CONTACTS 
0201 - JPS Net                            800 711 5353 fax or 800...
020101 - Mr. Joe NLN; Customer Support Rep; Technical Service  =415 376 0121
0202 - Netscape, General Store            650 937 2555
020201 - Mr. Scott NLN; Customer Support Rep
020202 - Technical Support      =800 639 0939
0203 - Microsoft Corporation              Telephone
020301 - Mr. Daniel NLN; Technical Rep; Internet Explorer Support 425 635 7123

SUBJECTS
Web Site, SDS Data Base, Diary 02 Testing
Intelligence Business
Test Delivery, Access by Web Browser over

0705 -    ..
0706 - Summary/Objective
0707 -
070701 - Follow up ref SDS 15 1437, ref SDS 14 4305.
070702 -
070703 - Verified solution to problem yesterday of not being able to open links
070704 - on Web page from email.  Encountered new problem of not opening links
070705 - in an SDS record to another record.  Partial solution for Netscape
070706 - cost $25 by making filename extension same case as on server.
070707 - ref SDS 0 2190
070708 -
070709 - MS is charging $95 for their HTML Developers Support group to
070710 - investigate why MS IE is not opening links. ref SDS 0 5918
070711 -
070712 -     [Got solution to IE problem on 980320, ref SDS 20 2241.]
070713 -
070714 - The solution to Netscape problem is similar to the email problem, both
070715 - take 10 seconds, but many hours to discover what to do in those 10
070716 - seconds.
070717 -
070718 -     [Similar result on IE problem. ref SDS 20 5182]
070719 -
070720 -
070721 -
070722 -
0708 -
0709 -
0710 - Progress
0711 -
071101 -  ..
071102 - Submit Test Email to Verify System is Working
071103 -
071104 - Follow up ref SDS 15 3739.
071105 -
071106 - I uploaded more records last night.  Took about 4 hours.
071107 -
071108 - This morning I tested the email submission made last night.  We can
071109 - access the SDS records identified in the email, but we are not getting
071110 - the SDS records linked in the SDS records, explained at ref SDS 0
071111 - 4363.
071112 -
071113 - After a lot of invstigation, seem to have partial solution using
071114 - Netscape by simply using the same case for entering the filename
071115 - extension that is on the server, i.e., HTM.  MS Internet Explorer
071116 - still not accessing the links.  MS will call us tomorrow or the next
071117 - day to investigate a solution.
071118 -
071119 -
071120 -
071121 -
0712 -

SUBJECTS
Testing
SDS Linking System
Linking Address for SDS Web Pages
Cannot Access Linked Data

1407 -
140701 -  ..
140702 - Solved Problem of Accessing SDS Web Pages Cited in Email
140703 -
140704 - Follow up ref SDS 15 1935.
140705 - ..
140706 - Sent another test message to myself with links to 2 SDS records,
140707 - ref SDS 14 1583, per ref SDS 15 3739
140708 -
140709 - We open the email and in it click on the link to an SDS record.
140710 -
140711 -       http://www.welchco.com/sd/08/00101/02/98/03/15/220443.htm
140712 - ..
140713 - The SDS record opens in the Web browser for IE and Netscape.
140714 -
140715 - This indicates we have solved the problem that took 6 hours to
140716 - investigate yesterday. ref SDS 15 1840
140717 -
140718 - Note the solution was mainly getting the JPS server to run.
140719 -
140720 -
140721 -
1408 -

SUBJECTS
Testing
SDS Linking System
Linking Address for SDS Web Pages
Cannot Access Linked Data

