User guide

March 2005 Managing Your Canopy Network
Through Software Release 6.1
Page 386 of 425 Issue 1
Canopy System User Guide
32 OBTAINING TECHNICAL SUPPORT
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NOTE:
The contact information for Canopy Technical Support staff is included
at the end of this section (on Page 390). 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://www.canopywireless.com/kbase
to view the Canopy Knowledge Base.
3. Ask your Canopy 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 Canopy equipment is on the
correct software release.
6. Verify that the Canopy configuration files match the last known good (baseline)
Canopy 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 62 (two pages) as a job aid to collect basic site information for
technical support to use.
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