Information We Need

However you contact us, please try to include the information below, if you have it. The more information you can give, the better SupportLine can help you. But if you don't know all the answers, or you think some are irrelevant to your problem, please give whatever information you have.

• The name and version number of all products that you think might be causing a problem.
• Your computer make and model.
• Your operating system version number and details of any networking software you are using.
• The amount of memory in your computer.
• The relevant page reference in the books.
• Your Software Support Identification Number (SHIN) if you have one (not used in all countries).
• Your serial number. To find out these numbers, look in the Requested License Keys email that you received from Micro Focus.

If you are reporting a protection violation you might be asked to provide a dump ( .dmp) file. To produce a dump file you use the Unexpected Error dialog box that is displayed when a protection violation occurs. Unless requested by SupportLine, leave the dump setting as Normal (recommended), click Dump, then specify a location and name for the dump file. Once the dump file has been written you can email it to SupportLine.

Alternatively, you might be asked to provide a log file created by the Consolidated Tracing Facility (CTF) - a tracing infrastructure that enables you to quickly and easily produce diagnostic information detailing the operation of a number of Micro Focus software components.