Citect Interface


Technical Support and Resources



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Technical Support and Resources


You can read complete information about technical support options, and access all of the following resources at the OSIsoft Technical Support Web site:

http://techsupport.osisoft.com (http://techsupport.osisoft.com)


Before You Call or Write for Help


When you contact OSIsoft Technical Support, please provide:

Product name, version, and/or build numbers

Computer platform (CPU type, operating system, and version number)

The time that the difficulty started

The log file(s) at that time

Help Desk and Telephone Support


You can contact OSIsoft Technical Support 24 hours a day. Use the numbers in the table below to find the most appropriate number for your area. Dialing any of these numbers will route your call into our global support queue to be answered by engineers stationed around the world.

Office Location

Access Number

Local Language Options

San Leandro, CA, USA

1 510 297 5828

English

Philadelphia, PA, USA

1 215 606 0705

English

Johnson City, TN, USA

1 423 610 3800

English

Montreal, QC, Canada

1 514 493 0663

English, French

Sao Paulo, Brazil

55 11 3053 5040

English, Portuguese

Frankfurt, Germany

49 6047 989 333

English, German

Manama, Bahrain

973 1758 4429

English, Arabic

Singapore

65 6391 1811

86 021 2327 8686



English, Mandarin

Mandarin


Perth, WA, Australia

61 8 9282 9220

English

Support may be provided in languages other than English in certain centers (listed above) based on availability of attendants. If you select a local language option, we will make best efforts to connect you with an available Technical Support Engineer (TSE) with that language skill. If no local language TSE is available to assist you, you will be routed to the first available attendant.

If all available TSEs are busy assisting other customers when you call, you will be prompted to remain on the line to wait for the next available TSE or else leave a voicemail message. If you choose to leave a message, you will not lose your place in the queue. Your voicemail will be treated as a regular phone call and will be directed to the first TSE who becomes available.

If you are calling about an ongoing case, be sure to reference your case number when you call so we can connect you to the engineer currently assigned to your case. If that engineer is not available, another engineer will attempt to assist you.


Search Support


From the OSIsoft Technical Support Web site, click Search Support.

Quickly and easily search the OSIsoft Technical Support Web site’s Support Solutions, Documentation, and Support Bulletins using the advanced MS SharePoint search engine.


Email-based Technical Support


techsupport@osisoft.com

When contacting OSIsoft Technical Support by email, it is helpful to send the following information:

Description of issue: Short description of issue, symptoms, informational or error messages, history of issue

Log files: See the product documentation for information on obtaining logs pertinent to the situation.


Online Technical Support


From the OSIsoft Technical Support Web site, click Contact us > My Support > My Calls.

Using OSIsoft’s Online Technical Support, you can:

Enter a new call directly into OSIsoft’s database (monitored 24 hours a day)

View or edit existing OSIsoft calls that you entered

View any of the calls entered by your organization or site, if enabled

See your licensed software and dates of your Service Reliance Program agreements




Remote Access


From the OSIsoft Technical Support Web site, click Contact Us > Remote Support Options.

OSIsoft Support Engineers may remotely access your server in order to provide hands-on troubleshooting and assistance. See the Remote Access page for details on the various methods you can use.


On-site Service


From the OSIsoft Technical Support Web site, click Contact Us > On-site Field Service Visit.

OSIsoft provides on-site service for a fee. Visit our On-site Field Service Visit page for more information.


Knowledge Center


From the OSIsoft Technical Support Web site, click Knowledge Center.

The Knowledge Center provides a searchable library of documentation and technical data, as well as a special collection of resources for system managers. For these options, click Knowledge Center on the Technical Support Web site.

The Search feature allows you to search Support Solutions, Bulletins, Support Pages, Known Issues, Enhancements, and Documentation (including user manuals, release notes, and white papers).

System Manager Resources include tools and instructions that help you manage: Archive sizing, backup scripts, daily health checks, daylight savings time configuration, PI Server security, PI System sizing and configuration, PI trusts for interface nodes, and more.


Upgrades


From the OSIsoft Technical Support Web site, click Contact Us > Obtaining Upgrades.

You are eligible to download or order any available version of a product for which you have an active Service Reliance Program (SRP), formerly known as Tech Support Agreement (TSA). To verify or change your SRP status, contact your Sales Representative or Technical Support (http://techsupport.osisoft.com/) for assistance.


OSIsoft Virtual Campus (vCampus)


The OSIsoft Virtual Campus (vCampus) Web site offers a community-oriented program that focuses on PI System development and integration. The Web site's annual online subscriptions provide customers with software downloads, resources that include a personal development PI System, online library, technical webinars, online training, and community-oriented features such as blogs and discussion forums.

OSIsoft vCampus is intended to facilitate and encourage communication around PI programming and integration between OSIsoft partners, customers and employees. See the OSIsoft vCampus Web site, http://vCampus.osisoft.com (http://vCampus.osisoft.com) or contact the OSIsoft vCampus team at vCampus@osisoft.com for more information.



