CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Ms. Jessica Friesen; Supervisor =Telephone
020102 - Technical Support  =415 376 0121
0202 - JPS Net                              800 711 5353 fax or 800...
020201 - Mr. Neal K
020202 - Biz Tech Services =415 376 0121

SUBJECTS
Cannot log onto Server for FTP
Server - Changed NT to Semillion on 980716
Server Changed to Unix - Corp Web 1

0705 -    ..
0706 - Summary/Objective
0707 -
070701 - Follow up ref SDS 13 0000, ref SDS 12 0000.
070702 -
070703 - Past few days have begun experiencing increased sluggishness
070704 - uploading.  In the past this has been due to the server getting full.
070705 - Notified JPS.  Supervisor sent request for support to Biz Tech.  This
070706 - morning I sent this record to clarify the problem.  Had problem using
070707 - Biz Tech online email system.  Called and got direct email address
070708 - for Biz Tech.
070709 -
070710 - Received letter, ref DRT 1, from JPS Tech Support notifying Biz Tech
070711 - about our problem.
070712 -
070713 - Sent ref DIT 1 to Jessica linked to this record to clarify the scope
070714 - of the action required to address this issue.  Sent copy to Biz Tech.
070715 -
070716 - Received ref DRT 2 from Biz Tech recommending we change to Unix
070717 - server. ref SDS 0 9462
070718 -
070719 - Sent ref DIT 2 to Neal requesting clarification of recommendation, per
070720 - below. ref SDS 0 0630
070721 -
070722 -
070723 -
0708 -
0709 -
0710 - Problems
0711 -
071101 -  ..
071102 - Server May be Full Again
071103 - Cannot Log on and/or System will not change directories consistently
071104 -
071105 - Talked to Rob.
071106 -
071107 - Explained problem that WS_FTP, for transferring files to our web site,
071108 - cannot log onto the server and/or cannot change directories
071109 - consistently.  This can mean the server is full, and the guys have to
071110 - remove some data, as has occurred in the past.
071111 -
071112 - Rob asked for the name of our server.
071113 -
071114 - I explained that as of 980716 it was Semillion.
071115 -
071116 - He said he has encountered this problem before.
071117 -
071118 - Rob said that Biz Tech has gone home for the night.
071119 -
071120 - He asked me to hold while he tries to log onto our account on the
071121 - server.
071122 -
071123 - Rob came back on line and said he cannot log on either.
071124 -
071125 - He asked me to hold while he tries to fix it.
071126 -
071127 - Rob came back on the line and said his supervisor, Ben, said JPS will
071128 - not try to fix the problem until the morning when Biz Tech staff comes
071129 - in.
071130 -
071131 - I explained our understanding that JPS planned to provide 24 hour
071132 - support for customers.  We are working now in order to support our
071133 - customers in the morning.  Waiting until the morning is too late for
071134 - us.  We do not want to be a difficult customer, but would like to help
071135 - JPS in any way possible to accomplish our common objective to support
071136 - the customer.
071137 -
071138 - Rob said he does not know how to fix the problem; Ben is the only
071139 - person who can work on this.
071140 -
071141 - I asked to talk to Ben.
071142 -
071143 - Rob put me on hold.
071144 -
071145 - He came back online and said Ben is trying to fix the problem.
071146 -
071147 - He asked for our password.
071148 -
071149 - Rob came back and said they fixed it.
071150 -
071151 -
0712 -
0713 -
0714 - 0102 called back
0715 -
071501 - Initially talked to Adam.
071502 -
071503 - Explained the earlier problem re-appeared.
071504 -
071505 - Adam read the record prepared by Ben to understand the problem.
071506 -
071507 - He said we have to call back in the morning and file a complaint with
071508 - Biz Tech.
071509 -
071510 - I asked if he can file a report.
071511 -
071512 - Adam said he cannot do this.
071513 -
071514 - Asked to talk to a supervisor.
071515 - ..
071516 - Talked to Jessica.
071517 -
071518 - She suggested we create a test directory to see if the system can
071519 - support that activity.
071520 -
071521 - I explained we have no problem making directories.  The problem seems
071522 - to be in navigating the directory structure.
071523 -
071524 - We reviewed the scope of the problem...
071525 -
071526 -    a.  System hangs logging on to FTP, and returns error message.
071527 -
071528 -    b.  System hangs... and returns no error message.
071529 -
071530 -    c.  System hangs changing from the log on directory to the target
071531 -        directory of an upload.  Failure occurs randomly anywhere along
071532 -        the path to the target directory.  The number of nested
071533 -        directories varies from about 6 to 10.
071534 -
071535 -    d.  System hangs before transfering a file once it reaches the
071536 -        target directory.
071537 -
071538 -    e.  System hangs after transfering a file at the target directory.
071539 -
071540 -    f.  System hangs randomly moving back down the path from the target
071541 -        directory to the home directory, or to a directory at which it
071542 -        starts backup another branch to upload more files.
071543 -
071544 - I explained history of server getting full, and so this may be the
071545 - cause.  Biz Tech may need to clear some space for us.
071546 -
071547 - Jessica will notify appropriate JPS staff to investigatge the Welch
071548 - account on this problem, and will ask them to let us know when the
071549 - problem is corrected and what if anything Welch can do to avoid the
071550 - problem occurring again.
071551 -
071552 - Jessica will send me a copy of the mesage she sends to the technical
071553 - support staff.
