FAQ: Run eSupport Diagnostic

New Wizard Interface

Over the last decade the eSupport Diagnostic Wizard user interface has changed as the executable adapts to changes made by Microsoft to Windows® systems. It remains a Windows® “wizard” style, in screen center, with the same icon at right above, but has a new “look & feel” with a simpler (but more comprehensive) procedure for describing the software environment and any problems. However, as prior editions remain in the field, if the Welcome page displayed does not look like the capture below then see this page.

Welcome Page

When the wizard starts its initial page only explains that, to be useful, it must be run under the Syscob application user logon (and not “Run as administrator”). It is critical that eSupport “sees” the Windows® context as the user sees it! The Welcome page looks like this:

[click any capture to open it at full size in a new browser tab or window]

Should this support tool be executed by an IT support staff member, or via a remote logon, be sure that the normal logon employed by the user to run Syscob applications encountering any issue be used to run this wizard. When that is not the situation then press the Cancel button (and confirm the abort) to exit the wizard. Switch to the Syscob user logon and then re-run the eSupport Diagnostic Wizard. Only press Next when in the normal Syscob user environment.

Issues Page

In Step 2 there is a choice for describing how the problems seen by the user arise: either press the large Issues Wizard button, to be guided through some simple choices, or type a brief description into the Description of Issues box:

However, until a problem description exists the Next button will not be enabled to continue submission of a support request.

Using the Issues Wizard

When the Issues Wizard button is clicked a new Issues Description Wizard window [icon at right] will open. The first page shows the security domain, computer name and user name (that define the Windows® context where the issues were seen) and asks whether this is a new, versus an existing and previously working, “seat” for Syscob application access:

Only when one of the choices is ticked will the Next button become enabled to allow proceeding to the next wizard page.

In the sample above the issue was not associated with an error dialog, so NO is ticked. When a dialog was presented tick YES and enter the Dialog Text message it provided. Also indicate whether the dialog had a Details button and, when it did, what Error Number and Line Number were displayed when that button was pressed. Indication of either no dialog or providing its content will enable the Next button.

As the Internet and email are inherently unreliable issues are likely to be associated with Secure EDI [SEDI] operations. Indicate whether outbound [send] is suspected and, when the answer is YES the EDI partner (or partners) which may not be receiving traffic from this endpoint. Then indicate if it appears that inbound [receive] traffic is not coming back from EDI partners and press the Next button.

The last page of the Issues Description Wizard offers a chance to enter a description of what happened, but this is optional and nothing needs to be entered unless it is relevant. Press the Finish button to return to the eSupport wizard after filling in a description of the issues encountered.

The capture below illustrates what would be generated by the preceding captures of the issues wizard. However, rather than pressing the Issues Wizard button, a brief description could have been directly typed into the Description of Issues box.

Only when a description exists, whether by wizard or typing, will the Next button be enabled to continue to the next step.

Who Wants a Reply from Syscob?

When Syscob Support receives this eSupport submission it will be analyzed and an email reply returned that explains the cause of any problems and instructions for any corrective actions that may be needed. On the page captured below the email address(es) to which the reply will be sent must be specified. Press the Insert… button to enter an email address:

Enter an email address in the Insert Recipent dialog and then press OK to add that address to the list of recipients for the Syscob reply. Once there is at least one address in the list buttons to allow Modify… or Delete… of recipient list entries will be available. The list may contain more than one address. The first will be the “To” for the reply and all others will be on the reply “CC” list.

When there is at least one address in the response list the Next button will be enabled to start collection of diagnostic information.

Collection of Files for Submission

During Step 4 the wizard will collect information about the context (steps 4.1 through 4.5), identify and select files for collection (steps 4.6 and 4.7), then build a “zip” archive containing those files for transfer to Syscob Support for analysis. Progress through the steps, and the elapsed time, is indicated until the collection is completed.

The capture above was taken 4 seconds into the collection process when the first three steps were complete and the fourth step was underway. When construction of the archive of text files for analysis is complete the wizard will automatically go to the next page.

Transfer of Archive to Syscob

When Step 5 is reached the qualified name of the support Archive File is shown and the Send via eCourier… button is enabled. Press it to let the software attempt a transfer to Syscob Support:

An eCourier [icon at right] window will open which offers choices, depending on the archive size and other software installed, for the transfer mechanism to be used:

eDeliver email via SEDI subsystem SMTP mail server, or
External mailer application (like Outlook or Thunderbird), or
File Transfer Protocol [FTP] to Syscob FTP site via eSendFTP.

Because of mail size limits imposed by many mail servers the email choices will only be enabled when the archive is less than 7½ megabytes in size and the external mailer choice will be disabled (as in this example) when no mailer is installed on the computer:

Syscob recommends choosing email, when allowed, as the simplest mechanism and one that ensures the fastest response. Only in the rare case of an exceptionally large collection archive would FTP need to be used to submit the support request.

Transfer via SMTP Protocol

For the first example the following captures illustrate the use of email transfer. eDeliver [icon at right] will open an Email Agent window showing the prepared email message:

When the Send… button is pressed progress of the SMTP transfer will be shown until the send is complete:

When the Finish button is pressed the eDeliver window will close and eCourier will display an dialog indicating completion:

When the dialog is answered the eCourier window will close and the eSupport wizard will be at Step 6 (see Diagnostic Collection Completed section).