2107 -
210701 -  ..
210702 - Cannot Access SDS Web Page Linked in SDS Web Pages
210703 -
210704 - In the SDS record opened in the Web browser, I click on a link to
210705 - another SDS record and get the following:
210706 -
210707 -    The requested URL /sd/08/00101/02/98/03/02/141119.htm was not found
210708 -    on this server.
210709 -
210710 -    The requested URL /sd/08/00101/02/98/03/14/212210.htm was not found
210711 -    on this server.
210712 -
210713 - I used ws_ftp to open or Web site.  It appears to have the files:
210714 -
210715 -            /sd/08/00101/02/98/03/02/141119.htm
210716 -
210717 -    ...which I uploaded last night. ref SDS 18 3049
210718 - ..
210719 - Why is JPS reporting that the linked record is not found on the
210720 - server, now that we have solved the prior access problems reported on
210721 - 980316? ref SDS 15 2178.
210722 -
210723 -    See solution for Netscape that the server is using Unix which is
210724 -    case sensitive for the file name, including the extension. ref SDS
210725 -    0 2190]
210726 -
210727 -    [Solution for IE was our HTML code was slightly non-compliant, and
210728 -    Netscape overlooked it, but IE crashed. ref SDS 20 5182]
210729 -
210730 -
210731 -
210732 -
2108 -
2109 -
2110 - 0902 Talked to Bill
2111 -
211101 -  ..
211102 - JPS Says Server Failing Because Welch HTML Code Incorret
211103 -
211104 - We looked at the record for 980315, and saw a link to the record on
211105 - 980314.  Bill noticed the record for 980314 is on the JPS server, and
211106 - he observed that clicking on the link it in the record for 980315
211107 - returned a message that the file is not on the JPS server.
211108 -
211109 - He is investigating why the link is not working.
211110 - ..
211111 - Bill found that the target record has HTML for a link address
211112 - entered incorrectly.  There should be a # in front of the ID string.
211113 -
211114 - I told him I would investigate further and make corrections.
211115 -
211116 -
211117 -
211118 -  ..
2112 -
2113 -
2114 - 1039 Completed Investigation
2115 -
211501 - HTML Manual Shows (a name= command does not take a # param.  The
211502 - target address is simply put in quotes.  See...
211503 -
211504 -              HTML
211505 -              The Definitive Guide
211506 -              O'Reilly & Associates Publishers
211507 -              2nd Edition
211508 -
211509 -              Chapter 6 - Links and Webs page 200
211510 -
211511 -    ...purchased on 971112. ref SDS 1 2934
211512 -
211513 - I did some testing on our copy of the data base that is on the e:
211514 - drive.
211515 -
211516 - The links work okay in Netscape, but they are failing on Internet
211517 - Explorer. ref SDS 0 5888
211518 -
211519 -     [On 980320 Microsoft HTML engineers pointed out that our code is
211520 -     incorrect because it has a space between the filename extension
211521 -     and the anchor "#" symbol. ref SDS 20 5182]
211522 -
211523 -     [Corrected mistake at ref SDS 19 2784.
211524 -
211525 - The failure in Netscape on the server is similar to IE on the local
211526 - drive.
211527 -
211528 -     [However, it turned out the failures were for different reasons,
211529 -     and this made discovery of the solution harder because the mind
211530 -     was seeking a common cause.  Netscape failed because the filename
211531 -     extension was not upper case in the Welch code. ref SDS 0 2190  IE
211532 -     failed both because the filename extension was not upper case, and
211533 -     because we put a space between the end of the filename and the
211534 -     anchor spec. ref SDS 20 5182]
211535 -
211536 -     [On 990125 possible solution online books. ref SDS 21 6388]
211537 -
211538 -
211539 -
211540 -
2116 -

SUBJECTS
SDS Links
Not Accessing SDS Links to JPS Net
SDS Web Page Interface
Access to Links Failing, Netscape and IE

2807 - 1234 Called Netscape
2808 -
280801 -  ..
280802 - Netscape Technical Support Says Welch HTML Code Correct
280803 -
280804 - Selected option to pay for technical support.
280805 -
280806 - Costs $25
280807 -
280808 - We got a PIN number:
280809 -
280810 -                          500 464 9151
280811 -
280812 - Talked Bret Erickson
280813 -
280814 - He assigned a problem number...
280815 -
280816 -                         #373041
280817 -
280818 - Bret said he will keep it open for 48 hours, so we can call back to
280819 - follow up if necessary.
280820 -
280821 - I explained how to log onto our Web site and open the test record at:
280822 -
280823 -       http://www.welchco.com/sd/08/00101/02/98/03/15/220443.htm
280824 -
280825 -  ..
280826 - Bret said our HTML code appears to be correct.
280827 -
280828 - He said Netscape is sending the request to the server, and so the
280829 - data may not be on the IP address.
280830 -
280831 - He feels the problem is with the Web server software.
280832 -
280833 -   Bret called back with solution, below. ref SDS 0 2190
280834 -
280835 -
2809 -
2810 -

SUBJECTS
SDS Web Page Interface
Access to Links Failing, Netscape and IE
Relative Links

