kessler%cons.utah.edu@wasatch.utah.edu (Robert R. Kessler) (05/23/89)
We have been using SCO for almost two years and basically think that they are providing a good service. Most of the times, there is someone knowledgeable on the other end, who can help us get our problems solved. However, it seems that the real problem is that SCO doesn't let us, as developers, know of all of the problems and patches that are currently available. Case in point. I recently posted a problem that we were having where the disk files on one of our customer machines became scrambled. I got a number of useful answers, the most useful of which came in the following partial message: ============================================================================ Article 6620 of comp.unix.xenix: Path: wasatch!cs.utexas.edu!uunet!consult!root From: root@consult.UUCP (Super user) Newsgroups: comp.unix.xenix Subject: Re: Disk Gobble-d-gook Message-ID: <8@consult.UUCP> Date: 17 May 89 13:00:10 GMT References: <1839@wasatch.utah.edu> Reply-To: bob@.UUCP (Super user) Organization: Computer Consulting Service, Easton MD. Lines: 23 ... [stuff deleted] Here is one idea. There was a problem with Release 2.2.2 and back regarding the dskinit program when the system was installed. Caused a nasty little problem, formatted the driving using 112 cylinder instead of 110!! This caused the swap file (end of drive) to be partially located over the non-existent space. This could cause some rather weird problems and various panic conditions. It is fixed in 2.2.3 (xnx116 or xnx117). ============================================================================ Sure enough, we looked and it was configured for 112 cylinders. That particular system has been having problems since we installed it (for at least 6 months), with core dumps, random panic stops, etc. primarily under heavy load. We had not been able to track it down and had talked to SCO repeatedly without any solutions. We called SCO and they confirmed that this was indeed a problem and could cause all of the symptoms that we were seeing. So, obviously, we didn't ask the right questions (or SCO didn't) and the problem just lingered on. =========================================================================== It seems that the solution to this is to have a list of the known problems, symptoms, and their solutions available to all of us developers. It seems that as a part of paying our annual fees, we should get this information. Discover is a nice mag, but it is too glossy. A monthly, or quarterly listing of these bugs and patches sure would help. We used to deal with minicomputer manufacturers, and they provided this kind of information on a regular basis. Maybe this new BBS service is just what we need. We will have to try it out and see. B.
bob@consult.UUCP (Bob Willey) (05/24/89)
In article <1889@wasatch.utah.edu> kessler%cons.utah.edu@wasatch.utah.edu (Robert R. Kessler) writes: > >We have been using SCO for almost two years and basically think that >they are providing a good service. Most of the times, there is >someone knowledgeable on the other end, who can help us get our > >However, it seems that the real problem is that SCO doesn't let us, as >developers, know of all of the problems and patches that are currently 1. SCO does publish a listing of current xnx patches for all thos people on SoftCare Support. We get one every month without fail. 2. They do provide an SOS Bulletin Board for just this purpose for Level 2&3 Resellers and people on high level support. 3. As a developer you need to acquire (if you haven't already), the Softcare or higher support from SCO to get the level of response that you are looking for. .. With these tools in hand, you can do some of your own troubleshooting and finding of most common problems. you can even order patches online.!!! SCO may seem frustrating to deal with, but keep in mind that SCO XENIX has exploded recently (last year or so), and the number of customers is expanding greatly. That creates a support nightmare, many of the calls being end-users (lack of reseller support, etc.) who are calling in with problems that are trivial (but important). All these things take time away from us people with the major problems. We have picked up quite a few customers who had orignally purchased SCO Xenix from a "dealer" and then could not get support. There are a bunch of people "dealers" out there that just do not or will not take the time to train their personnel and be able to support the products they sell. Thus part of the problems you are experiencing. I know that Ross Oliver watches these conferences (SCO Tech Support), so I am sure he will shed additional light on the subject. < Bob Willey > Computer Consulting Service (301) 820-4670 Easton, MD uunet!consult!bob
tbetz@dasys1.UUCP (TOM BETZ) (06/01/89)
Quoth bob@consult.UUCP (Bob Willey) in <21@consult.UUCP>: |1. SCO does publish a listing of current xnx patches for all thos |people on SoftCare Support. We get one every month without fail. I've been a Level II subscriber for almost a year and have yet to receive one of these. I have found out about patches on this conference, and have missed some it turns out I need. However... |2. They do provide an SOS Bulletin Board for just this purpose |for Level 2&3 Resellers and people on high level support. And since Ross made the --More-- prompt optional last Friday (thanks, Ross!) I was able to find the list of patches there without being massively frustrated, and mail off a request to support@sco.com for those I need. I just wish they would find it in their hearts to make the SOS number an 800 line, like the voice support line... |SCO may seem frustrating to deal with, but keep in mind that SCO |XENIX has exploded recently (last year or so), and the number of |customers is expanding greatly. That creates a support nightmare, |many of the calls being end-users (lack of reseller support, etc.) |who are calling in with problems that are trivial (but important). |All these things take time away from us people with the major problems. As one of those end-users you describe, I have much appreciated this support service. SCO Xenix is a pretty damned good UNIX implementation for the naiive-but-bright end-user, and the fact that I have a reliable system running here without the training course I wish now I had taken (and may yet) speaks well of the thought SCO has put into the product and its support. Any problem that interferes with the operation of a system is a major problem to the person who has it. -- "There are no magicians. There are no hidden | rutgers!lilink!upaya!tbetz people or gurus somewhere in secret. You have | Tom Betz, Greyston Foundation already been given the teaching by the greatest | 114 Woodworth Ave. illuminated sages born." - Gopi Krishna | Yonkers, NY 10701-2509