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
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1 510 297 5828
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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.
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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