usage is as follows:
filename: When you contact Technical Support, you should receive an incident number, expressed as the filename to enter here.
-t ftp_site: Specifies an alternative FTP site. The default is ftp://web.ganymede.com/.