071554 -
071555 -
071556 -
0716 -
0717 -
0718 - 0829 received Jessica's email
0719 -
071901 - Received ref DRT 1 which explains the problem we are having and
071902 - requests action ASAP.
071903 -
071904 - She forgot to ask JPS staff to notify us when the problem is corrected
071905 - and explain the cause so we can avoid future occurrances.
071906 -
071907 - Sent ref DIT 1 linked to this record to clarify the scope of the
071908 - action required to address this issue.
071909 -
071910 - Hope I able to log on and send this to Jessica so JPS can fix the
071911 - problem we are having logging on.
071912 -
071913 -  ..
0720 -
0721 -
0722 - 0901 problem logging on
0723 -
072301 - Initially, could not log on this morning at 0900 to send JPS a
072302 - letter.
072303 -
072304 - Tried again and was able to upload one file, but system hung at...
072305 -
072306 -                       H:\SD\08\00101\02
072307 -
072308 -     ...returning to...
072309 -
072310 -                       H:\SD\08\
072311 -
072312 - Clicked cancel and process completed.
072313 -
072314 - Launched another transfer spec, and after uploading file it hung
072315 - again at...
072316 -
072317 -                       H:\04\00067\60\99
072318 -
072319 -     ...returning to...
072320 -
072321 -                       H:\04\00067\61
072322 -
072323 - Clicked cancel and process continued back up the next branch and
072324 - transferred a file.  Then it hung again at...
072325 -
072326 -                       H:\04\00067\61\99
072327 -
072328 -     ...returning to...
072329 -
072330 -                       /
072331 -
072332 - So failure is occurring randomly and frequently.
072333 -
072334 -  ..
072335 - Biz Tech Online Support System Failed
072336 -
072337 - I sent this record to Jessica, and then tried to send it to Biz Tech
072338 - using the online JPS support web site.
072339 -
072340 - Got following message....
072341 -
072342 -       HTTP Error 404
072343 -
072344 -       The Web server cannot find the file or script you asked for.
072345 -       Please check the URL to ensure that the path is correct.
072346 -
072347 -       Please contact the server's administrator if this problem
072348 -       persists.
072349 -
072350 - JPS seems to be having increased problems.
072351 -
072352 -
072353 -
0724 -
0725 -
0726 - 0926 called JPS
0727 -
072701 - Talked Rich.
072702 -
072703 - Explained problem of not being able to use the online Biz Tech Support
072704 - system.
072705 -
072706 - Rich suggests sending the letter directly to Biztech, instead of
072707 - using the online system.
072708 -
072709 -                      biztech@jps.net
072710 -
072711 - I asked Rich if he wants to get a copy of the letter.
072712 -
072713 - He said that is not necessary because Biztech will handle it.
072714 -
072715 -
072716 -
072717 -  ..
0728 -
0729 -
0730 - 1040 received letter from Neal at Biz Tech
0731 -
073101 -  ..
073102 - JPS Recommends Changing Back to Unix Server
073103 -
073104 - Received ref DRT 2 9345 asking if we use any of the following...
073105 -
073106 -                ASP
073107 -                ODBC
073108 -                Other NT specific service
073109 -
073110 -    ...on JPS server?
073111 -
073112 - Previously, on 990206 Neal solved a similar problem. ref SDS 5 2920
073113 -
073114 - On another occassion the server was too full, after files were moved
073115 - to a different server, service improved.
073116 -
073117 - Neal says today that...
073118 -
073119 -       "...many of the problems can be cleared up by changing to a Unix
073120 -       server."
073121 -
073122 - He does not identify any specific "problem" that will be solved, and
073123 - does not disclose having reviewed the letter to Jessica, which was
073124 - sent to Biz Tech. ref SDS 0 6420
073125 -
073126 - What problems...
073127 -
073128 -     •  can be solved by a Unix server?
073129 -
073130 -     •  cannot be solved by a Unix server?
073131 -
073132 -     •  will be caused by a Unix server that we don't have now?
073133 -
073134 - We originally used a Unix server:  Barbera.
073135 - ..
073136 - On 980625 JPS recommended we change from Unix to an NT server to
073137 - solve access problems of the kind we are having now. ref SDS 1  The
073138 - change to NT was made, and on 980630 we were forced to expend 19 hours
073139 - or so to upload files to the server. ref SDS 2 9452
073140 -
073141 - On 980716 JPS changed the server again on its own without notice to
073142 - Welch, and obviating the 19 hours we expended. ref SDS 3 2298
073143 -
073144 - This history does not seem to support changing back to Unix, but Neal
073145 - may have other information that justifies making the change.
073146 -
073147 -  ..
073148 -
073149 - Sent ref DIT 2 asking Neal for assistance on following...
073150 -
073151 -        [On 990424 received reply. ref SDS 14 8461]
073152 -
073153 - Questions...
073154 -        ..
073155 -    1.  What causes the system to fail changing directories that
073156 -        Unix handles better than NT?
073157 -
073158 -    2.  How have Unix servers been improved to now exceed performance
073159 -        of NT servers that caused JPS to recommend NT on 980625?
073160 -        ref SDS 1 2528
073161 -
073162 -    3.  On 980720 service was improved as a result of system
073163 -        improvements by JPS. ref SDS 4 8462  Can the action by JPS on
073164 -        980720 be taken again?
073165 -        ..
073166 -    4.  Can Neal's procedure on 990206 solve the problem today,
073167 -        possibly clearing more space on the server? ref SDS 5 2920
073168 -
073169 -
073170 -
073171 -
073172 -
073173 -
0732 -