Technical Support

If you are an existing user of Sector7's tools and have a query relating to functionality/operation or wish to report a problem, please submit a Technical Support Request. Please submit a Request for Information if your requirements are of a pre-sales nature, this will ensure that your request is routed to the correct department.

Technical support is available 8 a.m. - 6 p.m. CST in the US and 9 a.m. - 5 p.m. GMT in Europe. Please note that we do not supply telephone support.

Important Information

To expedite your request most appropriately, please supply the following information.

  • Complete details of any error messages that are being produced.
  • Description of the actual problem
  • Either: Comprehensive details as to how to replicate the problem; or a minimum failing example (source, binary, and data) to replicate any reported problems. Where possible, this example must be produced on the original system to ensure that the fault exists on the original system, and that the example does, in fact, reproduce the desired (incorrect) results on the original system.

For all Sector7 products, it is also helpful to supply an image trace from any failing programs. This facility is enabled by setting the S7_TRACE environment variable to a pathname, usually /tmp. Then re-run the program that is causing the problem. The image trace can then be found as /tmp/IMXXXX. In your Config file, please be sure to set DEBUGPEAK to 9, DEBUGMASK to ALL. Please do not set DEBUGLINES unless absolutely necessary. If you have a program that has failed with a "segmentation violation" and it has been indicated that a core file has been created, please also send the core file. This is generally called "core" and can be found in the current working directory of the failed program.

If the problem is with our VX range of products, please supply copies of the Config and DEVINIT files (usually found in the "library" directory of the VX/Tools installation). Check for the presence of /tmp/VXRT.LOG, and send this as well.

If the problem is with our B2 range of products, please supply copies of the Config and DEVICES files (usually found in the "bin" and "rsts. n " directories respectively of the B-Tran/B2 installation). Check for the presence of /tmp/B2RT.LOG, and send this as well.

If the problem is with our BP range of products, please supply copies of the Config and DISK.DEC files (usually found in the "bin" directory of the B-Tran/BP installation). 

If the problem is with a BBC product, in the first instance please refer to the "Installation and Troubleshooting Guide" supplied with your software to see if the problem is described, and an immediate solution is available. You can also find it online. Please also supply the output from "bbc info". 

If the problem is with XLNT/BQMS, in the first instance please refer to the XLNT/BQMS Tecnical Support area. Please also be sure to include the output from the XLNT command file "support.xcp" supplied with XLNT.

If the problem is with VX/Tools on Windows® 9x, 2000 or NT...

Dr. Watson

The Dr. Watson utility is a diagnostic tool for the Microsoft. Windows™ operating system. It detects system and application failures and can store information in a disk file. This information will assist Sector7 in tracking down problems.

The Dr. Watson executable, DRWATSON.EXE ships with all versions of Microsoft. Windows™. Once executed it will monitor system activity and write details of any anomaly to a log file in the DRWATSON subdirectory of the Windows directory. Dr. Watson log files take the extension .WLG and may be associated with a particular event by file timestamp.

Product versions

The most complete version information can be obtained by examining the properties of one of the executable files in the \vxtools\bin directory. This is done by right clicking on the file in explorer view, selecting <Properties> and then moving to the <Version> tab of the property sheet. The full version number appears under <File version:>.

Screen snapshots

A screen snapshot can be useful in some circumstances, especially if the problem involves a console or VT session. Screenshots can be attached to the report by typing Alt-Print Screen and then pasting the result into a bitmap using the Windows accessory Paint.

Hardware configuration

This should record the details of your system including make, model, processor, memory, network card(s) etc. A convenient way of recording this information is to run the Microsoft utility MSINFO32.EXE located in Start->Programs->Accessories->System Tools->System Information

Software configuration

This should include details of your operating system and version, networking protocols installed and any other information. A convenient way of recording this information is to run the Microsoft utility MSINFO32.EXE located in Start->Programs->Accessories->System Tools->System Information.