Reporting Problems
If you encounter a bug problem, you can report it directly through the Enterprise Manager. The activities of the Enterprise Manager are recorded in a log file and when the bug is reported, the log file will be gathered and attached to the reporting email. These problems refer only to the Enterprise Manager itself; other problems relating to the SAM or LSAM should be reported in the normal way to the SMA Technologies support team.
To report an EM bug:
Before actually gathering the log files and recording the details of the problem, it is useful to set tracing on then re-produce the bug. To set tracing on, go to the Enterprise Manager menu and select Preferences. In the Preferences dialog, select Enterprise Manager then set the Logging Level to TRACE. Click Apply then click OK. Once TRACE has been set in the Logging Level, re-produce the bug then follow the steps below to forward all the necessary information to report the bug to the support team.
Double-click on Report Problem under the Support topic. The Report Problem dialog displays with Enterprise Manager radio button selected by default.
You can also report a problem experienced with Enterprise Manager by going to the Enterprise Manager Help menu, clicking on About OpCon Enterprise Manager, and selecting Report Problem. You would then proceed with Step 2 below.
Click the Next button to advance to the Choose Method screen.
Proceed with one of the two procedures below, depending upon the selection made to report the problem.
If Save logs as an archive on my computer is selected:
a. Click the Finish button to save the file. The Save As dialog displays. b. Select the file location and click the Save button. c. Send an email to support@smatechnologies.com. d. Attach the archive log or the zip file containing the archive logs.
If Send logs by email with a description of the problem is selected:
a. Click the Next button to advance to the Email settings screen. b. Enter the relevant information in the SMTP server text box . c. (Optional) Enter a valid user and password in the appropriate text boxes if the Use SMTP Authentication checkbox is selected. d. Click the Next button to advance to the Description screen. e. Enter the correct email addresses in the To and From text boxes . f. (Optional) Add another recipient's email address in the CC text box. g. Enter a subjectthat describes the problem. h. Click on the Message tab. i. Enter the problem description(s). j. (Optional) Click on the Attachments tab. The log files will already be attached to the email. k. (Optional) Click the Attach File button if additional information needs to be attached. l. Locate the file. m. Click the Open button. n. Click the Next button to send the email. o. Click the Finish button to complete the problem report process and to close the dialog.