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How to submit a product support request

We need your help in order to  answer your question or resolve your issue in an efficient and timely manner.

A support request can be submitted in one of two ways:

There is no effective difference between the two methods. You will receive an automated response email within a few minutes to confirm receipt of your request. Our normal business hours are Monday to Friday, 8:30AM to 5:30PM US ET, excluding holidays. Support requests received outside our normal business hours will be addressed at the start of our next business day.

If the problem is critically impacting your production system, call our 24 X 7 Support Hotline at (+1) 603-546-7585. The system will record your problem report and callback telephone number, then notify our on-call staff to return your call. You should follow up your telephone call with a normal web or email support request including complete details of your issue. Do not call the hotline for issues that are not 'production critical'.

Information We Need in Order to Help

Just telling us that something “doesn’t work” does not provide enough information for us to solve a problem. Please be specific:

  • What were you attempting to do?
  • What was the expected result?
  • What was the actual result?

Please provide the following details relevant to your question or issue. This reduces delays incurred when we have to request missing information:

  • The name and version of the product
  • The urgency of the issue -- is it a production problem?
  • A detailed description of the issue, including the events leading up to the initial occurrence
  • The frequency of occurrence: did it just happen once or is it still occurring; can it be reproduced at will?
  • Any recent changes to the environment -- other software updated?
  • Any coincidental system events -- e.g., disk was full, network was down, etc.
  • Any error messages displayed
  • Screenshots, when appropriate
  • Any log files produced
  • Any diagnostic logs ("dumps")
  • Any 'saveabend' files
  • Any configuration files -- startup files, etc.

Product-Specific Files

If the problem is relevant to a specific service you’ve implemented (‘Server’ products) or are using (‘Client’ products), also include:

  • SOAPam Server
    • Service Definition File (.sdf)
  • SOAPam Client
    • Client Definition File (CDF)
  • LightWave Server
    • Dictionary export file (.xml)
    • API definition export file (.json)
  • LightWave Client
    • API definition export file (.json)

Determining the Product Version

Use the NonStop VPROC utility to find the NuWave product version:

tacl> VPROC <object-file>

where <object-file> is the runnable binary file in the product installation subvolume, like SOAPAM, SOAPAMCP, CLIENT, SERVER, CONSOLE, etc.  Copy and paste the VPROC output to your support request.

Sending Saveabend Files (ZZSA files)

Saveabend files can be quite large and transferring them can be problematic. For best results, use the NonStop PAK utility to pack the file(s):

tacl> PAK -split 20M zzsapak, ZZSAnnnn, LISTALL

Where ZZZSAnnnn is the name of the saveabend file found in the product installation subvolume. If more than one saveabend file has been generated for the same problem, we typically only need one example.

The split option will create multiple pak file segments if the resulting file would be larger than 20 megabytes, which is the largest single file size our Support Center system can handle. Download the ‘zzsapakn’ file(s) from your NonStop system to your personal computer and attach it (or them, separately) to your support request. Be sure to use binary file transfer when you download the files.

Sending Other Files

We recommend ZIP-ing (compressing) the files into a single archive and attaching to your support request.  If you merely paste file contents into the body of your message or email, formatting issues can make the content difficult or impossible for us to interpret.

Choose files or drag and drop files
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