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

• Reporting a new problem
• Finding information for an existing problem

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).

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 you may be contacted
• 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

(provided by your Cygnus representative)
• Your site name

• New Case (for details, see Reporting a new problem)
• Query Case (for details, see Finding information for an existing problem)
• Add Notes (for details, see Finding information for an existing problem)
• Find Solutions (for details, see Finding information for an existing problem)
• Profile (for details, see Finding information for an existing problem)
• 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 and Figure 3)

Reporting a new problem

1. Click on New Case to create a new reported problem case (see Figure 2 for the page that appears).
Figure 2: New Case web 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.

Finding information for an existing problem

• 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 Select column 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.

• Click on Add Notes to add additional data to an existing case in our database.

• Click on Find Solutions to search for problem solutions in the 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.

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

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