Process Software provides technical support if you have a current Maintenance Service Agreement. If you obtained MultiNet from an authorized distributor or partner, you receive your technical support directly from them.
You can contact Technical Support by:
• Sending electronic mail (see the section Sending Electronic Mail).
• Calling the Technical Support Specialist (see the section Calling Technical Support).
• Faxing a description of your problem to the Technical Support Group (see the section Contacting Technical Support by Fax).
Before you call, or send e-mail or a fax, please:
1 Verify that your Maintenance Service Agreement is current.
2 Read the online Release Notes, available either in BookReader format or in SYS$HELP:MULTINETnnn. RELEASE_NOTES (nnn) is the current MultiNet software version installed on your system.
3 Have the following information available:
– Your name
– Your company name
– Your e-mail address
– Your voice and fax telephone numbers
– Your Maintenance Agreement Number
– OpenVMS architecture
– OpenVMS version
– MultiNet layered products and versions
4 Have complete information about your configuration, error messages that appeared, and problem specifics.
5 Be prepared to let an engineer connect to your system either with TELNET or by dialing in using a modem. Be prepared to give the engineer access to a privileged account to diagnose your problem.
You can obtain information about your OpenVMS architecture, OpenVMS version, MultiNet version, and layered products with the MULTINET SHOW /LICENSE command. For example:
$ MULTINET SHOW /LICENSE
Process Software MultiNet V5.1, VAXstation 4000-90, OpenVMS VAX V7.1
In this example:
• The machine or system architecture is VAX.
• The OpenVMS version is V7.1.
• The MultiNet version is V5.1
You can use the following table as a template to record the relevant information about your system.
|
Required Information |
Your System Information |
|
Your name | |
|
Company name | |
|
Your e-mail address | |
|
Your voice and fax telephone numbers | |
|
System architecture |
VAX | Alpha |
|
OpenVMS version | |
|
MultiNet version | |
|
MultiNet optional software components: - MultiNet NFS Client- MultiNet NFS Server- MultiNet Secure/IP Client- MultiNet Secure/IP Server- TCP/IP applications- Online documentation- MultiNet Programmer’s Kit |
Installed? Yes | NoInstalled? Yes | NoInstalled? Yes | NoInstalled? Yes | NoInstalled? Yes | NoInstalled? Yes | NoInstalled? Yes | No |
For many questions, electronic mail is the preferred communications method. Technical support via electronic mail is available to customers with a current support contract. Send electronic mail to support@process.com
At the beginning of your mail message, include the information listed in section Before Contacting Technical Support. Continue with the description of your situation and problem specifics. Include all relevant information to help your Technical Support Specialist process and track your electronic support request.
Electronic mail is answered Monday through Thursday from 8:30 a.m. to 7:00 p.m., and on Friday from 8:30 a.m. to 5:00 p.m. United States Eastern Time.
For regular support issues, call 800-394-8700 or 508-628-5074 for support Monday through Thursday from 8:30 a.m. to 7:00 p.m., and on Friday from 8:30 a.m. to 5:00 p.m. United States Eastern Time.
For our customers in North America with critical problems, an option for support 7 days per week, 24 hours per day is available at an additional charge. Please contact your account representative for further details.
Before calling, have available the information described in Before Contacting Technical Support. When you call, you will be connected to a Technical Support Specialist.
Be prepared to discuss problem specifics with your Technical Support Specialist and to let that person connect to your system.
If a Specialist is not immediately available, your call will be returned as soon as possible.
You can send fax transmissions directly to Technical Support at 508-879-0042.
Before faxing comments or questions, complete the steps in Before Contacting Technical Support and include all your system information at the beginning of your fax message. Continue with the description of your situation and problem specifics. Include all relevant information to help your Technical Support Specialist process and track your fax support request.
Faxed questions are answered Monday through Thursday from 8:30 a.m. to 7:00 p.m., and on Friday from 8:30 a.m. to 5:00 p.m. United States Eastern Time.
Extensive information about MultiNet is provided in the MultiNet help library. For more information, use the following command:
You can obtain an updated list of frequently asked questions (FAQs) and answers about MultiNet products from the Process Software home page located at http://www.process.com/techsupport/multinet.html.
