Ascend Archive
[Date Prev][Date Next][Thread Prev][Thread Next][Date Index][Thread Index]
(ASCEND) Great support from Ascend that resurrected a Max
How is this for a nightmarish disaster scenario with a Max 4000 with
great support from Ascend that solved the problem.
You add a new filter that applies to traffic across all interfaces. Rule
one permits traffic from a machine to another machine for a specific
port, rule two forbids traffic from all other machines to the port. You
omit another rule that explicitly allows all other traffic through as
you are used to UNIX style firewalling rules. You are locked out of any
network contact with the Max. The network independent console port,
that you have never had any reason to use before, fails to work and
probably has not been working for some time. You do not know who the
vendor or reseller is as your company inherited the machine under
chaotic conditions. It is after 5pm. The warranty has expired.
You are in Sydney Australia and ring Ascend at their Asian Pacific
support center in Melbourne Australia on their toll free number. They
answer saying they need to page someone and that they will ring back.
It appears the end of the story for that night.
Lo and behold Ascend rings back. The person ringing back is a regional
support specialist who happens to be in Sydney and had not gone home, or
back to their hotel yet. They state if you can bring the Max box over
to them they will delay going home see if they can resurrect your Max.
Sounds too good to be true? It is true. It happened two days ago to
me. Clutching the max box, I hop in a taxi that takes me across the
bridge from North Sydney to Georges St. (for our Australian readers).
The regional support specialist confirms direct console access fails,
disassembles the chassis, performs a hardware reset and reloads the
operating system (starting off with a direct console connection). Off I
go again, clutching the Max box in my arms, spend 15 minutes wandering
around Georges St. looking for a taxi amongst the yuppies and possibly
homeless, with what probably looks like a juicy piece of consumer
electronics for mugging. Back again in North Sydney, a reload of a
saved configuration file works, users are back on line.
What can I say? Nominate Ascend for a customer support award?
John
--
John Heenan
Systems Engineer ATI/Firstnet
webmaster@atinet.com.au
http://www.atinet.com.au/webmaster.htm
++ Ascend Users Mailing List ++
To unsubscribe: send unsubscribe to ascend-users-request@bungi.com
To get FAQ'd: <http://www.nealis.net/ascend/faq>