Troubleshooting and Technical Support › CA TLC: Total License Care › If the Problem is Not Resolved Immediately

If the Problem is Not Resolved Immediately

1. You can be asked to run the SSXTINFO utility.

   The SSXTINFO utility is a Rexx routine which displays information regarding Deliver tasks, SARXTD intercepts and XMS regions. When Deliver, SARXTD and XMS tasks are started, their corresponding subsys-id is inserted into the systems SSCT (Subsystem Control Table).

   When SSXTINFO is invoked, the SSCT is scanned for a requested subsys-id. For Deliver and SARXTD, the default subsys-id is 'EBCX'. For XMS regions, the user is prompted for a subsys-id value.

   To execute the SSXTINFO utility type the following command:

   ex 'cai.view.cvdecls0(ssxtinfo)'.
   

   The user is prompted with the following options:

   Enter DLVR  to display the SSTX chain for Deliver and SARXTD
   Enter XMS   to display a SUBSYS-ID address
   Enter ?     to display REXX exec information
   

   If DLVR is entered, information is displayed regarding currently running CA Deliver tasks and active SARXTD intercepts.

   If XMS is entered, the user is prompted for a SUBSYS id value. After you enter the subsys id value, information for the XMS region running under the entered subsys id value is displayed.

2. If the problem cannot be resolved immediately over the phone, the technician can provide a solution number and advise you to expect the solution in the form of a module replacement, ZAP, or source change.

   The solution is supplied to you by one of the following methods:

   • Through telephone, FAX, telex, or mail
   • On a maintenance or product tape
   • Through one of the online client support systems
3. If a solution is not readily available, the technician can require additional documentation and/or that more testing be performed.

   Whenever possible, the technician attempts to reproduce the problem in-house to obtain diagnostic data. If the problem is not reproducible due to environmental factors, you are asked to provide diagnostic information to the technician for analysis. To expedite problem resolution please provide as much detail as possible.

   As soon as a solution is available, it is provided by one of the methods listed in Step 1.

4. If the solution resolves the problem, record the date of resolution under Date Closed on the Support Contact Number Log form. Otherwise, continue the dialog with the technician until the problem is resolved.