3706 - 1329 called JPS
3707 -
370701 -  ..
370702 - JPS Technical Support Suggests Using "Relative" Link Spec
370703 -
370704 - Talked to Wendall.
370705 -
370706 - Explained background of discussions with Wendall's colleague, Bill.
370707 - ref SDS 0 2016.  Reviewed information from HTML manual, ref SDS 0
370708 - 4481, and discussions with Netscape on Welch code. ref SDS 0 2886
370709 -
370710 - Wendall examined the source code for our file. ref SDS 14 4305.
370711 - ..
370712 - He said that links do not require the IP address when the
370713 - target file is in a directory at the same IP address.
370714 -
370715 - He said we can omit the following portion of the link spec.
370716 -
370717 -                 http://209.63.229.133/
370718 -
370719 -     ...Wendall called this a "relative" link address, and said to
370720 -     simply enter:
370721 -
370722 -       <A HREF="sd/08/00101/02/98/03/14/212210.htm #1380">
370723 -
370724 - I pointed out that we have an extensive directory structure.
370725 -
370726 - Wendall said he noticed that, and asked why it has to be so
370727 - complicated?
370728 -
370729 - I asked if he is sure about the idea of omitting the IP address in
370730 - the link spec?
370731 -
370732 - Wendall said he creates Web pages and this experience informs his
370733 - suggestion.
370734 -
370735 -
370736 -
370737 -
3708 -
3709 -
3710 - 1347 Tested JPS Idea
3711 -
371101 -  ..
371102 - Relative Link Procedure Suggested by JPS Failed
371103 -
371104 - I saved the record at ref SDS 14 4305 in HTML code, and modified the
371105 - link as follows:
371106 -
371107 -   Changed...
371108 -
371109 -     <A HREF="http://209.63.229.133/sd/08/00101/02/98/03/14/212210.htm
371110 -     #1380">xxx SDS 10 1380</A>
371111 -
371112 -   ...to:
371113 -
371114 -     <A HREF="sd/08/00101/02/98/03/14/212210.htm #1380">xxx SDS 10
371115 -     1380</A>
371116 -
371117 - I uploaded this to the server.
371118 -
371119 -
371120 -
371121 -
3712 -
3713 -

SUBJECTS
SDS Links
Not Accessing SDS Links to JPS Net
SDS Web Page Interface
Access to Links Failing, Netscape and IE

4507 - 1407 received call from Bret at Netscape
4508 -
450801 -  ..
450802 - Netscape Suggests Substituting Domain Name for IP Address
450803 -
450804 - Bret said he has been working on our problem and thinks he has a
450805 - solution, per prior discussion above. ref SDS 0 2211
450806 -
450807 - He copied our link spec into another file and changed the IP address
450808 - to the Domain name.  He then had success opening the linked file.
450809 -
450810 - I explained the idea of relative address that Wendall at JPS just
450811 - suggested.
450812 -
450813 - Bret felt that could have merit.
450814 -
450815 - While we talked, I was trying Wendall's idea of elminating the IP
450816 - address for links on the same URL.
450817 -
450818 - The server again returned an error saying the server could not find
450819 - the file.
450820 -
450821 -     What seems to be occurring is that if we omit the IP address, the
450822 -     Web browser appends the string in the link spec to the prior
450823 -     directory spec, rather than substitute the link directory for the
450824 -     current directory.  We get something like:
450825 -
450826 -     http://209.63.229.133/sd/00101/02/98/03/15/sd/08/00101/02...
450827 -
450828 -     This will not work for us, based on our level of knowledge about
450829 -     specifing file structures, because the next file is not in the
450830 -     same directory.
450831 -
450832 -     In theory, we might be able to read the directory of the current
450833 -     file.  Determine the level at which the linked file diverges, it
450834 -     would be at the Username, year, month or day, and then enter only
450835 -     the remaining part of the address, as a relative address.
450836 -
450837 -
450838 -         ..
450839 -        Relative Address Links - Are They More Responsive?
450840 -
450841 -        We should inquire about whether relative addressing for links
450842 -        is faster in opening the file, because the system does not have
450843 -        to hunt the system for the URL.
450844 -
450845 -        If not, then there is no evident reason to switch to relative
450846 -        addressing in our application.
450847 -
450848 -        I suspect other factors have a larger impact on the speed of
450849 -        accessing server files, like amount of traffic, quality of
450850 -        phone line, speed of modem.
450851 -
450852 -
450853 - Bret said his idea was not working as well as he had earlier thought.
450854 -
450855 - He was opening the intial file, but not the link within the file, so
450856 - that does not get any further than we already had.
450857 -
450858 -
450859 -
450860 -
4509 -

