If you are unable to resolve your problem using the topics in the Troubleshooting chapter or the rest of the User Guide, contact NetIQ Technical Support.
|
Telephone |
713-418-5555 In North, Central, and South America, and in the Caribbean |
|
Support |
www.netiq.com/support/vd Provides a complete list of support phone numbers, as well as access to the NetIQ Knowledge Base and Technical Support |
|
Registration |
In many cases, Technical Support personnel ask you to gather certain files from your computer to determine the sort of problem you are experiencing. Vivinet Diagnostics 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 Technical Support personnel, who can find a quick solution. For example, it collects configuration and trace files, log files, and the assert.err and drwatson files from the directories where they are written.
After it builds a list of files, it zips them within a directory created during product installation. You can then FTP the ZIP file to Technical Support.
To run GanyPS, type the following at a command prompt in the directory where you installed Vivinet Diagnostics:
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 FTP site. A Technical Support representative will supply a URL.