How to report problems
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How to report problems
Customers who have problems installing or using GNUPro Toolkit software can connect to the Cygnus Web Support site (using the following URL in their Web browser’s address/location dialog box):
    http://support.cygnus.com
For documentation discussing the means to report problems, see Accessing Cygnus Web Support to report problems.
See Finding information for an existing problem for updating any previously reported problem.
This documentation serves only as a guide and it is not meant to supercede the more updated Help documentation for the Web Support site.
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

To report problems and get solutions to problems that you have with GNUPro Toolkit, see the following documentation.
Use the following instructions to access Cygnus Support’s website.
    1. Connect with Cygnus Web Support.
    2. Provide details about the problem for Cygnus Web Support’s database.
    3. Use the links included in the navigation bar on the left side of the page to perform any of the following Cygnus Web Support activities.

Submitting a support request

Use the following instructions to submit a support request, once you have a valid ID established.
    1. Click on New Case to create a new reported problem case (see Figure 2 for the page that appears).
    Figure 2: New Caseweb 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.
    2. Click on Use This Site ID button to specify a product that needs resolution.
    3. Select a product from the list and then click on Create Case for One of the Following Product IDs: button.
    4. A new page appears. Click on Yes or No to specify a problem report case’s confidentiality.
    5. Type a brief description of the case in the Case Title field.
    You can enter up to 80 characters in this field.
    6. Select a case type from the Type drop-down menu that best describes the case.
    7. Select a customer severity level from the Severity drop-down menu that best describes how severe you view this problem.
    8. Select a case priority level from the Priority drop-down menu that best describes the priority of this case to Cygnus.
    9. Type a complete description of your case in the Problem Description field.
    Use the scrollbars to scroll text in this field. You can add up to 30K of text in this field. Once you have selected the part by selecting its radio button, select the Create Case for One of the Following Product IDs: button and you will move on to the next page.
    10. Click on the Create Case button to create the case in the Cygnus Web Support database.
    After you create your case, the Case Details page displays, which includes the Case ID number that the support database assigns to your case.
    11. Clear the input fields on the New Case page, using the Clearbutton.
    To create a new case for a different site and/or part, click the New Case link in the navigation bar; then use the previous instructions.

Finding information for an existing problem

The following documentation discusses the other features for the Cygnus Web Support site.
See Figure 3  for updating any problem that you previously reported.
Cygnus has a database for the problems to help in determining when they developed, tracking a problem’s case from its first report through its analysis and resolution. This data also correlates with other tools and parts as well as to other corresponding problems.
    You may examine problem cases in the Cygnus Web Support database, searching by solution ID or by entering keywords and/or a key phrase. There are options on this page enabling you to control how your search works.
    At this point, view a problem case’s details, check its status, add notes or close a problem.
    The search will provide a list of the current problem cases in the Cygnus Web Support database.
    Closing a case brings the problem to its resolution.
    Figure 3: Changing your profile for updating the Cygnus Web Support database
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