SUBJECTS
SDS Links
Not Accessing SDS Links to JPS Net
SDS Web Page Interface
Access to Links Failing, Netscape and IE
HTML Coding Support
Address Linking SDS Web Pages
Unix Case Sensitive
Path Filenames Case Sensitive in Unix
Unix Case Sensitive
Case Sensitive, Unix Servers

6113 -
611301 -  ..
611302 - Solution:  File Extensions Same Case as on Server
611303 -
611304 - Bret suggested we try to change the lower case .htm to upper case HTM.
611305 -
611306 - Bret indicated his understanding that Unix is case sensitive and he
611307 - noticed our records on the server all have filename exentions of HTM.
611308 -
611309 - We tried this and it seems to solve the problem, reported on 980316.
611310 - ref SDS 0 4880.
611311 -
611312 -     ...but, IE is still failing. ref SDS 0 5888
611313 -
611314 -     [See analysis of rework on productivity of computers. ref SDS 20
611315 -     3239]
611316 -
611317 -     [See correction to SDS code for HTML. ref SDS 19 2227]
611318 -
611319 -     [On 980320 got solution to IE problem. ref SDS 20 5182]
611320 -
611321 -
611322 - I created another test record and uploaded it to the server.
611323 -
611324 - Used the same spec as before, except changed "htm" to HTM, as follows:
611325 -
611326 -     <A HREF="http://209.63.229.133/sd/08/00101/02/98/03/14/212210.HTM #1380">ref SDS 10 1380</A>
611327 -
611328 -   ...and
611329 -
611330 -     <A HREF="sd/08/00101/02/98/03/14/212210.HTM #1380">ref SDS 12 1380</A>
611331 -
611332 - This tests the idea of eliminating the IP address but using upper case
611333 - for the filename extension.
611334 -
611335 - I transferred the file to the server, opened the file and clicked on
611336 - the links.
611337 -
611338 - The first one with the full IP address works.
611339 -
611340 - The second link that omits the IP address fails, so Wendall's idea was
611341 - not effective in our case. ref SDS 0 6603
611342 -
611343 -     [See analysis of rework on productivity of computers. ref SDS 20
611344 -     3239]
611345 -
611346 -
611347 -  ..
611348 - Lower Case for SD Level Does Not Crash Links in Way That HTM Does???
611349 -
611350 - This is another example of how circumstance plays tricks on the mind,
611351 - similar to the problems accessing SDS Web pages from email reported on
611352 - 980316. ref SDS 15 1680
611353 -
611354 - Why do we need upper case for the filename extension, ref SDS 0 2190,
611355 - and not for the sd level in the directory structure on the ISP server?
611356 -
611357 -     [On 990426 everything crashing when we convert from NT back to
611358 -     Unix, because we have a lot stuff that uses sd and also a lot
611359 -     stuff that uses SD. ref SDS 22 0288]
611360 -
611361 - The answer is becasue we had to manually create the sd directory on
611362 - the server in order to upload to a comparable level on our local
611363 - computer so it could differentiate from other levels on the h: drive.
611364 -
611365 - The sd directory on the server was created in lower case.
611366 -
611367 - The HTM file extension is created on DOS on the local computer. Since
611368 - it is a DOS file, DOS stores it only as upper case.  Therefore, when
611369 - files are transferred to the server, they are transferred always in
611370 - upper case.
611371 -
611372 -     [See analysis of rework on productivity of computers. ref SDS 20
611373 -     3239]
611374 -
611375 -
611376 -
611377 -
611378 -
6114 -

SUBJECTS
Access Link Failed on Web
SDS Web Page Interface
SDS Linking System
Internet Explorer
%20 Added to Link Address for Anchor
Customer Support Unproductive

