Information Tools

     

Oftentimes, the amount of useful information provided by the various utilities we've discussed in this chapter is limited because the tools assume you know what you're looking for in the first place, which is often not the case. Also, knowing the cause of the error or understanding the error code doesn't always automatically tell you what the solution is. Therefore, you need to combine the diagnosis of your problem with some type of knowledge base to formulate an action plan to fix your DS problem. This section introduces a number of information tools that can assist you in the task:

  • LogicSource for NDS/eDirectory

  • Novell's technical support knowledgebase

  • Novell Internet newsgroups

  • Novell's Cool Solutions for eDirectory

  • Help files

LogicSource for NDS/eDirectory

In March 1998, during Novell's annual BrainShare Conference in Salt Lake City, Utah, Novell released an electronic document called "Understanding, Identifying and Resolving NDS Issues" (code named the Phoenix Document) that offered in-depth explanations of the concepts, processes, and operations of NDS. In mid-1998, the product was enhanced with more information and searching for data was made easier. The document is now known as "LogicSource for eDirectory" (see Figure 7.34) and is available as part of the Novell Professional Resource Suite (support.novell.com/subscriptions/subscription_products/nprs16.html) and the eDirectory Toolkit (support.novell.com/subscriptions/subscription_products/product_toolkits17.html).

Figure 7.34. Sample page from "Logic Source for eDirectory."

graphics/07fig34.gif


Designed to help you manage and support all versions of NDS and eDirectory, "LogicSource for eDirectory" includes descriptions of common error codes to help you learn why they occur and how to avoid them. "LogicSource for eDirectory" contains more than 1,500 pages of detailed information (perhaps more than you ever cared to know!) about the various DS processes and steps for setting up directory trees.

The information included in "LogicSource for eDirectory" covers the following subjects:

  • Understanding Novell Directory Services

  • Novell Directory Services background processes

  • Novell Directory Services background process requests

  • Novell Directory Services partition and object operations

  • Resources for supporting Novell Directory Services for different operating system platforms

  • Identifying and resolving Novell Directory Services issues

  • Novell Directory Services Error Codes

  • Novell Client, operating system, and other error codes

Novell Knowledgebase

Over the years , Novell Technical Support (NTS) has collected and published reported issues and resolutions for all Novell products, including the NetWare operating system and its components . The information is available in the form of technical information documents (TIDs). You can access these TIDs, free of charge, 24 hours a day, 7 days a week over the Internet from Novell Technical Support's Web site at support.novell.com/search/kb_index.jsp. The TIDs are stored in a searchable database. You can search using a single word, a phrase, or a TID number, and you can combine multiple words together using Boolean operators.

TIP

When searching for a DS error code, which is usually a negative number (such as -625 ), in the knowledgebase, do not enter -625 as the keyword. Instead, enter "-625" ( putting quotes around the number). Without the quotes, the search engine matches on the number 625, which can appear in many TIDs.


The resulting hit list is graded by relevance. The better a TID matches your search criteria, the higher the assigned percentage. From the same Web site (support.novell.com), you can find and download the latest patches and file updates relevant to your problem.

The online knowledgebase is easy to use and readily available ” if you have a reliable Internet connection. Have you ever been at a client site at 2 a.m. and needed the latest NetWare 6.5 DS.NLM update so you could install a NetWare 5 server into an existing NetWare 6 tree and there's no RJ-11 jack in sight? Or have you needed to download NetWare 6's Support Pack to get the new DS.NLM update to address an eDirectory error you have encountered , only to find your Internet connection is slower than molasses in winter because everyone is checking the Super Bowl Web site and eating up all available bandwidth? Yes, you can easily find and download these patches from the Internet, if you have a fast (T1 or better) link because the files are very large. (For example, NetWare 6.5 Support Pack 1.1 is 400MB!) But sometimes you simply can't wait an hour for a file to be downloaded. The alternative is the Novell Support Resource Library ( formally Novell Support Connection CD).

