Z-Mail Pro 6.1 User's Guide

Chapter 3. Support Wizard

The Support Wizard provides the means to automatically report problems and ask questions of the NetManage Technical Support Department. It also lets you launch your default Web browser to get additional online information. By using this function you will get answers to many of your questions without calling Technical Support. The Support Wizard makes it possible to collect files, screen shots and additional information Technical Support engineers need to analyze your problem or to handle a request. Please use the Support Wizard only after reviewing the online documentation and Technical Support's Web resources.

You are welcome to submit any type of question using the Support Wizard. It can be a feature request, a question about a particular problem or any other issues relating to the NetManage product line.

Submitting a Request

You can submit a request by selecting the Support Wizard option in the Help menu. A series of dialog screens will lead you through a step by step procedure for registering yourself, reporting the problem, creating a log file (if applicable to the application), and sending the data.

The following sections describe the procedure.

Understanding the Submittal Process

The Guide screen explains the Support Wizard and the submittal process. It also lists important numbers and addresses for contacting NetManage. After you have read about the process, choose the Next button to continue.

Registering

Complete the form on the User Information screen to register yourself. Your name and e-mail address are required. If you do not enter data in a field you will receive a message telling you what is missing. In this case, choose the OK button and enter the missing information.

Choose the Next button to continue to the next screen where you can enter additional, optional user information

Describing the Request

Use the Problem Report screen to describe the problem.

1. Select a problem category from the list in the Problem Type drop-down menu. If one of the predefined options does not describe your problem, choose the Other option.
2. Add a short explanation in the Description area. You must enter a description to continue. Try to make it concise but clear, to enable the support team to understand your request.
3. Choose the Next button to continue.

Capturing Data

The Snap and Log screen for capturing data is application dependent. You will only see this screen if the application supports the submittal of log files and/or screen shots. Applications that do not support log file submittal will display the Files to Send Screen.

To submit a log file and/or screen capture:

1. Select Run Diagnostic Session.
2. Choose the Next button to continue to the Log Screen.

If you do not need to submit a log file or screen shots even though the application supports it:

1. Select Skip Diagnostic Session.
2. Choose the Next button to continue to the Files to Send Screen.

Sending a Log File

1. Select the Always on Top option to keep the log file on top. This will let you see exactly what is being entered in the log file as the session progresses.
2. Choose the Start button. This will open a log file of your entire session and change the Start button to a Pause button. If there are parts of your session you do not want to record, such as your password, choose the Pause button. When recording pauses, the button changes to Resume. No data is recorded in the log file until you choose the Resume button.

Note: If you want to open a log file but are already connected to a host, it is recommended that you close the connection. Then restart the Support Wizard and connect again. This will ensure that the log file includes only data relevant to the specific problem.

Sending a Screen Shot

You can also submit a screen capture. The screen capture can be in addition to or instead of a log file.

To send a screen shot:

1. Select the Screen Shot option on the Log Screen. A Snapshot Description screen will appear. You must enter a short description of the screen you have captured or you will not be able to continue. If you want to send the entire desktop, select the All Screen option before choosing the Screen Shot button.
2. Choose the OK button to return to the Log Screen.

Selecting Files to Send

The Files To Send screen lists files related to the session. You can then decide which files to send. These files are compressed and zipped into one file that is automatically sent to NetManage. Your choices are:

• Add File. Choose this option to see the Add File Screen where you can select an additional file you want to send, if it is not in the existing list. Choose the OK button to continue. The next screen will help you send the data.
• Select All. Automatically selects all files in the list.
• Deselect All. Automatically deselects all files in the list.

Choose the OK button to continue.

Sending Data

The final step in the submittal process is to send the data. Indicate the way you want to send the data by selecting one of these options.

• Send via the Internet
  Select this option to automatically send your files to the Technical Support team. Files are sent by e-mail or FTP depending on their size.
  Choose the Send button. If Z-Mail ™ Pro is running, the Finish screen is displayed. This screen notifies you that your request has been submitted to the Support department. Choose the Finish button to return to the main application.
  
  Note: Z-Mail ™ Pro must be running to enable the files to be sent. If you are not logged into Z-Mail ™ Pro, the Z-Mail ™ Pro Login Screen will be displayed. Enter your user name and password and choose the OK button. Z-Mail ™ Pro will automatically be activated.
  
  To enter an e-mail address other than the default:
  • Choose the Advanced Button. This displays a screen requesting the alternate address to which you want to send files. Enter the address.
  • Choose the Use Default button to cancel the alternate address and return to the How to Send Data screen.
  • Choose the Use Alternate button to return to the How to Send Data screen with the alternate addresses.
    
    Note: If the product you are using does not include the FTP application, the files are automatically sent by e-mail.
    
    
• Save to Directory
  This option lets you save your file to a specific directory and send it later from a Internet connected computer, or by surface mail, if necessary.
  
  Note: You may want to use this option if your computer is not connected to the Internet, and you cannot send the files directly. You can save the files to a directory, copy them to diskette and take them to a machine that is connected.
  
  
  • Enter the directory name or choose the Browse button to see a list of your available directories. You will then receive a dialog stating the name of the file.
  • Use Z-Mail™ Pro to send the file as a MIME attachment. Do NOT send this data in uuencoded or any other format. For information on how to send this file via the Internet, choose the Help button on this screen.
    
    Note: If you are using surface mail, please use the NetManage mailing address closest to your location, and send it to the attention of Technical Support. Refer to any NetManage manual for a listing of NetManage offices.
    
    
  • Choose the Save button to continue. The Finish screen is displayed. This screen notifies you that the file was saved to disk, the file name and how to submit it at a later date.
  • Choose the Finish button to return to the main application.

Launching a Web Browser

In addition to submitting a request, the Technical Support function lets you launch a Web browser by selecting one of the following options in the Help menu to get more information. Although these are separate options in the Help menu, they are also part of the Support function. You should review the online material before contacting the Support department.

Table of Contents|Chapter 1|Chapter 2|Chapter 3|Chapter 4|Chapter 5|Chapter 6|Chapter 7
Chapter 8|Chapter 9|Chapter 10|Chapter 11|Chapter 12|Glossary

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