Preface

The following table lists and describes the conventions that apply in this manual.

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To view a current listing of our publications and to place an order, visit our Technical Content Library, http://documentation.informationbuilders.com. You can also contact the Publications Order Department at (800) 969-4636.

Do you have questions about this product?

Call Information Builders Customer Support Services (CSS) at (800) 736-6130 or (212) 736-6130. Customer Support Consultants are available Monday through Friday between 8:00 A.M. and 8:00 P.M. EST to address all your questions. Information Builders consultants can also give you general guidance regarding product capabilities and documentation. Be prepared to provide your six-digit site code (xxxx.xx) when you call.

You can also access support services electronically, 24 hours a day, with InfoResponse Online. InfoResponse Online is accessible through our website, https://techsupport.informationbuilders.com. You can connect to the tracking system and known-problem database at the Information Builders support center. Registered users can open, update, and view the status of cases in the tracking system and read descriptions of reported software issues. New users can register immediately for this service. The technical support section also provides usage techniques, diagnostic tips, and answers to frequently asked questions.

To learn about the full range of available support services, ask your Information Builders representative about InfoResponse Online, or call (800) 969-INFO.

To help our consultants answer your questions effectively, be prepared to provide the following information when you call:

• Your six-digit site code (xxxx.xx).
• Your WebFOCUS configuration:
  • The front-end software you are using, including vendor and release.
  • The communications protocol (for example, TCP/IP or HLLAPI), including vendor and release.
  • The software release.
  • Your server version and release. You can find this information using the Version option in the Web Console.
• Your NLS configuration, including the code page for the server, client, repository database, and operating system.
• The stored procedure (preferably with line numbers) or SQL statements being used in server access.
• The Master File and Access File.
• The exact nature of the problem:
  • Are the results or the format incorrect? Are the text or calculations missing or misplaced?
  • The error message and return code, if applicable.
  • Is this related to any other problem?
• Has the procedure or query ever worked in its present form? Has it been changed recently? How often does the problem occur?
• What release of the operating system are you using? Has it, your security system, communications protocol, or front-end software changed?
• Is this problem reproducible? If so, how?
• Have you tried to reproduce your problem in the simplest form possible? For example, if you are having problems joining two data sources, have you tried executing a query containing just the code to access the data source?
• Do you have a trace file?
• How is the problem affecting your business? Is it halting development or production? Do you just have questions about functionality or documentation?

In an effort to produce effective documentation, the Technical Content Management staff welcomes your opinions regarding this document. You can contact us through our website, http://documentation.informationbuilders.com/connections.asp.

Thank you, in advance, for your comments.

Interested in training? Information Builders Education Department offers a wide variety of training courses for this and other Information Builders products.

For information on course descriptions, locations, and dates, or to register for classes, visit our website (http://www.informationbuilders.com) or call (800) 969-INFO to speak to an Education Representative.