Q:
AIX SUPPORT FAMILY
OS & LVL:4.3.2
M/T OR Model:43p
Description:installing nways campus mgr;unable bring up the license
screen
Caller Name: Micheal
Problem: Customer said he has NM for AIX V2. He is having a problem
installing the product .... did not go into details due because
of no experience with the product.
Action Plan: Requeuing the problem to Raleigh for version 2 support.
Contact Micheal at t/l55377691
Satus: Open to the next level of support.
A:
Discussed the call with Tim .... sending it to axlan.
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _40__ mins.
Customer installed Nways AIX V2 on AIX 432 system but did not have
chance to enter license key(Suite) during install.
Running "i4blt" shows that license server is running but does not get
window of the license tool.
The i4blt -ll shows the Try-N-Buy install of Nways.
THe i4llmd process is running.
Research and call customer back with recommendation.
Q:
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _60__ mins.
Customer did not get license prompt during install of Nways V2(AIX)
and now wondering how to enter keys.
Researched, called development and received process steps to start the
key registration process.
I called and left message for customer to callback for recommended
steps.
Customer called back and I stepped him through the steps for Suite
key installation.
Assuming license server is running:
1) cd /usr/CML/bin
2) ls *.sh
3) depending on which license to register, execute the program
by name as follows: ./41L1038 -P /etc
This brings up the prompt for the customer number and key information.
The process stores a ".ecf" file in /etc.
4) /var/ifor/i4blt -a -f /etc/4111038_2_0_N.ecf -R -u -T xxxx
where xxxx is number of nodes to manage.
CUstomer succeeded with this process and now the product has
been properly license registered.
One other question from the customer is regarding documentation.
Is no the DTEXT documentation part of the product?
It appears not, but research and call customer back with info, OR,
email to : pascoe@us.ibm.com
Q:
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _75__ mins.
Researched Acrobat docs setup.
From the CDROM, installed Acrobat and from the NV registration files
built softlink from /usr/bin/acrobat to the installed shell script
/usr/lpp/Acrobat3/bin/acroread to allow starting of appropriate doc
from the NV HELP button.
Sent email to customer describing this process. Indicated that the
problem would be considered resolved if no response back by tomorrow
(Friday, 7/23).
PMR can be closed EOD, Fri 7/23.
Q:
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _60__ mins.
Customer responded back with email indicating that the recommended
action did provide access to the PDF docs. However, the Element Mgr
User Guide and one other did not seem to be present.
Research and provide response to customer.
Q:
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _40__ mins.
The Nways V2 install placed PDF files in /usr/CML/books directory for
Element Mgr Users Guide among others. The recommendation previously
provided to customer resolved getting PDF files properly registered
in NV Help pulldown but did not address the Element Mgr User Guide.
I sent an updated lnmbase.reg file to include a menu item for this
book as well to the customer via email.
I copied defect support on the missing registration for this doc.
Waiting for customer response for status update.
Q:
A:
Forwarded recommendations for product corrections for doc access to
development and defect support group.
Q:
A:
-HAYS, DO -FORMAT 0973-L10R/-------P3S3-99/01/01-01:01--FI
Support Line: _150_ mins.
Research of problem of getting access to "Device Management User Guide"
revealed that the documentation referred to in the Nways Install Guide
is available on the mgmt platform but in HTML format rather than
Acrobat format. For accessing the "Device Management" documentation,
from an open JMA window of any device, select the "Help" pull-down
which will open the appropriate web browser to the page for the
desired documentation.
I emailed customer this information as well as a phone message. I asked
customer to respond back if he continued to have a problem accessing
the desired documentation and, if no response in a few days, the PMR
could be closed.
Q:
A:
We regret to report at this time that NWAYS is no longer supported.
However, we will keep this PMR open until 8/10/99 in an attempt to find
a Specialist with any possible resolutions for you.
We apologize for the inconvenience.
Scarlette L. Potts, WWQ&A/RETAIN Coordinator, WSC-G'burg 8-372-8118
Q:
A:
My apologies for yesterday's note. The NWAYS products are still being
supported. A product Specialist will assist you soon.
Again, my apologies for any inconvenience this may have caused.
Thank you for your patience.
Scarlette Potts, DBA-Gaithersburg, MD
(301) 240-8118 or t/l 372-8118
Q:
IBM Feedback:
Per recommendations given for accessing documentation and no further
customer response to requests for callback for further assistance,
problem assumed resolved. PMR closed.
S e a r c h - k e y w o r d s:
ecf acrobat CML
WWQA: ITEM: RTA000158165 ITEM: RTA000158165
Dated: 08/1999 Category: NWAYSAIX
This HTML file was generated 2000/11/30~13:34:11
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