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You are here : Four Js technical FAQ > General > Contacting my support center

How to report an issue ?

How to report an issue ?

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Four Js has support centers located all over the world.
You can find their addresses, phone numbers and email addresses here.

You can contact them :
 

  • By phone
  • By email

When contacting support by email you should include sufficient  information to get a quick and efficient answer.
Below is a standard list of information and questions you must include in your email, depending on the product implied in the problem. The commands you need to use to find the information are also listed..
 

In all cases you will have to provide the following information ;
  * The name of  your Company
  * Your name
  * Your License Number : To get it, just run fglWrt -a info license when your environment is set.

Issue with Genero

  • Your Application Server Configuration:
    • The Operating System :

                      uname -a

    • The version of the Operating System :

                  Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

        • On AIX :      oslevel
        • On Linux :   vi /etc/redhat-release  or vi /etc/suse-release
    • 32 bits or 64 bits
    • The processor : Intel, Itanium, ...
  • Your Database Server:
    • The Operating System and its version (if different from the Application Server)
    • The name and the version of your Database Server 
    • The name and the version of your Database Client (if different from the Database Server)
  •  Your Genero Configuration:
    •  The version of Genero

                        fglrun -V

    • The name of the package you installed
             ex : fjs-fgl-2.10.01-build1138-lnxlc23.run
    • The name of the driver you are using
             ex : dbmoraA1x.so or dbmoraA1x.dll
  • Your problem:
    • Describe your problem as precisely as possible.
    • Send us the complete error message if you received one.
    • Send a short test case reproducing the problem.
      If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.

Issue with Business Development Suite

  • Your Application Server Configuration:
    • The Operating System :

                      uname -a

    • The version of the Operating System :

                  Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

        • On AIX :      oslevel
        • On Linux :   vi /etc/redhat-release  or vi /etc/suse-release
    • 32 bits or 64 bits
    • The processor : Intel, Itanium, ...
  • Your Database Server:
    • The Operating System and its version (if different from the Application Server)
    • The name and the version of your Database Server 
    • The name and the version of your Database Client (if different from the Database Server)
  • Your Business Development Suite Configuration:
    • The version of BDS

                       fglrun -V
                  If the name of your runner is not fglrun, you need to run:
                       <runner_name> -V
                       
    where <runner_name> is the name of your runner

    • The name of the package you installed
    • The runner you are using (dynamic or dedicated to a database)
    • The command you used to create your runner
    • The driver you are using if you are using a dynamic runner
    • The command you used to create your driver
  • Your problem:
    • Describe your problem as precisely as possible.
    • Send us the complete error message if you received one.
    • Send a short test case reproducing the problem.
      If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.

Issue with Genero Desktop Client and ActiveX

  • Your Application Server Configuration:
    • The Operating System :

                      uname -a

    • The version of the Operating System :

                  Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

      • On AIX :      oslevel
      • On Linux :   vi /etc/redhat-release  or vi /etc/suse-release
  • Your Business Development Suite Configuration:
    • The version of BDS                  
            fglrun -V
       If the name of your runner is not fglrun, you need to run:
            <runner_name> -V
           
      where <runner_name> is the name of your runner
    • The name of the package you installed
  • Your Client:
    • The Operating System
    • If the Operating System is Linux, then specify the window manager used and the exact name of the GDC package you have installed.
    • The version of the Genero Desktop Client :
          click on "about" at the bottom of the GDC window
    • If you are using the GDCAX or connection type is HTTP :
      • The version of your GAS
             gasd -V
      • the webserver type you are using (Apache, IIS...) and its version.
    • If the GDC crashes (.i.e:  the whole GDC ends unexpectedly with an error message, all the launched applications are forced to close) :
      • Attempt to record a log, and please play it in order to see if it reproduces the issue. If so, please send it to us, our debug tools should allow us to find the cause of the crash.
      • Send us the error message.
      • Send an export of your Microsoft Windows registry :
        • for GDC 2.20 and higher : HKEY_CURRENT_USER\Software\Four J's Development Tools\Genero Desktop Client
        • GDC < 2.20 : HKEY_CURRENT_USER\Software\Four J's Development Tools\GDC
    • If GDC doesn't crash (e.g : a cosmetic problem) :
      • Describe as precisely as possible the problem you are encountering. If there is an error message, please send it to us.
        Ideally, send us a test case that reproduces the issue, and screenshots showing your problem . If that is not possible, record a log, and play it in order to check if it's really duplicating the problem. If so, send it to us.

Issue with Genero  Web Services

  • Your Application Server Configuration:
    • The Operating System :

                      uname -a

    • The version of the Operating System :

                  Sometimes uname -a gives you the version of the Operating System, for other Operating Systems the command will  differ :

        • On AIX :      oslevel
        • On Linux :   vi /etc/redhat-release  or vi /etc/suse-release
  • Your Business Development Suite Configuration:
    • The version of BDS                   

                      fglrun -V

        If the name of your runner is not fglrun, you need to run:
            <runner_name> -V
            
      where <runner_name> is the name of your runner
    • The name of the package you installed
    • The runner you are using (dynamic or dedicated to a database)
    • The command you used to create your runner
    • The driver you are using if you are using a dynamic runner
    • The command you used to create your driver
    • The version of your Web Services:

                         fglwsdl -V

    • The version of your GAS:                      gasd -V
  • Your Web Services extension:
    • Which client are you using? (vendor name)
    • Which server are you using ? (vendor name)
    • For each of them tell how it has been created: from scratch, or using a tool
  • Your architecture and deployment:

     Describe:                

    • your architecture and deployment, for both sides - web services server and client.
    • your Web Server
    • your Application Server

               For example:
               client is a GWS client using GDC Front End without any proxy
               server is a GWS deployed through GAS and an Apache as web server.

