Tips for Uploading Support Info

Our NetEx team is at the ready to provide the quick and accurate system support you need when you need it. To better assist you, we offer tips for uploading your information.

 

Depending on the nature and severity of your request, data dumps, logs, and additional supporting information may be uploaded and shared with us to provide our support engineers with more indepth details and particulars. The more we know about an issue, the better we can help you.

 

We accept uploads through HTTPS.

Useful Tips for Uploading


When preparing information for an upload, please consider these suggestions:


  • Direct your preferred Internet browser to https://ftp.netex.com.
  • Do not alter the names of any files produced by NetEx products.
  • Avoid using spaces or other special characters in file names of uploaded materials. Please only use alphanumeric characters, periods, dashes, and underscore characters.
  • For user-created files, choose a name that can help identify your site and problem. For instance: customername.h211err911.dump or ticketnumber.product.log.
  • Dumps and other formatted files should be sent in binary mode, with text files in ASCII mode.
  • Please note the file name in the problem report form or in your email or phone call to NetEx Support.

Preparing z/OS Files for Upload


The process of preparing z/OS files for upload uses the commands and capabilities of TSO TRANSMIT and RECEIVE. To maintain the expected original file characteristics, NetEx requests that customers prepare and send the data to our upload server in this manner:


  1. Use the TSO TRANSMIT command to allocate a new dataset and convert the original dataset format. The TRANSMIT command will use default DCB characteristics for the created dataset and will set the LRECL to 80, the BLKSIZE to 3120, and the RECFM to FB. It is important to maintain known dataset characteristics so that when the dataset is received, it can be reconstructed correctly.
  2. Use TSO TRANSMIT to convert the original dataset (nodename is the system name and your TSO ID name):
  3. TRANSMIT nodename.userid DSNAME(original) OUTDATASET(new DSN)
  4. Transmit the new dataset to the dump server location as a binary file using the procedure above.

Need Product Assistance?


NetEx prides itself on delivering quick and dependable data transfer solutions for all our clients. If you experience a problem, notify our technical support team.