Contents
 Automatic Technical Support

You have selected the Automatic Technical Support function.  The Support Wizard provides the means to automatically report problems and ask questions of the NetManage Technical Support Department. It also lets you launch your default Web browser to get additional online information. By using this function you will get answers to many of your questions without calling Technical Support.  The Support Wizard makes it possible to collect the files, screen shots and additional information the Technical Support engineers must have to analyze your problem or handle a request.  Please use the Support Wizard only after reviewing the online documentation and Technical Support Web resources.

You are welcome to submit any type of question using the Support Wizard.  It can be a feature request, a question about a particular problem or any other issues relating to the NetManage Chameleon product line.

Note:	This help file is not part of your main application file.  Therefore, selecting the Contents button will not return you to the main application.

To return to the main application, do one of the following:

1.	In the button bar across the top, choose the Back button as many times as necessary until you return to the main application.

2.	In the  button bar across the top, choose the History button, then select the application entry to go directly back to the main application.

Menu Options

Support Wizard

Online Manual

Tech Support Web Site

Register With Us

About NetManage


Submit Wizard
Support Wizard

This option consists of a series of dialog screens that help you report the problem, create a log file, if applicable, and send the data.  Each screen contains a Next and Back button which make it possible to navigate backwards and forwards. Each screen also has a context sensitive Help button that provides more information on a specific subject.

Dialog Screens

Guide

User Information

Additional User Information

Problem Report

Snap and Log

How to Send Data

Finish


General Information
Guide

This screen explains the Support Wizard and the submittal process.  It also lists important numbers and addresses for contacting NetManage.

Choose the Next button to continue.


User Information

Fill in the following information to register yourself:  Your name and e-mail address are required.  If you do not enter data in a field you will receive a message telling you what is missing.  In this case, choose the OK button and enter the missing information.

Field	Description	Required
Name	Enter your name.	Yes
Company	Enter the name of the company you represent.   If you are a private user, enter your name.	No
Title	Enter your job title.	No
e-mail	Enter the e-mail address you would like Technical Support to use to contact you.  In most cases, all contact will be by e-mail. This field is required as the e-mail address is copied into the body of your problem report, and is the address that will be used to respond to your inquiry.	Yes

Choose the Next button to continue.


Preference
Additional User Information

1.	Enter additional, optional information.

•	Phone number

•	Fax number

•	Address

2.	Choose the Next button to continue.


Problem Description/Escalation
Problem Report

Describe your problem or feature request in this screen.

1.	Select a problem category from the list in the Problem Type drop-down menu. If one of the predefined options does not describe your problem, choose the Other option.

2.	Add a short explanation in the Description area.  You must enter a description to continue. Try to make it concise, but clear to enable the support team to understand your request.

3.	Choose the Next button to continue.


Snap and Log

This screen is application dependent.  You will only see this screen if the application supports the submittal of log files and/or screen shots.  Applications that do not support log file submittal will display the Files to Send Screen.

To submit a log file and/or screen capture:

1.	Select Run Diagnostic Session.

2.	Choose the Next button to continue to the Log Screen.

If you do not need to submit a log file or screen shots (even though your application supports it):

1.	Select Skip Diagnostic Session.

2.	Choose the Next button to continue to the Files to Send Screen.


To send a log file:
Log Screen

1.	Select the Always on Top option to keep the log file on top.  This will let you see exactly what is being entered in the log file as the session progresses.

2.	Choose the Start button.  This will open a log file of your entire session and change the Start button to a Pause button  If there are parts of your session you do not want to record, such as your password, choose the Pause button. When recording pauses, the button changes to Resume.  No data is recorded in the log file until you choose the Resume button.

Note:	If you want to open a log file and are already connected to a host, it is recommended that you close the connection. Then restart the Support Wizard and connect again. This will ensure that the log file includes only data relevant to the specific problem.

Note:	If you are running Telnet, 3270 or 5250 Terminal Emulators, the options on this screen cannot be activated by either the keyboard or the hot keys.  You must use the mouse to select any option in this dialog box.  Also tab does not work on this dialog.

Sending a Screen Shot

You can also submit a screen capture. The screen capture can be in addition to or instead of a log file.

To send a screen shot:

1.	Select the Screen Shot option on the Log Screen.  A Snapshot Description screen will appear. You must enter a short description of the screen you have captured or you will not be able to continue.  If you want to send the entire desktop, select the All Screen option before choosing the Screen Shot button.

2.	Choose the OK button to return to the Log Screen.

Choose the Continue button to end the log file session.


Files to Send Screen

The Files To Send screen lists files related to the session. You can then decide which files to send. These files are compressed and zipped into one file that is automatically sent to NetManage. Your choices are:

•	Add Files.  Choose this option to see the Add File Screen where you can select any number of additional files not in the existing list of files to be sent  When you have selected all the additional files you wish to send, choose the OK button (Open button in Windows 95)  to return to the Files To Send screen. The next screen will help you send the data.

•	Select All.  Automatically selects all files in the list.  Use the standard Windows key sequence (Ctrl-Click) to select individual files on the list.

•	Deselect All.  Automatically deselects all files in the list. Use the standard Windows key sequence (Ctrl-Click) to deselect individual files on the list. When you deselect an item, it stays in the list, but is not highlighted.

