# BASEstartm Classic DAS
for OMNItm Software
Installation and User's Guide

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# 2.4 Tracing OSI Messages

The tracing facility enables you to see if, and what actually is send out and received from OpenVMS on the OSI stack.

You could invoke the Common Trace Facility for a full and live trace by typing:

    $ TRACE
    CTF> START/LIVE/FULL "OSITP CR MESSAGES *"

The above trace will trace all connect request protocol data units.

See DECnet/OSI for VMS CTF Use for a further description of the Common Trace Facility, tracepoints supported and the output generated.

# 2.5 Failures During Product Use

If an error occurs while this product is in use and you believe the error is caused by a problem with the product, take one of the following actions:

- If you have a Software Product Services Support Agreement, contact your Customer Support Center (CSC) by telephone or by using the electronic means provided with your support agreement (such as DSNlink). The CSC provides telephone support for high-level advisory and remedial assistance. When you initially contact the CSC, indicate the following:
  - The name and version number of the operating system you are using
  - The version number of the product you are using
  - The version number of BASEstar Classic you are using
  - The version number of OMNI software you are using
  - The version number of OSAP software you are using (if appropriate)
  - The version number of DECnet-Plus (DECnet/OSI) you are using
  - The hardware system you are using (such as a model number)
  - The manufacturer and model numbers of the devices you are communicating with
  - A brief description of the problem (one sentence if possible)
  - How critical the problem is
- If you have a Self-Maintenance Software Agreement, you can submit a Software Performance Report (SPR).
- If you do not have any type of software services support agreement and you purchased this product within the past year, you can submit an SPR if you think the problem is caused by a software error.

When you submit an SPR, take the following steps:

1. Describe as accurately as possible the circumstances and state of the system when the problem occurred. Include the description and version number of the product being used. Demonstrate the problem with specific examples.
2. Reduce the problem to as small a size as possible.
3. Remember to include listings of any command files, INCLUDE files, or relevant data files, and so forth.
4. Report only one problem per SPR. This will facilitate a faster response.
5. Mail the SPR package to Compaq.

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