Re: (ASCEND) 7.0.1 for Max

[Tim Basher <basher@ces.cwru.edu>]

> It is seemed that MAX TAOS 7.0.1 Release do the same bad thing just as
> previous releases.  Please look at:
> 
> FATAL ERROR:  Index: 1  Load: ebixk.m60 Revision: 7.0.1
>         Date: 12/16/1998.       Time: 19:37:27
>         Location: b02a6268 b0347ebc b0347f30 b02a9ef4 b02aa47c b02a9ea8

It has been made clear in the past that Matt Holdrege is not in customer
service.  He is an employee of Asend but he is not paid to listen to the
Ascend-Users list.  Ascend-Users is also not an Ascend sponsored mailing
list, it was set up by customers for customers.

The point I am trying to make is that if you are seeing a problem with a
version of software, telling the readers of Ascend-Users is good - we then
know to be on our guard for similar problems in our configurations - but
it does not help you to get the problem fixed.

If you see a fatal error in a current version of software (i.e. 6.1.7, 7.0.1)
you need to contact Ascend Technical Support so that the problem can be fixed.

If you are not running a current version of software (i.e., 6.1.3, 7.0.0)
then you should probably update to the current version to make sure that
the problem is not already fixed - trust me when I say that Ascend Tech
Support will ask you to do this, so save everyone some time (including
yourself) and do it before they ask.  If you still see the problem and
things seem _worse_ with the new software - save the fatal information
from the new software and send that information to Ascend and then go back
to the old software until Ascend gets back to you.

If you want to minimize the hassles, then I would recommend you send the
full "fatal-history" command output via e-mail to support@ascend.com (or
since it appears you are in Asia, apac.support@ascend.com).

Only Ascend engineering will be able to fully decode the information.
The stack information is not much help to anyone else.

Make sure you include your model number, part number, and serial number
for the MAX.  You can get these off the equipment.

You will then receive an email response indicating the ticket response
number assigned to your issue.

Alternatively, you can file the report using the form on the Ascend APAC
web site - http://apac.ascend.com/techsupport.html

When you get back your ticket number, which means that the information is
now on hand with customer service, call them (check the website to find the
correct phone number for your country - http://apac.ascend.com/contacts.html).
Make sure you have your ticket number when you call.

Find out if the problem is a known problem.  If so, make sure you get
the "TR" number.  This is the number you will need to check the release
notes for, to find out if your problem has been fixed.

If the problem is not a known problem, ask them to contact you as soon
as they have a "TR" number.  If you don't hear back within 2 working days,
make sure you call again to follow up and get the "TR" number.

The reasons why the "TR" number is important is that "FATAL ERROR Index 1"
is not a unique identifier.  It is just a class of problems that can occur
for many different reasons.  You need to make sure that Ascend knows about
_your_ specific problem.  Just because someone else has reported a bug or
Ascend has fixed a bug in the same class of problems, does not mean they
have fixed _your_ problem.

Always save your original ticket number.  If you want to avoid having to
give a lot of contact information each time you call, make sure you also
get your "Caller ID".  After that they will usually just ask you a few
questions to make sure your contact information is up to date (and that
you have the right number).
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