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How do I contact Fusion-io for support?

There are a few different methods for contacting Fusion-io:

·  Web/Chat: http://support.fusionio.com/

·  Email: ;please provide the following to speed up your support request:

o  A detailed description of your support request.

o  Your complete contact information.

o  The output of the “fio-bugreport” or “fio-win-bugreport”.

·  Phone: (877) 816-5740, available 6:00 AM to 6:00 PM Mountain Time, Monday through Friday

How do I contact Red Hat for support?

There are a couple different methods for contacting Red Hat:

·  Vendor: contact your hardware vendor (ie Dell)

·  Web: https://access.redhat.com/support/cases/list

·  Phone:888-733-4281, options 3, 1, 1

Please provide the following to speed up your support request:

·  Your Red Hat Network username, customer number or contract number

·  A detailed description of your support request

·  Your complete contact information

·  The file generated by the “sosreport” command

How do I disable C-States on a Dell server?

View a step-by-step screencast of this process:

A few customers have been affected by a firmware bug that can cause instability when using Intel’s C-State power-saving functionality. If you are still experiencing instability after verifying that your server is at the most recent recommended BIOS and firmware levels, you may disable C-States using two methods:

BIOS:

·  Reboot the server

·  Press F2 to enter the BIOS configuration menu

·  Select Processor Settings

·  Scroll down to “C States” and “C1E”

·  Use the arrow keys to set both to Disabled

·  Press ESC repeatedly and select “Save changes and exit”

OpenManage:

·  Launch the OpenManage web interface (https://IP_ADDRESS:1311/)

·  Log in using your root username and password

·  Select Main System Chassis -> BIOS -> Setup tab

·  Select “Processor C State Control”

·  Select the “Disabled” radio button -> Apply -> “Go Back to BIOS Setup Page”

·  Repeat for “Processor C1-E”

·  Reboot the server to apply the settings change

How do I gather CrashPlan logs?

View a step-by-step screencast of this process:

Before contacting CrashPlan for support, please gather the CrashPlan PRO client backup logs:

·  (Optional) Launch the CrashPlanDesktop client

·  (Optional) Double-click the CrashPlan logo in the upper right corner

·  (Optional) At the prompt that appears along the bottom of the screen, type “dump all” and hit Enter

·  Open a terminal session to the server and run the following commands to create an archive of the CrashPlan client logs. In this example, we’ll name the archive “crashplan_logs_20110124.tar.gz” and send it to the root user’s Desktop folder:

cd /usr/local/crashplan

tar czvf /root/Desktop/crashplan_logs_20110124.tar.gz ./log

·  To attach the logs to directly from the server, launch the web browser and browse to the CrashPlan Support website

·  To transfer the logs to your workstation for use as an email attachment or otherwise, log into the server via FTP and transfer the archive you just created

Resources:

·  CrashPlan Support:How do I submit client log files to support?

How does ABS Failover work?

Epicor’s ABS Failover offering builds on the capabilities of our ABS Online Backup service to offer cost-effective Eclipse hosting in the event of a disaster.

There are a few requirements that must be met for the ABS Failover service to function:

·  Eclipse must be running on the Linux or Windows platforms

·  Broadband Internet connection for secure, offsite ABS Online Backup

·  Cisco-compatible WAN equipment for establishing connectivity to ABS Failover server(s)

In the event of a disaster, here is a general overview of the ABS Failover process:

·  Disaster causes customer’s primary Eclipse server(s) to go offline

·  Customer contacts Epicor Eclipse Systems Support team

·  Eclipse restores customer’s most recent ABS Online Backup to a set of failover servers

·  Customer connects to ABS Failover servers and continues business

Does Eclipse work on a mobile device?

At this time, Eclipse does not support full functionality on devices powered by the Apple iOS ((iPhone, iPad, iPod Touch)or Android mobile operating system, but you can access limited Eclipse functions through one of the various methods mentioned below:

·  Eclipse Mobile Advanced: this companion product adds a web-based interface for accessing important Eclipse information from a mobile device.

·  Remote Desktop:apps are available that connect to your existing Windows workstation environment using remote access network protocols (LogMeIn, RDP,VNC, Citrix, etc.) to present either a single application or your entire Windows session to your mobile device.

Does Eclipse work on a Mac?

