| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 1163.1 | | 29067::BUTTERWORTH | Gun Control is a steady hand. | Mon Jan 22 1996 15:26 | 8 |
| I suspect a configuration issue. The event scanning and triggering
works just fine but it is also the most difficult to setup and it's easy
to make a mistake. It would help to know the steps you performed to
make your event trigger and what interface you were using to report
that event. You can alos export your database and post the reult here.
REgards,
Dan
|
| 1163.2 | Hold on just a second... | 10529::WHITE | Surfin' with the Alien | Mon Jan 22 1996 17:16 | 48 |
| But I thought that is what 'verify' is for?
This product was 'thrown over the wall' at the customer and he
just wants help understanding what he needs to do to make it work.
>> The event scanning and triggering works just fine but it is also the most
>> difficult to setup and it's easy to make a mistake
The customer believes otherwise....or would like to anyway...I sat with him
and it looked pretty straight forward to me, we used the DECwindows interface
and created the event...all we are trying to do is capture a literal string
from an opcom message, we believe our setup to be OK because we can connect
to the console...we created an event that did not work untill we restarted the
product...and then only after some time....so we decided to delete the event
and start over...we followed the same steps but it would not work the second
time at all.
This customer has also spent a lot of time on the phone talking to Colorado
Springs but the support person was. quote: 'talking over my head'. I have been
pulled in to help get this thing to work.
I see in this notes file that there are various patches that need to be applyed.
I would like some help understanding what those patches are and in what order
they need to be applyed. We were very 'anal' about creating the events per
the printed documentation, and have seen it work once.
The problem is not that 'we might be making a mistake and it's difficult to
do'...the *bigger* problem is that this customer wants to 'bet his business'
on this product and at this point, it appears unreliable and we need to
figure out why, if it's something we did or if it's something about their
environment...it's not enough just to fix the problem, we have to identify
what the problem is.
Our first step is to start from scratch and make sure that we are running the
the latest and greatest with all of the patches applied.
If we can then reproduce the problem, we will then do our best to post whatever
it is that you need to diagnose the problem.
Again, at this point, if you folks could just bare with us and tell us what
version of PCM with what patches we should be running. We will then reinstall
from scratch. After that, when/if we reproduce the problem, I will post
whatever you need us to post here.
Thanks,
-Stephen
|
| 1163.3 | | 29067::BUTTERWORTH | Gun Control is a steady hand. | Tue Jan 23 1996 14:06 | 79 |
| >>> The event scanning and triggering works just fine but it is also the most
>>> difficult to setup and it's easy to make a mistake
>The customer believes otherwise....or would like to anyway...
This tell me a lot right here. Why is he so bent on proving that it
doesn't work??!
>I sat with him and it looked pretty straight forward to me, we used the
>DECwindows interface and created the event...all we are trying to do is
>capture a literal string from an opcom message, we believe our setup to
>be OK because we can connect to the console...
Two different things here. Being able to connect to the console and
triggre and event are two distinct issues. When I said configuration
issue I was referring to the event->scan-profile->filter setup.
>we created an event that did not work untill we restarted the product...
>and then only after some time....so we decided to delete the event
>and start over...we followed the same steps but it would not work the
>second time at all.
>This customer has also spent a lot of time on the phone talking to Colorado
>Springs but the support person was. quote: 'talking over my head'. I have
>been pulled in to help get this thing to work.
Well, I work at the Colorado Support center and I would like to know
who the customer his and his access number so I can look at the call
and determine what he was told.
>I see in this notes file that there are various patches that need to be applyed.
>I would like some help understanding what those patches are and in what order
>they need to be applyed. We were very 'anal' about creating the events per
>the printed documentation, and have seen it work once.
None of the patches have a thing to do with the products ability to
scan for event strings and tigger events. You do want to apply ECO1
which is obtainable from TIMA or the latest CONDIST.
>The problem is not that 'we might be making a mistake and it's difficult to
>do'...the *bigger* problem is that this customer wants to 'bet his business'
>on this product and at this point, it appears unreliable and we need to
>figure out why, if it's something we did or if it's something about their
>environment...it's not enough just to fix the problem, we have to identify
>what the problem is.
And a lot of customers use this product in Mission Critical
environments. As a matter of fact 95% of the Mission Critical support
contract custromers with OpenVMS systems are using VCS or PCM.
>If we can then reproduce the problem, we will then do our best to post whatever
>it is that you need to diagnose the problem.
If you would do this now I can probably save you lots of time and thats
my point!!! I'll be glad to help you if you will show me whats been
done. The customer is welcome to log another call and ask for dial-in
support - no problem - we do it all the time. The event notification
setup generates more support calls than any other part of the product.
>Again, at this point, if you folks could just bare with us and tell us what
>version of PCM with what patches we should be running. We will then reinstall
>from scratch. After that, when/if we reproduce the problem, I will post
>whatever you need us to post here.
Well we are trying to help you which is why we asked for the database
export. I'm trying to save you some time and avoid you having to
reinstall everything as it's more than likely not going to buy you
anything. I can relate to your thinking as many times one has to start
from scratch but in this case it's more than likely not going to help.
Again, put on ECO1 for V1.6. The other patches mentioned here are
"field test" versions of the next ECO and I think it best that you sit
tight at the ECO since this is a new site and your having pain with the
initial setup.
Regards,
Dan
|
| 1163.4 | | 10529::WHITE | Surfin' with the Alien | Wed Jan 24 1996 15:13 | 23 |
| >This tell me a lot right here. Why is he so bent on proving that it
>doesn't work??!
Hey the guy is having one heck of a time here...bought the product some time
ago and still can't get it working on his own, being that he will be
responsible for the effectiveness of the tool, he wants to own any problem
solving...perfectly understandable sentiment.
We will leverage CS again when the time comes.
>Well we are trying to help you which is why we asked for the database
>export. I'm trying to save you some time and avoid you having to
>reinstall everything as it's more than likely not going to buy you
>anything. I can relate to your thinking as many times one has to start
>from scratch but in this case it's more than likely not going to help.
Sorry. But we feel like it's time to start over, we will re-install the
product and apply ECO1 and go from there. This is something the customer
wants to do.
thanks for you help,
-Stephen
|