7209 -
720901 -  ..
720902 - Internet Explorer (IE) Still Failing
720903 -
720904 - The fix that works for Netscape does not solve the problem for IE.  It
720905 - still is not opening the link, even after changing the case for the
720906 - file extension. ref SDS 0 2190
720907 - ..
720908 - IE seems to be adding a "%20" string between "HTM" and the link
720909 - location "#1380" in our test sample.
720910 -
720911 -     MS Technical Support Supervisor for IE feels this may be
720912 -     important. ref SDS 0 2721
720913 -
720914 -     [On 980320 Microsoft HTML engineers pointed out that our code is
720915 -     incorrect because it has a space between the filename extension
720916 -     and the anchor "#" symbol. ref SDS 20 5182]
720917 -
720918 -     [See analysis of rework on productivity of computers. ref SDS 20
720919 -     3239]
720920 -
720921 - I am seeing if it does the same thing on the local drive, since it is
720922 - not opeing links there as well.
720923 -
720924 - I am trying changing "sd" to "SD" as well, as changing "htm" to "HTM."
720925 -
720926 - This did not solve the problem for IE.
720927 -
720928 - As well, it is not returning the "%20" string when it tries to open a
720929 - link on the local drive, as it is when calling a link on the network
720930 - server.
720931 -
720932 -
720933 -
720934 -
7210 -
7211 -
7212 - 1529 called Microsoft
7213 -
721301 -  ..
721302 - MS Technical Support for IE Refers to HTML Developers Support Group
721303 -
721304 - Talked to Tammy
721305 -
721306 - She says we have 11 days left on our IE free help program.
721307 -
721308 - Tammy transferred me to the Technical Support Queu.
721309 -
721310 - Talked to Scott
721311 - ..
721312 - We examined together the problem of IE failing to open the link
721313 - in the record at ref SDS 14 4305 to the record at ref SDS 11 1380.  I
721314 - explained the background of getting Netscape to work, per above.
721315 -
721316 - I pointed out the "%20" being added by IE, that is not added by
721317 - Netscape, and is not part of our source code. ref SDS 0 2269
721318 -
721319 - Scott said MS Technical Support does not support customers in applying
721320 - HTML, but he offered to investigate.
721321 -
721322 - Scott asked me to hold on.
721323 -
721324 - He came back on-line and said he could not get a solution.
721325 -
721326 - Scott suggested I contact the Microsoft department that handles Web
721327 - site development support.  He said to ask for:
721328 -
721329 -         Developers Support Group for Internet Explorer 4.0.
721330 -
721331 - Scott transferred my call.
721332 -
721333 -
721334 -
7214 -
7215 -
7216 - 1618 Connected to MS Pay for Incident Support on IE 4.0
7217 -
721701 - Talked to Linda.
721702 -
721703 - Linda said it costs $95 to explain the problem with IE to an MS
721704 - software engineer.
721705 -
721706 - She says the charge of $95 is refunded if the problem is not solved.
721707 -
721708 - I decided to call them back, so we can use their 800 number that they
721709 - pay for instead of me, since I called on a standard line, which is
721710 - charged to us as long distance.
721711 -
721712 - Linda said to call:        800 936 5900
721713 -
721714 -    Ask for Wins Api Unit, which is "programming"
721715 -
721716 -            Developer Support for HTML
721717 -
721718 -
721719 -
721720 -
7218 -
7219 -
7220 - 1628 called MS back             800 936 5900
7221 -
722101 - Talked to Keith.
722102 -
722103 - He said the charge is $35 not $95, for help with IE.
722104 -
722105 - Keith took our MBNA Mastercard number, and transferred me to an
722106 - engineer.
722107 -
722108 - I mentioned Linda's suggestion to ask for:
722109 -
722110 -            Developer Support for HTML
722111 -
722112 - Keith said he would transfer me to that unit.
722113 -
722114 - The phone then went dead.
722115 -
722116 - Called back, talked to Patrick.
722117 -
722118 - He transferred me forward again.
722119 -
722120 -
722121 -
722122 -  ..
7222 -
7223 -
7224 - 1638 Connected to Software Engineer
7225 -
722501 - MS Routes Call Back to Technical Support for IE
722502 -
722503 - Talked to Mathew.
722504 -
722505 - He said this is not his kind of work.
722506 -
722507 - Turned out he is not in the department that provides...
722508 -
722509 -                 Developer Support for HTML
722510 -
722511 - Mathew transferred my call.
722512 -
722513 - Actually, someone else came on the line and asked who I am trying to
722514 - reach?
722515 -
722516 - I explained that Linda said we should talk to
722517 -
722518 -                 Developer Support for HTML