At this time, the Eclipse client application are not supported natively on the Apple Mac OS X operating system, however, you may stilluse Eterm or Solar through one of the various workarounds mentioned below:

The onlysupported methods of running Solar or Eterm on aMac:

·  Virtualization: software packages such asParallels Desktop or VMware Fusion are designed to run a Windows workstation inside a virtual “container” on your Mac. Because the virtual environment creates a fully functional Windows workstation, all of the standard Eclipse software is compatible.

·  Remote desktop: tools such as Microsoft Remote Desktop (download) or VNC allow Mac users to remotely access existing Windows workstations or servers. Because the remote environment is a fully-functional Windows workstation, all of the standard Eclipse software is compatible.

Some customers report success using the following unsupported method:

·  NativeSolar: because Solar is a Java-based application, it can be installed and launched on a Mac directly from your Eclipse server. It is important to note, however, that many functions that are designed to interact with other Windows software packages (Signature Capture, Close Counter Order, Document Indexer, Manifest Processor, etc.) will not function.

If you encounter an issue with the Eclipse software on a Mac, please reproduce the issue on a Windows workstation (a virtual or remote Windows environment is also acceptable) before opening a support request. Unfortunately, we are not able to provide support for Mac virtualization software or remote desktop tools,or with hardware connectivity issues (e.g. passing through a USB card reader to the virtual desktop), but we will support the Eclipse clients running within the virtual or remote Windows environment.

How Do I Change the root Password in AIX?

Login to the AIX server as the root user.

Type in:

passwd root

It will prompt you for the new password 2 times. Test it by login in as root again.

Okidata Printer Trouble-shooting

Factory Reset
With the printer off, hold FF/LOAD + TEAR then power the printer on.

Menu Reset
With the printer off, hold SELECT + LF then power the printer on.

Print Menu Settings
Enter menu mode by holding down SHIFT, then pressing SEL. Menu Light will go on.
(Press the PRINT key to Print the Configuration Page, if needed.)

GROUP: Prints the First Line in each Group in the Menu. (Press Group mult times to find emulation, etc)
ITEM: Prints next Item in the Group. (Usually press once to get to emulation)
SET: Prints next Setting for an Item in the Group. (To change a value)
PRINT: Prints Menu Settings or With the SHIFT key, prints current settings for the Group selected.
MENU: Light is ON when the printer is in the Menu Mode. Press Shift/Select (see Step One) to turn Menu Light off.

Tips & Tricks

·  Form Tear Off is in the “Rear Feed” group (typical setting is 500 ms)

·  Emulation Mode for Oki’s is usually ML or Epson FX (IBM PPR for Troy Pocket Pro)(For D-Link, try all 3).

·  To print a config page on an Oki with an internal print server, press the test button on the NIC with a paperclip

(For additional support, you may contact Oki Support at 800-654-3282 or use this link: http://my.okidata.com/)

How do I create a shortcut for the CrashPlan Desktop application?

View a step-by-step screencast of this process:
Unable to display content. Adobe Flash is required.

If this is your first time launching CrashPlan, you may wish to create a desktop shortcut:

·  Right-click on the desktop

·  Select Create Launcher

·  Enter “CrashPlanDesktop” for both the Name and Command fields

· 

·  Press OK

How do I use munin on my Linux server?

How do I set the IP address on my DIGI LAN server?

NOTE: these steps must be performed on the same LAN as the device.

·  Record the MAC address of the Digi device (located on the label side (bottom) of the unit)

·  Manually update the workstation’s ARP table using the Digi device’s MAC using one of the commands below, substituting the new Digi’s IP address and MAC address:

arp -s 192.168.2.2 00-00-9d-22-23-60

arp -s 192.168.2.2 00009d222360

·  Ping the Digi device using the IP address just assigned:

ping 192.168.2.2

·  When the Digi begins responding to pings, enter the IP into a web browser and login (user/pass root/dbps) to set the default gateway and subnet mask

·  Notify Eclipse that the Digi is online by updating your service request online with the Digi IP address

·  Eclipse will verify connectivity to the Dig and continue the VSIFAX configuration process

How do I check disk usage on my AIX server?