 

  • Your problem:
    • Describe your problem as precisely as possible.
    • Send us your WSDL file.
    • Send us the debug information received when setting FGLWSDEBUG to 3 and reproducing the problem.
    • Send us the complete error message if you received one.
    • Send a short test case reproducing the problem.
      If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.


Issue with Genero Application Server and Genero  Web Client

  • Your Application Server Configuration:
    • The Operating System :

                     uname -a

    • The version of the Operating System :

                     Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

        • On AIX :      oslevel
        • On Linux :   vi /etc/redhat-release  or vi /etc/suse-release
    • The version of the GWC you installed:
             gasd -V
    • The configuration files :

                     as.xcf and external .xcf

  • The GASD logfile:

    You can find the GASD logfile in the "$FGLASDIR/log" directory.
    See information about this logfile in the User Guide of the Genero Application Server here.
    To get more precise and accurate information, set all the categories, log in a single file and choose xml format.

Example

<LOG>
  <OUTPUT Type="PATH">/work/tmp/log.xml</OUTPUT>
  <FORMAT Type="XML"/>
  <CATEGORIES_FILTER>GAS PROCESS HTTP VM SOCKET TASK TIMER WA JA LOG CONFIGURATION FT</CATEGORIES_FILTER>
</LOG>

        If you pass through a web server, you can send the web server logfiles also.

  • A test program:
A test case with the steps to reproduce the issue is the most efficient way to solve a problem.

Issue with Genero Studio

  • Your client side :
    • Operating System :  Windows (version and Service Pack) or linux (distribution and version of the kernel)
    • Genero Studio version
    • Version of Subversion (only for svn issues)
    • encoding in the preferences and LANG environment variable (if the problem is related to a file)
       
  •  Your current Genero configuration
    • FGL : version, Operating System  (in remote configuration)
    • GAS : version, Operating System (in remote configuration)
    • GDC : version, OS (if using GDC in remote configuration)
       
  • Your server configuration (if you are working with a remote configuration only)
    • Operating System Windows (version and Service Pack) or linux (distribution and version of the kernel)
    • Genero Studio version
    • Remote (mounting points) or local
    • Version of the ssh server
       

    Summary

    Here's a summary of the information needed for a support request.
    Before describing your issue, please provide the configuration and files for each product involved in the problem.

    FGL

    Application Server

    • OS name and version (uname -a / oslevel / distribution ...)32 or 64 bits, processor (Intel, Itanium...)
       
    Database Server
    • OS name and version (uname -a / oslevel / distribution ...)32 or 64 bits, processor (Intel, Itanium...)
    • database name and version
    • database client name and version
    Compiler / Runner
    • package name
    • fglrun -V
    • driver name

    Describe your issue as precisely as possible.

    BDL

    Application Server

    • OS name and version (uname -a / oslevel / distribution ...)32 or 64 bits, processor (Intel, Itanium...)
       
    Database Server
    • OS name and version (uname -a / oslevel / distribution ...)32 or 64 bits, processor (Intel, Itanium...)
    • database name and version
    • database client name and version
    Compiler / Runner
    • package name
    • fglrun -V
    • command used to create the runner
    • command used to create the database driver

    Describe your issue as precisely as possible.

    GDC / GDCAX

    Application Server / Web Server

    • OS name and version (uname -a / oslevel / ...)
    • Web Server name and version
    • fglrun -V
    • gasd -V

    Client

    • OS name and version (uname -a / oslevel / ...)
    • Windows manager
    • package name
    • GDC / GDCAX version
    • GDC log
    • screenshots
       

    Describe your issue as precisely as possible.

    GWS

    Application Server

    • OS name and version (uname -a / oslevel / ...)
    • fglrun -V
    • fglwsdl -V
    • gasd -V
       

    Web Service

    • server name and version
    • client name and version
    • server and client: how each was created - from scratch, or using a tool
    • wsdl file
    • debug output (using FGLWSDEBUG=3)
       

    Describe your issue as precisely as possible.

    GAS

    Application Server / Web Server

    • OS name and version (uname -a / oslevel / ...)
    • Web Server name and version
    • package name
    • fglrun -V
    • gasd -V
    • as.xcf and external .xcf
    • GAS log
    • web server log
       

    Describe your issue as precisely as possible.  

    GST

    The client side

    • OS name and version (uname -a / oslevel / ...)
    • GST version
    • Version of Subversion (only for svn issues)
    • encoding in the preferences and LANG environment variable (if the problem is related to a file)
       

    The Genero configuration

    • fglrun -V
    • gasd -V
    • GDC version
       

    The Server

    • OS name and version (uname -a / oslevel / ...)
    • GST version
    • Remote (mounting points) or local
    • Version of the ssh server
       

    Describe your issue as precisely as possible. 

Last update: 2011-01-05 11:28 GMT


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