How to Submit a Product Support Request

Modified on Thu, 23 Nov 2023 at 11:41 AM

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 you have a issue that is critically impacting a production application, use this link to learn about urgent support.

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
  • If you are experiencing an issue with the browser management interface, include the browser type and version.
  • 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.

When sending logs, please send the entire log as an attachment to your ticket. If you send a fragment of the log in your request, we won't be able to use our log analysis tools to help research your issue.

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.

Determining the Browser Management Interface Version

The latest versions of our products include the user interface version in the home page HTML code. To determine the version:

  • For LightWave products, navigate to any Console page
  • For SOAPam Server, navigate to the Control Panel home page

In the browser window, right click and select "view page source" or the equivalent for your browser. In the <html/> tag, the following attribute will be present and will contain the version VPROC.

  • For LightWave products: data-lw-console-vproc
  • For SOAPam Server: data-control-panel-vproc

If you are running an older release and the attribute is not present, please note that in your support request.

Sending Saveabend Files (ZZSA files)

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

tacl> PAK 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.

If the PAK file is too large to send via email or upload to the help center, upload the file to our support FTP server using the instructions in the article:

How to upload files to our support FTP server

Be sure to use binary file transfer when you upload or download the PAK file. Please notify us when the file has been uploaded.

How to Send 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.

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