View a step-by-step screencast of this process:

·  Log into the AIX server as root via Eterm

·  To see the total size of each filesystem in gigabytes:

df -Pg

·  The standard Eclipse filesystems are located under /u2. Add the “Used” column for each of these filesystems, plus any non-standard Eclipse filesystems that you may have (/train, /backup, etc.)

Will Eclipse run on a Linux workstation?

Eclipse does not support Linux in the desktop environment. For detailed workstation requirements, see our Workstation compatibility page.

Solar will install and run on a Linux desktop with the appropriate version of Java installed, however there are a number of known issues:

·  Slave printing is not supported

·  Companion applications are not supported (signature capture, document indexer, manifest processor, etc.)

Eterm will not run on Linux.

Which Linux distributions does Eclipse support?

Red Hat Enterprise Linux is the largest, most widely supported enterprise-class Linux operating system in the business. More importantly, Red Hat Enterprise Linux is the only Linux operating system supported by all of the 3rd product vendors used by the Eclipse platform, including theUniVerse database andEsker VSIFAX fax server software.

If you plan on subscribing to our Linux Technical Support service, you are required to use RHEL and have an active support subscription in place with Red Hat for your production server(s).

For non-production servers,you may use CentOS, which is a popular, freederivative or “clone” of RHEL. For Eclipse purposes, it’s functionally identical, but you won’t have access to the OS vendor for technical support.

We have always allowed our customers to run our software on alternate platforms (e.g. HPUX), but in most cases it’s not worth the additional time and energy. Eclipse does not support any hardware or software platform not listed on ourHardware Compatibility List.

Where can I find UniVerse documentation?

UniVerse documentation is available directly from Rocket’s website:

·  UniVerse 10.3 (all documents – download ZIP file)

·  UniVerse 10.3: Installation Guide

·  UniVerse 10.3: Administering UniVerse

Additional training in UniVerse is also available directly from Rocket’s U2 University.

How do I delete old data off my AIX server?

There are two basic options:

Format (Simple, Less Secure Method)

Use the AIX format utility on each individual disk.

·  Run:

diag -T format

·  Use the arrow keys to navigate to each disk in your database volume group.

·  PressENTER to select each disk that needs to be formatted, and a “+” sign will indicate selection

o  NOTE: You cannot format the disks in your root volume group (OS), because those disks are currently active. (If you need to wipe all rootvg disks as well, you will need to reboot into rescue mode off a mksysb or AIX installation media.)

·  When all disks are selected, press F7 or ESC-7 to start formatting the disks.

Additional details about using the AIX diag commands can be found here:http://publib.boulder.ibm.com/infocenter/aix/v6r1/index.jsp?topic=/com.ibm.aix.cmds/doc/aixcmds2/diag.htm

Shred (Costly, More Secure Method)

Use a shredding company to physically destroy the disks. Here are some example companies that turned up in a Google search, but have not been verified by Epicor:

·  https://www.nedest.com/ordersys/

·  http://www.docshreddingcorp.com/

Where can I find the Eclipse redbook for Linux?

The hard- and soft-copy redbooks that were previously provided by Eclipse Support have been retired and replaced by the articles contained in this Knowledge Base. If you are new to the Eclipse platform, here is a brief overview of the articles you may find helpful. Please use the search functionality to locate additional articles, or submit a request for additional content you believe other users may find useful.

Hardware

·  SupportedServers

·  Supported Printers

·  Supported Workstations

Systems Administration

·  What should I monitor on my Eclipse servers?

·  How do I start and stop Eclipse services on Linux?

·  How do I run diagnostics on my Dell Linux server?

·  How often should I update my Red Hat Enterprise Linux server?

·  How do I configure my Linux server to automatically apply software updates?

·  How do I reboot or shut down my Linux server?

Backup

·  How do I launch the CrashPlan PRO administration software on my Linux server?

·  Which directories should I backup on my Eclipse servers?

·  How do I schedule a nightly tape backup?

·  How do I view my Eclipse tape backup logs in Linux?

·  How do I modify my Linux tape backup script to send its logs via email?

Printing

·  How do I manage Linux print queues?

·  How do I add a printer in Linux?

Storage Management

·  How do I check disk usage on my Linux server?

·  How do I expand a Linux filesystem?

User Management

·  How do I add a new OS user in Linux?

·  How do I modify or remove an OS user in Linux?

·  How do I reset my Linux server’s root password?

·  How do I change my Linux user’s password?