Revision History


Date

Author

Comments

06-Nov-1998

RGM

Redesign: Version 1.x.x uses the functionality of the Citect v5.00 API. Version 2.x.x has been built using the functionality of Citect v5.10 API. Enhancement: Version 2 now supports event tags and output tags

19-Nov-1998

RGM

Enhancement: Writes the server timestamp to a file every minute. Deletes the file upon exiting. If the interface does not exit normally, this file will not be deleted. If /stopstat is specified in the startup file, the interface will check for this file when it starts up. If it exists, it will write the state specified by /stopstat to all its points. This prevents data from being interpolated after a restart of the interface when it exits abnormally. Bug fix: Cleans up properly when a tag is removed from the interface.

25-Nov-1998

RGM

Bug Fix: Now supplies username and password to CTAPI connect routine. Accepts them as command line parameters. Improvement: error messages now report more consistently and Citect based error messages are retrieved from Citect.

11-Dec-1998

RGM

Bug Fix: The character array for holding the Citect version number was too short. Lengthened from 16 to 80.

Improvement: If a tag fails to register with Citect, the Citect tag name (InstrumentTag) is reported instead of the PI tag name.



11-Dec-1998

RGM

Functionality Addition: Can now connect to a remote Citect host if the remote Citect host is version 5.20 service pack B or later. Use /CiHost=IP_Address /CiUser=Username

/CiPass=Password



09-Mar-1999

RGM

Functionality Addition: Can now connect to a remote Citect host if the remote Citect host is version 5.20 service pack B or later. Use /CiHost=IP_Address /CiUser=Username /CiPass=Password

15-Sep-2000

RGM

Changed the “I” part of /df= so that the input values reported were all reported to the log in groups of 8 instead of just the first 8.

Fixed a bug where the wrong message was reported in debug mode for /df=I



Added version resource so version tab appears in the file properties dialog. Changed the code to read this version info when logging to pipc.log

02-Mar-2001

AKF

Updated formatting to Skeleton 1.04

19-Mar-2001

KJM

Update info for PI Citect version 2.3.x

05-Apr-2001

KJM

Updated for PI Citect version 2.4.x Added interface failover parameters.

16-Jan-2002

KMillar

Updated for PI Citect version 2.5.x
String support. Added new section on failover configuration.

26-Mar-2003

KMillar

Added ICU documentation and 2.5.7 support for lockup detection (abort and restart)

08-Sep-2003

KMillar

Added comments about Citect API licenses.

30-Sep-2003

KMillar

Added /wto=x parameter description

26-Jan-2004

Chrys

2.6.0.3 Rev A: Reformatted; fixed headers & footers; removed redundant information; reordered to put in standard format; clarified that location2 not location1 corresponds to the .id; enhanced PI ICU information; added part number; added platforms

09-Mar-2005

KMillar

Added description of lockup detection and the StartService utility.

11-Mar-2005

MKelly

Fixed headers and footers. Modified the section on ICU control. Updated manual to latest interface skeleton 1.15.

21-Mar-2005

MKelly

Removed Random and replaced with PI Citect in Point Source description. Fixed headers and footer, TOC.

21-Apr-2005

Chrys

Changed some heading formats

31-Oct-2006

MKelly

Version 2.6.1.7 Rev C; Updated manual name to remove reference to Citect version, added Windows Server 2003 as a supported platform, fixed headers and footers.

21-Jun-2007

KMillar

Version 2.6.2.9 Rev A; Added SetDeviceStatus section and the use of /uht_id for health tags when running in failover mode

02-Jul-2007

Janelle

Version 2.6.2.9 Revision B: updated manual to Skeleton 2.5.2; fixed headers; alphabetized startup command line parameter table, updated screen shots of ICU

04-Jul-2007

KMillar

Version 2.6.2.9 Revision C: Updated sections for new skeleton.

11-Jul-2007

Janelle

Version 2.6.2.9 Revision D: Updated ICU control screen shots

08-Aug-2007

MKelly

Version 2.6.2.9 Revision E: Added Point Builder Utility as appendix B, fixed headers and footers, updated table of contents, updated several screenshots.

18-Jan-2008

KMillar

Version 2.6.2.9 Revision F: Added “Installing the Citect API DLL files” section to installation instructions.

18-Aug-2008

MKelly

Version 2.6.2.9 Revision G: Fixed second failover example for secondary interface the /cihost should be CitectB not CitectA.

03-Sep-2009

SHorwitz

Version 2.6.2.9 Revision H: Corrected error in supported features: Exception Reporting: Yes.

18-Aug-2010

MKelly

Version 2.6.2.9 Revision I: Added section on Citect Clusters to Introduction.

01-Feb-2011

SBranscomb

Version 2.6.2.9 Revision J; Updated to latest interface skeleton 3.0.32.

02-Feb-2012

AKoerner

Version 3.0.0.x Updated to the latest interface skeleton 3.0.34 Location 1 and 2 have been reversed, all interface specific failover information removed and replaced with UniInt Phase 2 Hot, Warm and Cold failover, added section titled Upgrading from Version 2 to 3.

29-Feb-2012

MKelly

Version 3.0.0.x Revision A; Updated formatting, corrected mistakes, inserted section breaks where appropriate, update ICU Control screenshots. Fixed headers and footers.

11-Feb-2012

RBalaraman

Version 3.0.2.x Updated Command line parameters and added section on point builder utility.





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