Choose the Next button to continue.  There is no Back button on this screen.   You must either finish the submission or start a new session if you need to go backwards.


Send Data
How to Send Data

Select the way you want to send the data:

•	Send via the Internet

1.	Select this option to automatically send your files to the Technical Support team that will handle your request.    Residents of the US and Canada should select USA Support.  All other requests should be sent to International Support.

Files are sent by e-mail or FTP depending on their size.

2.	Choose the Send button.  If Z-Mail Pro is running, the Finish screen is displayed. This screen notifies you that your request has been submitted to the Support department.

Note:	The Support Wizard requires an active Internet connection. If you try to send via the Internet and you do not have a live Internet connection, the Outbox will appear and your message will remain there until your connection is activated.   If you do not have an active Internet connection, please follow the instructions for saving to and sending from a disk file.

3.	Choose the Finish button to return to the main application.

Note:  	Z-Mail Pro must be running or previously configured to enable the files to be sent.  If you are not logged into Z-Mail Pro, the Z-Mail Pro Login Screen will be displayed.  Enter your user name and password and choose the OK button. Z-Mail Pro will automatically be activated.

Submissions sent to the default address generate a Support Wizard Incident Number (SWIN) and an auto-response to the sender.  The required e-mail field is NOT used as the auto-response return address.  The address specified in the “FROM” field in Z-Mail Pro, is the address that the auto-response will be sent to.

To enter an e-mail or FTP address other than the default:

•	Choose the Advanced Button.  Enter the alternate address on the screen that appears.

•	Choose the Use Default button to cancel the alternate address and return to the How to Send Data screen.

•	Choose the Use Alternate button to return to the How to Send Data screen with the alternate address.

Note:  	If the product you are using does not include the FTP application, the files are automatically sent by e-mail.

•	Save to Directory

This option lets you save your file to a specific directory and  send it later from a Internet connected computer, or by surface mail, if necessary.

Note:  	You may want to use this option if your computer is not connected to the Internet, and you cannot send the files directly.  You can then save the files to a directory, copy them to diskette and take them to a machine that is connected.

1.	Enter the directory name or choose the Browse button to see a list of available directories. You will then  receive a dialog stating the name of the file.

2.	Use Z-Mail Pro to send the file as a MIME attachment. Do NOT send this data in uuencoded or any other format.     Email the file to: csf@netmanage.com

3.	If you are using surface mail, please use the NetManage mailing address closest to your location, and send it to the attention of Technical Support.  Refer to any NetManage manual for a listing of NetManage offices. Choose the Save button to continue.  The Finish screen is displayed. This screen notifies you that the file was saved to disk. It also provides you with the directory location and the file name.

4.	Choose the Finish button to return to the main application.


Finish Screen

The Finish screen notifies you that your request has been submitted to the Support department.  If you selected the Save to Directory option on the How to Send Data screen, this screen notifies you that the file was saved to disk. It also provides you with the directory location and the file name.

Choose the Finish button to return to the main application.


About NetManage

Selecting this menu option launches the default Web browser and takes you to the NetManage home page (http://www.netmanage.com) where you can learn more about the company and its products.


Register With Us

This menu option launches the default Web browser, taking you to the NetManage Product Registration Form.  Fill in the form to register and ensure that you will be provided with the latest updates on new products as they are introduced.


NetManage Tech Support
Tech Support Web Site

Technical Support Web Site opens a drop-down menu with Home Page and Application FAQ options. Home Page takes you  to the Technical Support Web page where you can obtain additional technical  information. Application FAQ invokes a frequently asked questions Web page that will provide the latest information on NetManage applications.


On line Documentation
Online Manual

This menu option takes you to the NetManage Web page where you will see an index of chapters that you can review online.


Snap Shot Screen

(this is here for historical reasons and may return.  It goes with to capture a screen.  It does not appear in the hlp file.)

You will see this screen for all applications other than Telnet, TN3270 and TN5250.  This is an information screen that explains how to use the screen capture function.

Choose the OK button to continue to the Snap Shot screen.


To Capture a Screen

(

I dont understand this.  You mean we removed the option in a later version?  I never knew about it.  If true, please edit the last line…”of hlp file”…

1.	To capture the entire desktop screen, select the All Screen option before choosing the Snap button.

2.	To capture a specific application screen and its child screens, choose only the Snap button.  When you chose the Snap button, you will be prompted to capture and notified when the screen is captured.  A Snapshot Description screen will appear. You must enter a short description of the screen you have captured or you will not be able to continue.  Choose the OK button to return to the SnapShot Screen.

3.	Choose the Continue button to end the session.  The File List screen appears with a list of all files related to the session. You can then decide which files to send. These files are compressed and zipped into one file which you send to NetManage. Your choices are:

•	OK

•	Cancel

•	Select All

•	Deselect

•	Add File.  If you choose this option you will see the Add File Screen where you can select the file you want to Add.  Choose the OK button to continue.

Note:	Choose the OK button on the File List screen to continue, even if you have chosen Select All or Deselect.


Application FAQ

***this option has been removed but may come back so keeping not part of hlp file****

This menu item is application dependent.  If it applies to the current application, it will take you directly to the NetManage Technical Support page on the Internet that lists the most frequently asked questions.  By looking at this list you may find the answer to your questions and save the time of submitting a new problem report.