Process Software maintains two public mailing lists for MultiNet customers:
• Info-MultiNet@process.com
• MultiNet-Announce@process.com
The Info-MultiNet@process.com mailing list is a forum for discussion among MultiNet system managers and programmers. Questions and problems regarding MultiNet can be posted for a response by any of the subscribers. To subscribe to Info-MultiNet, send a mail message with the word "SUBSCRIBE" in the body to Info-MultiNet-request@process.com. The information exchanged over Info-MultiNet is also available via the USENET newsgroup vmsnet.networks.tcp-ip.multinet.
You can retrieve the Info-MultiNet archives by anonymous FTP to ftp.multinet.process.com. The archives are located in the directory [INFO-MULTINET].
You can also find the Info-MultiNet archives on the MultiNet consolidated CD-ROM in the [CONTRIBUTED-SOFTWARE.LIST-ARCHIVES.INFO-MULTINET] directory.
The MultiNet-Announce@process.com mailing list is a one-way communication (from Process Software to you) used for the posting of announcements relating to MultiNet (patch releases, product releases, etc.). To subscribe to MultiNet-Announce, send a mail message with the word "SUBSCRIBE" in the body to MultiNet-Announce-request@process.com.
Electronic support is provided through the Process Software World Wide Web server, which you can access with any World Wide Web browser; the URL is http://www.process.com (select Customer Support).
Process Software provides software patches in save set and ZIP format on its anonymous FTP server, ftp.multinet.process.com. For the location of software patches, read the .WELCOME file in the top-level anonymous directory. This file refers you to the directories containing software patches.
To retrieve a software patch, enter the following commands (note that the first command is shown on two lines using the continuation character):
$ MULTINET FTP /USERNAME-ANONYMOUS /PASSWORD="emailaddress" FTP.MULTINET.PROCESS.COM
A message welcoming you to the Process Software FTP directory appears next followed by the FTP prompt. Enter the following at the prompts:
FTP>CD [PATCHES.MULTINETnnn]
FTP>GET update_filename
• emailaddress is your e-mail address in the standard user@host format.
• nnn is the version of MultiNet you want to transfer.
• update_filename is the name of the file you want to transfer.
To transfer files from Process Software directly to an OpenVMS system, you can use the GET command without any other FTP commands. However, if you need to transfer a software patch through an intermediate non-OpenVMS system, use BINARY mode to transfer the files to and from that system.
In addition, if you are fetching the software patch in save set format, make sure the save set record size is 2048 bytes when you transfer the file from the intermediate system to your OpenVMS system:
• If you use the GET command to download the file from the intermediate system, use the FTP RECORD-SIZE 2048 command before transferring the file.
• If you use the PUT command to upload the file to your OpenVMS system, log into the intermediate system and use the FTP quote site rms recsize 2048 command before transferring the file.
The following example shows how to use the UNZIP utility, assuming you have copied the appropriate version of UNZIP.EXE to your current default directory.
$ UNZIP := $SYS$DISK:[]UNZIP.EXE
$ UNZIP filename.ZIP
Use VMSINSTALL to upgrade your MultiNet system with the software patch.
The Defense Data Network (DDN) Network Information Center (NIC) has collected extensive online archives of information useful to TCP/IP network designers and managers. Of particular interest are the Internet RFCs (Requests For Comments) that detail (among other things) the protocol standards for the TCP/IP protocol suite.
The MultiNet consolidated distribution CD-ROM contains copies of the Internet RFCs in the RFCs directory.
For a list of supported RFCs and information on obtaining them if your MultiNet distribution is on tape, invoke the following command:
Examples in this guide use the following conventions:
|
Convention |
Example |
Meaning |
|
Bold text |
YES |
Represents user input in instructions or examples. |
|
Bold, uppercase Courier text |
RETURN |
Represents a key on your keyboard. |
|
Bold Courier text with a slash |
Ctrl/A |
Indicates that you hold down the key labeled Control or Ctrl while simultaneously pressing another key; in this example, the "A" key. |
|
A vertical bar within braces |
{ ON | OFF } |
Indicates a list of values permitted in commands. The vertical bar separates alternatives; do not type the vertical bar in the actual command. |
|
Italicized text |
file_name |
Represents a variable or placeholder; introduces new terminology or concepts; emphasizes something important; represents the title of a book or publication. |
|
Square brackets |
[FULL] |
Indicates optional choices; you can enter none of the choices, or as many as you like. When shown as part of an example, square brackets are actual characters you should type. |
|
Underscore or hyphen |
file_name or file-name |
Between words in commands, indicates the item is a single element. |
