Before Calling Technical Support

Before you call technical support, complete the following steps:

1. Ensure that the most recent releases, patches, modem scripts, drivers, and other software have been obtained from one of the following sources:
   • WWW location http://support.novell.com
   • WWW location http://labs.novell.com
   • WWW location http://labs.novell.com/wan (for driver support)
   • WWW location http://ftp.novell.com (for retrieving patches)
   • CompuServe* (Enter GO NOVELL.)
   • Novell Support Connection Library CD-ROM (Call 1-800-377-4136 to order in the U.S. and Canada. In all other locations, call 888-321-4272.)

2. Read the README files and Release Notes for information about known product limitations and bugs. The README files can be viewed from the SETUP menu during installation. They can also be printed from the Install directory on the CD-ROM.
3. Examine the contents of the following configuration and log files:
   • STARTUP.NCF
   • SYS:SYSTEM\AUTOEXEC.NCF
   • SYS:ETC\CONSOLE.LOG
   • SYS:ETC\NETINFO.CFG (Do not manually edit this file!)
   • SYS:SYSTEM\INSTALL.LOG

   Examining these files should help you to identify network configuration errors. If you need to call technical support, run CONFIG.NLM, which will automatically redirect these files to SYS: SYSTEM\CONFIG.TXT. Also, having a network map or drawing enables the technical support staff to examine the entire configuration and the surrounding environment.

4. Examine the contents of the CONFIG command by performing the following actions:
   • Log in to the router from a workstation using RCONSOLE. Refer to RCONSOLE for more information about RCONSOLE.
   • Enter CONFIG at the console prompt.

   NOTE:  To print the file, redirect the output to a printer by pressing Shift+PrintScrn .