Reporting Problems
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## Reporting Problems

Reporting bugs and other problems is very important: it allows Red Hat to solve your problem quickly, and improves the eCos product. The effort you make in reporting problems is appreciated.

To submit a problem report, please use the web interface. If you have a CD distribution of the eCos Developer's Kit, you should use the address:

http://support.cygnus.com.

You will need a login name and an ID, provided by your administrator.

If you are using the eCos Net release you should use the address

http://sourceware.cygnus.com/ecos/problemreport.html.

##### Known Bugs in eCos and GNUPro

Before filing and bug reports, however, please read the README provided with this release. It describes known problems and possible workarounds in eCos or with the GNUPro Toolkit . The file is at the base of the distribution.

### How to Report Problems

For documentation discussing the means to report on, edit and query problems, see the following Accessing Red Hat Web Support to report problems , or Additional options in this chapter.

This documentation serves only as a guide and it is not meant to supercede the Help documentation on the Web Support site. We have tried to make our software as trouble-free as possible. If you do encounter problems, we'd like to diagnose and fix the problem as quickly as possible.

### Accessing Red Hat Web Support to Report Problems

If you have a CD distribution, use the following instructions to access the Red Hat Support website.

- Use the following URL in your web browser's address or location dialog box.

http://support.cygnus.com

- Click on the Case Management System icon, enter your ID and password, and the Welcome page will be displayed.

Access the Welcome page at any time by using the `Welcome` link (in the navigation bar on the left side of each Web Support page).

If you have the CD distribution, your details will have been entered in the database, and will be displayed on the Welcome page. If you wish to alter these details, select the Profile link in the navigation bar on the left side of the page.

- Use the links included in the navigation bar on the left side of the page to perform any of the following Red Hat Web Support activities.

- `New Case` (see Submitting a support request, and the Red Hat Support website)

- `Query Case` (see Additional options, and the Red Hat Support website)

- `Add Notes` (see Additional options, and the Red Hat Support website)

- `Find Solutions` (see Additional options, and the Red Hat Support website)

- `Profile` (see Additional options, and the Red Hat Support website)

- `Help` documentation see Additional options, and the Red Hat Support website)

- `Close Case` (see Additional options, and the Red Hat Support website)

### Submitting a Support Request

Use the following instructions to submit a support request, once you have a valid ID established.

- Click on `New Case` to create a new reported problem case.

The New Case page allows you to complete the creation of a new case. If there is more than one site, select the site relating to your problem.

- Click on `Use This Site ID` button to display a list of the relevant products.

- Select a product from the list and then click on the `Create Case for Selected Product` button.

Each customer has a valid list of parts of Red Hat products for which they can submit problem reports. These components are part of the Web Support database.

- Type a brief description of the case in the `Case Title` field. You can enter up to 80 characters in this field.

- Select a case type from the `Type` drop-down menu that best describes the case.

- Select a customer severity level from the `Severity` drop-down menu that best describes how severe you view this problem.

- Select a case priority level from the `Priority` drop-down menu that best describes the priority of this case to Red Hat.

- Type a complete description of your case in the `Problem Description` field.

Use the scrollbars to scroll text in this field. You can add up to 30 kilobytes of text in this field.

- Click on the `Create Case` button at the bottom of the page to create the case in the Red Hat Web Support database. Alternatively, clear the input fields on the New Case page, using the `Clear` button.

After you create your case, the Case Details page displays, which includes the Case ID number that the support database assigns to your case.

To create a new case for a different site and/or part, click the `New Case` link in the navigation bar; then use the previous instructions.

### Additional Options

The following documentation discusses the other features for the Red Hat Web Support site. Red Hat has a database to help in determining when problems developed, tracking the problems case from their first report through analysis and resolution. The database can also be used for correlation with other products as well as to other related problems.

- Click on `Query Case` to find an existing problem case in our database.

You may examine problem cases in the Red Hat Web Support database, searching by solution ID or by entering keywords and/or a key phrase. There are options on this page enabling you to control how your search works.

At this point, view a problem case's details, check its status, add notes or close a problem.

- Click on `Add Notes` to add additional data to an existing case in our database.

- Click on `Find Solutions` to search for problem solutions in the database. The search will provide a list of the current problem cases in the Red Hat Web Support database.

- Click on `Profile` to change your profile information and/or your Web Support password in our database. A Profile page wil be displayed.

- Click on `Help` for questions about using the Web Support page. The online help documentation for the Web Support site supercedes this guide; it is not meant to supercede the more updated Help documentation for the Web Support site.

- Click on `Close Case` link to close a case. Closing a case brings the problem to its resolution.

#### Updating your profile

Clicking on Profile allows you to enter the following details.

- Your contact name

- The primary phone number where Red Hat Support can contact you

- FAX number Red Hat Support can use to send you information

- Your e-mail address

- Your site ID, used to identify your primary site in the Web Support database
  (a Red Hat representative will provide this information)

- Your site name

Reporting Problems
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