Transfer via FTP Protocol

In rare cases the collection archive may exceed 7½ megabytes and eSendFTP [icon at right] must be used to upload it to the Syscob FTP site. To upload via FTP select that option in the eCourier window and press the Transfer button:

When successful the process is virtually the same as desribed in the prior email transfer section. Therefore, this capture illustrates what might happen when transfer is not possible:

Depending on the error situation other dialogs may appear that require an answer and it may be necessary to press the Cancel button to close the eSendFTP Support Transfer window and return to the final eSupport wizard page. And a similar error sequence might occur when an email transfer via SMTP protocol is attempted.

Diagnostic Collection Completed

Following successful transfer to Syscob the Send via eCourier… button will be disabled and, as Step 6 explains, all that remains is to await the reply from Syscob Support. If a transfer fails the Send via eCourier… button will remain enabled to allow a for retry or trying a different mechanism. When internal transfers fail, or should external transfer be preferred, then the named Archive file should be sent via an external mailer (on a different computer if necessary) to support@syscob.com.au for analysis.

Upon receipt of the eSupport.zip archive it will be analyzed by Syscob Support and a reply returned that explains the causes of any problems and provides instructions for performing any corrective actions required to resolve any issues detected.

Files Collected

The eSupport.zip archive created by eSupport contains only text files and they contain no confidential data. This means that no sensible mail scanner, or Internet security, rules should block such an attachment. However, some such software will default to blocking all “zip” files so it may be necessary to contact the mail administrator, or IT staff, to have them release the Support archive from “quarantine” (or to send the eSupport.zip archive from an email account which is exempt from such a rule).

If there is any concern regarding the archive content then it may be examined for assurance. Every file it contains may be examined by using Notepad (or other text editor) for assurance that no proprietary or confidential information has been collected.

In addition to being used to resolve current issues this support information is retained by Syscob in a database to enable better future support. This is one of the reasons that Syscob can provide superior support to our costomers.

Attachment Limits

Although web standards do not restrict the size of attachments to email traffic many mail servers, both those of ISPs and large companies, may impose a policy that restricts the total size of attachments (including images like logos in signatures). Such a policy limit can vary, but the most common one in Australia is 10 megabytes. That is why Syscob limits use of email to submissions that do not exceed 7½ megabytes (base64 encoding of attachments needs 4 bytes to represent every 3 bytes of an attachment; i.e. 7½MB is 10MB when base64 coded).

If your company has its own SMTP server(s) then a smaller limit may be imposed by company policy. In such a case you may need to contact the mail administrator, or IT staff, to find out what that limit may be. If it is less than 10MB then email transfer is not be usable. In that case either use a webmail system, like Hotmail or Yahoo!, to submit the archive file or use eSendFTP do an FTP upload to our FTP site.

Issues Wizard

The issues wizard described at the left not only provides a quick, simple way to describe problems, but it also enhances the intelligence of the analysis of files for submission. Depending on the choices made in the wizard some types of information may not need to be collected for diagnosis. That could reduce the time taken and the size of the support archive to be sent.

Reply Recipients

In Step 3 of the wizard add the email addresses of everyone interested in resolution of the issues which caused this eSupport submission. Everyone listed will receive a copy of the response from Syscob Support.

The reply will almost always have corrective instructions in a form that any Syscob user can perform (although some “fixes” may impact domain security or mail server settings beyond user capability). Or IT policy may require that all changes be performed by IT staff. Therefore, be sure to include any IT persons (internal or external) who have an interest when adding to the recipients list.

SMTP vs. FTP

The purpose of eSupport is to collect diagnostic information for analysis by Syscob Support, but how it gets to Syscob is not significant. In most cases email transfer is available and preferred. Email is always monitored bewteen 8AM and 5PM on weekdays and will receive the fastest attention—meaning the quickest response.

By comparison, FTP is only checked periodically. In cases where FTP is used it would be advisable to either send an email, or call (03) 9731 0762, to inform Syscob that an FTP submission has been made. That will avoid any extra delays (other than download time) in handling of large eSupport submissions via FTP.

XML Files

Some files in the archive use eXtensible Markup Language [XML] to record information about Syscob files and shortcuts plus Registry and security settings that affect Syscob applications. These are:

eDiskXML has information about files in the Syscob directory hierachies.
eLinkXML describes Syscob user shortcuts.
eRegXML has Registry values that affect Syscob applications.
eSecXML records Windows® security settings impacting Syscob applications.

These XML files are also text files which may be examined using Notepad or double-clicked to open in a web browser, like Internet Explorer or Firefox, for review.

Response Time

Syscob Support will make every effort to provide a timely response to an eSupport submission. In most cases this takes only a few minutes, but situations that are difficult to diagnose may require an hour or more to identify the problems and compose a reply with the necessary details. If no response is received in a reasonable time then the chance exists that Syscob never received the support archive (e.g. because it was “blocked” by cutomer antivirus or security software).

Syscob suggests allowing at least 15 minutes after submission before calling (03) 9731 0762, or sending an email, to confirm that the support request is being examined.