How to report problems

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How to report problems

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):

`http://support.cygnus.com`

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.

- Submitting a support request
- Finding information for a support request

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.

`http://support.cygnus.com`

The Welcome page displays (see Figure 1).
Figure 1: Welcome!!! page for Cygnus Web Support site

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).
Figure 2: New Caseweb page
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.

Figure 3: Changing your profile for updating the Cygnus Web Support database

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