Support Checklist

The following information is necessary for our support team to understand and respond to your questions.

1. Text description of the problem(s)
   
2. Parallel Crystal server.log and gateway.log files (entire unedited files) which can be found in the
   <Path_To_Dynalivery>/Pcre/logs directory on the Parallel Crystal Report Server machine.
   
3. Seagate Crystal Report .rpt file for the report design
   
   1. With saved data (so we can reproduce their error without their database); and separately
      
   2. Without saved data so we can experiment with the template (changing saved data .rpt files causes them to lose the data)
      
4. Java, ASP or VB complete code sample (from where you open our API to where you close it) that illustrates the problem so that we can reproduce the error independently and off-site
   
5. (Optional) Screenshots of dialogue boxes for errors or warnings
   
6. Confirmation that they tried the report in question first in the Crystal Designer and second in the Parallel Crystal Desktop/Debug mode (off the start button)
   
7. Description of the network and database
   
8. Description of the report server hardware
   
   1. At least two Ultra wide SCSI drives (even in development)
      
   2. 512 MB RAM
      
   3. Preferably two or more Intel processors
      
   4. Preferably a RAID controller
      
   5. If you are using DOR rather than a native database connection like SQL, these requirements apply to the client (middle-tier / Web Portal Server), and also to the report server as DOR consumes much RAM.
      
      

Optional Additional Steps
Confirmation that the following work on the machine in question:

SimpleApp
Web/Portal Sample (http://www.dynalivery.com/customerservice/samplecode.html)

(This is very important to distinguish between a Parallel Crystal bug and a bug in the customer application). This step is especially important for customers using UNIX Middle tier / Web Portal Servers.