722519 -
722520 - This person said the direct number for that group is:
722521 -
722522 -                     800 936 4600
722523 -
722524 - I was transferred to the unit...
722525 -
722526 -
722527 -
7226 -
7227 -
7228 - 1648 Connected to Customer Service
7229 -
722901 - Talked to Sam
722902 -
722903 - Sam asked for our IE registration number.
722904 -
722905 - Sam says we still have 11 days of free support, so there is no
722906 - charge.
722907 -
722908 - He is transferring me to a software engineer.
722909 -
722910 -
722911 -
7230 -
7231 -
7232 - 1712 connected to
7233 -
723301 -  ..
723302 - Assigned Task #; Difficulty Getting to HTML Developers Support Group
723303 -
723304 - Talked to Mark
723305 -
723306 - I explained the problem.
723307 -
723308 - He said this is not the right place.  He said we need to talk to...
723309 -
723310 -                 HTML Developers Support
723311 -
723312 - I explained the background of having tried to contact this group.
723313 -
723314 - Mark said he will give us a task number that enables us to get prompt
723315 - connection to the correct support people.  He said whatever happens
723316 - from now on the Task Number will ensure we are directed to the right
723317 - people.
723318 - ..
723319 - Task number:  30256401
723320 -
723321 - Mark said the MS unit that works on our kind of problem is...
723322 -
723323 -                 HTML Developers Support
723324 -
723325 - He transferred my call...
723326 -
723327 -
723328 -
7234 -
7235 -
7236 - 1707 Connected to Customer Support
7237 -
723701 - Talked to Eraldo.
723702 - ..
723703 - Eraldo said he is a specialist in determining what support to
723704 - provide to customers.
723705 -
723706 - He asked me to explain the problem.
723707 -
723708 - I explained the problem. ref SDS 0 2387
723709 -
723710 - Eraldo said he thinks we should go upstairs to the Administration
723711 - Department, because we have already been everywhere else.
723712 -
723713 - I explained the discussion with Mark that we should go to
723714 -
723715 -                 HTML Developers Support
723716 -
723717 - I asked Eraldo if he has had a chance to review the record on task
723718 - #30256401?
723719 -
723720 - Eraldo asked me to hold on while he checks the record.
723721 -
723722 - He came back on line and said there is a unit called:
723723 -
723724 -                  Wins Api
723725 -
723726 -   ...which is described in his manual as providing
723727 -
723728 -            Developer Support for HTML
723729 -
723730 - He said this will cost $95.
723731 -
723732 - Eraldo took our credit card again to charge the $95.
723733 -
723734 - He said he would transfer us to the...
723735 -
723736 -                  Wins Api
723737 -
723738 -    ...unit, and wished me a good day.
723739 -
723740 - The line went dead.
723741 -
723742 -
723743 -
7238 -
7239 -
7240 - 1719 called MS back
7241 -
724101 - Talked to David.
724102 -
724103 - Gave him the task number. ref SDS 0 4154
724104 -
724105 - David said he would transfer us to Technical Support for IE 4.0.
724106 -
724107 - I explained the background indicating we have been to Technical
724108 - Support several times and they have been trying to send us to
724109 - Developers Support for HTML.
724110 -
724111 - I asked if the task number shows the action taken by Eraldo? ref SDS 0
724112 - 4533
724113 -
724114 - David said there is nothing in the record on Eraldo's work.
724115 -
724116 - He agreed to transfer me to Wins API, instead of Technical Support for
724117 - IE.
724118 -
724119 - I asked him to stay on the line to make sure we get through this time.
724120 -
724121 - David said he would do this.
724122 -
724123 - I was on hold for about 15 minutes listening to music.
724124 -
724125 - David came back on line and said he sees what is going on now.
724126 -
724127 -
724128 -  ..
724129 - MS Escalates Solution Effort, Transfers to Tech Support Supervisor
724130 -
724131 - David said our matter is going to be escalated.  He said someone will
724132 - call us tomorrow.
724133 -
724134 - I asked about gettng assistance this afternoon, since we have been
724135 - waiting for an hour or so.
724136 -
724137 - David asked me to hang on to talk to his supervisor.
724138 -
724139 -
724140 -
724141 -
7242 -
7243 -
7244 - 1740 Connected to Customer Support
7245 -
724501 - Talked to David again.
724502 -
724503 - He came back on the line and said there was a breakdown in the phone
724504 - system, and they did not complete the transfer to his supervisor.
724505 -
724506 - David asked for my phone number.
