Tether Help Desk Training  3/19/96
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Three general classes of problems:

SERVER
  We need to know WHEN these problems occur.  Examples:
    - no answer
    - busy (we need to differentiate between fast and slow busys)
    - problem due to server crash (can use "noclog" to check for these)

SOFTWARE
  - Does the user have a valid account?  (Use "tethercheck" to see if they are
    in the acl, and make sure that they have a Kerberos principal)
  - Version of client software
  - Conflicts with system extensions
  - Configuration (phone number, init string, username, password)
  - Macs - VM enabled?

MODEM
  - "suboptimal" (to be polite) modems (ex. GV TelePort Gold II)
  - wrong/bad init strings (can occur with LanWorkplace as well as MacPPP)
  - wrong/bad cable
  - old/buggy ROM in modem (USR Sportster and "spiraling death syndrome")
  - driver software version (Apple Express modems)
  - conflict with other comm software (fax software for example)


DATA NEEDED TO ESCALATE A PROBLEM REPORT:
  - username
  - platform
  - OS version
  - client version (and stack version)
  - modem make/model/revision
  - init string used
  - location user is calling from
  - Did it EVER work?
  - What changes have been make to the system recently?
  - Is call waiting enabled?

For the consultant:
  - Did you check the FAQ?
    http://web.mit.edu:1962/tiserve.mit.edu/9000/38968.html
  - Is it really a Tether problem?