User's Manual Part 4
Release8OperationsGuide
Issue2,November2007 Draft5forRegulatoryReview 481
33 OBTAININGTECHNICALSUPPORT
NOTE:
The contact information for Cyclone Technical Support staff is included at the
end of this section (on Page
485). However, in most cases, you should follow the
procedure of this section before you contact them.
To get information or assistance as soon as possible for problems that you encounter,
use the following sequence of actions:
1. Search this document, the user guides of products that are supported by
dedicated documents, and the software release notes of supported releases
a. in the Table of Contents for the topic.
b. in the Adobe Reader
®
search capability for keywords that apply.
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2. Visit
http://Last Mile Gear.Cyclonewireless.com/support/knowledge to view the
Cyclone Knowledge Base.
3. Ask your Cyclone products supplier to help.
4. View and analyze event logs, error messages, and debug messages to help
isolate the problem.
5. Check release notes and verify that all of your Cyclone equipment is on the
correct software release.
6. Verify that the Cyclone configuration files match the last known good (baseline)
Cyclone configuration files captured in the site log book.
7. Verify connectivity (physical cabling).
8. At the SM level, minimize your network configuration (remove home network
devices to help isolate problem).
9. Perform the site verification checklist.
10. Use
Table 65 (two pages) as a job aid to collect basic site information for
technical support to use.
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