How to Report Problems

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GNUPro Toolkit is meant to be as trouble-free as possible. However, if you have a problem and you purchased a GNUPro or an Engineering Services support contract, connect to the web support site. The web support site connects to a database of all problems to help you to determine:

• Whether other customers have reported the same or a similar problem
• When a problem developed
• How you can track a problem's case from its first report through its analysis and resolution.

This data also correlates with other tools, other parts, and other corresponding problems.

To access the web support site:

1. Enter the following URL in your web browser:

http://www.redhat.com/apps/support

2. Log in to your web support service page.

Click on the GNUPro Support Request button and provide your username and password when prompted. You will have received your username and password by email from the GNUPro support staff.

3. After logging in, use the links on the page to navigate and continue. The links provide access to the following services:
4. To specify the installed parts of GNUPro Toolkit for which you need to resolve a problem, click on New Case - Select Product ID. To select a part:
5. Scroll through the list of installed Product ID s until you find one for which you want to file a case.
6. Use the button in the Select column of the list to display each part.
7. From the list of parts, select the part with which you have problems. Click the Clear button at any time to restore the page to its initial values, or click on the Proceed without Part button to continue creating the case without selecting a part.
8. To find an existing problem case in the database, click on Query Case . You can examine problem cases in the support database and search by several parameters.
9. To add additional data to an existing case in the database, click on Add Notes . At this point, you can view a problem case's details, check its status, and add notes to a case.
10. To change your profile information in the database, click on Profile .
11. For questions about using the support page, click on Help . The manual that you are now reading may be superseded by the Help documentation on the support site.
12. To close a case, click on Close Case link. Closing a case declares that the problem has been resolved.