Other than "LogicSource for eDirectory" (and for other products such as ZENworks), Novell also make the TIDs and patch files available on a set of CDs, known as the Novell Support Resource Library (support.novell.com/subscriptions/subscription_products/nsrl19.html). The Resource Library provides fast and easy access to the specific information you need and enables you to do onsite troubleshooting, acting as an immediate first point of reference for technical information.

NOTE

The Novell Support Resource Library is usable on any Windows (and soon also on Linux) desktop. No network access is required to fully utilize the monthly updates.


The one disadvantage of Resource Library versus the online knowledgebase is that the CDs are generally a few weeks behind what's available on the Web site, due to lead time needed to produce and ship the product.

Novell Internet Newsgroups

Not all knowledge is passed on in writing; some is simply passed verbally as whispered wisdom, and some knowledge can be gained from hands-on experience. Knowledgebases are wonderful tools, but they are only as complete as the number of issues reported to Novell Technical Support. For every reported problem, there's probably five that are not reported.

To facilitate Novell customers around the world to share their experiences and tips and tricks for dealing with problems, Novell operates a set of Internet newsgroups, known as the Novell Product Support Forums (formerly Novell Support Connection forums). The main purpose of these message forums is to offer a place to discuss and obtain technical support related to released Novell products. Within these newsgroups, you're free to ask questions, respond to any forum message that interests you, or tell others about your latest adventure with your Novell product. If you can assist a fellow user , feel free to jump into the conversation because peer-to-peer support is highly encouraged.

NOTE

You might have used the Novell Product Support Forums in their previous incarnation. Prior to being on the Internet, Novell sponsored a set of messaging forums on CompuServe Information Service (CIS; now part of America Online), known as NetWire. In 1997, Novell moved off CIS and implemented the current Internet newsgroups infrastructure.


You can access the Novell Product Support Forums either via the Web interface using your favorite browser or via an NNTP newsreader, the Internet news protocol. For more information, visit support.novell.com/forums/.

NOTE

A number of mailing lists on the Internet are devoted to Novell products. Perhaps the most well-known one is the NOVELL@lsv.syr.edu mailing list. Refer to www.nbd.dk/faq/nvfaq-b.htm for more information.


Novell Cool Solutions for eDirectory

The Novell Cool Solutions Web site is the source of many real-world business and technology guidance and hands-on techniques for executives, managers, developers, and other professionals who must choose and use appropriate information and business technology, products, and services. Divided into a number of "communities" based on products, the Cool Solutions for eDirectory (www.novell.com/coolsolutions/nds/) is one of the founding communities.

From the Cool Solutions for eDirectory home page, you can access a large number of eDirectory-related articles and Q&As, as well as download tools to address any specific needs you may have in terms of eDirectory management. From time to time, you will also find announcements of new eDirectory TIDs and requests for participation in Novell's beta test program for various products.

Help Files

Other than the various knowledge sources discussed previously, many people often overlook the wealth of information available in the online help files included with many of the utilities. For example, NDS iMonitor includes context-sensitive help and can offer information about a reported DS error code (see Figure 7.35), such as possible causes and corrective actions. Also included with the NDS iMonitor help file is a list of DS and server error codes you might find useful.

Figure 7.35. NDS iMonitor online help.
graphics/07fig35.gif

Frequently, by combining the help information offered by the utilities and the TIDs available from Novell, you'll have a good starting point for your troubleshooting efforts.

NOTE

Novell's Web site has a number of TIDs and documents that list error codes. None of them, however, are complete. Some codes are listed in one document but are missing from another. Therefore, taking all the error code documents that we can find and combining them with the information from the latest version of the Novell Development Kit results in Appendix A, " eDirectory Error Codes." We have expanded or added explanations for each of the listed error codes. At the time of this writing, the list of error codes presented in Appendix A is the most comprehensive compilation available anywhere .




Novell's Guide to Troubleshooting eDirectory
Novells Guide to Troubleshooting eDirectory
ISBN: 0789731460
EAN: 2147483647
Year: 2003
Pages: 173

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