724507 -
724508 - He asked me to hold on for his supervisor.
724509 -
724510 - Talked to Vahan
724511 -
724512 - He said he is the...
724513 -
724514 -                 Supervisor for Customre Service
724515 -
724516 - He asked me to explain the problem.
724517 -
724518 - I reviewed the record of the problem discussed with Scott, above at
724519 - ref SDS 0 2387
724520 -
724521 - Vaughn opened our Web site to examine the problem.  He said his
724522 - browser is was very slow in opening the JPS Web site for Welchco.
724523 -
724524 - Vaughn initially could not open the site:
724525 -
724526 -                    www welchco com sd
724527 -
724528 - I gave him more levels of the directory, and he was able to finally
724529 - get to the site. He had seveal computers and said one of them timed
724530 - out waiting for the server to respond.
724531 -
724532 - His browser would not open the ...98 03 15 directory, so he could not
724533 - examine and test the link in the record that Netscape is executing.
724534 -
724535 - Vaughn was eventually able to open the records for 98 03 14 and he
724536 - opened one of the records listed in it.
724537 -
724538 - I asked if the location of the server impacts access speed, and noted
724539 - that when I click on the link, we get near immediate access.
724540 -
724541 - Vaughn said his understanding is that there can be a marked difference
724542 - in access speed for him in Redmond, WA to access our server in the Bay
724543 - Area, compared to my access from the Bay Area.
724544 -
724545 -      Timeliness is critical.  Do we need to distribute the data base
724546 -      at servers around the country?
724547 -
724548 - Vaughn clicked on a link in the record for 980314, and he noticed
724549 - there was a message that the file was not found.
724550 -
724551 - I pointed out the "%20" between "HTM" and the anchor spec. ref SDS 0
724552 - 2269
724553 -
724554 - Vaughn was not familiar with HTML anchor command.  I explained this
724555 - as moving to a designated location in a file when it is called by
724556 - clicking on a link.
724557 - ..
724558 - Vaughn feels the "%20" string that seems to be added by IE when
724559 - it executes a link, may be a factor in the solution to our problem.
724560 -
724561 -     [On 980320 Microsoft HTML engineers pointed out that our code is
724562 -     incorrect because it has a space between the filename extension
724563 -     and the anchor "#" symbol. ref SDS 20 5182]
724564 -
724565 - Vaughn said he wants to go off line and write up this matter in
724566 - detail.  He will then come back on-line and review with me what he
724567 - has prepared.
724568 -
724569 - He intends to give me a case number.
724570 -
724571 - I explained that Scott has given us a task number. ref SDS 0 4154
724572 -
724573 - Vaughn said task number is the wrong catagory of support for our
724574 - situation.  He said we need a case number.
724575 -
724576 -
724577 -
7246 -
7247 -
7248 -
7249 - 1824 Vaughn came back on-line
7250 -
725001 -  ..
725002 - MS Case Number Issued, HTML Developers Support Group to Call Later
725003 -
725004 - He has written up the URL address and cut and pasted some details from
725005 - our SDS records with HTML links, per ref SDS 0 4363.
725006 -
725007 - He is going to call the HTML Developer's Support to find out how long
725008 - it will take them to respond.  Vaughn said they normally call back the
725009 - next day, but in this case he is concerned it may take them longer to
725010 - research it or work it into their schedule.  He wants to explain to
725011 - the supervisor of that unit, his research and ideas.
725012 -
725013 - Case Number:  980318602040
725014 - ..
725015 - Vaughn said we should hear from MS tomorrow or the next day, and
725016 - if not then we can follow up by calling...
725017 -
725018 -                     800 936 5800
725019 -
725020 -     [On 980320 Microsoft HTML engineers pointed out that our code is
725021 -     incorrect because it has a space between the filename extension
725022 -     and the anchor "#" symbol. ref SDS 20 5182]
725023 -
725024 - Vaughn noticed our system is similar to the way MS tracks issues, by
725025 - date and time.
725026 -
725027 - We considered the importance of having access to people who are
725028 - familiar with computer methods, since the solution to most problems
725029 - take very little time to implement, but hours to find the source for
725030 - the answer.
725031 -
725032 -     [See analysis of rework on productivity of computers. ref SDS 20
725033 -     3239]
725034 -
725035 -
725036 -