CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Josh Speer; Lead Technician  =Telephone
020102 - Technical Services =415 376 0121

SUBJECTS
Server - Barberra
Reliability
Connection failed 209 63 229 133
Installation
IP Address used by Server
Winipcfg IP Address Diagnostic
Internet Access Failed

1209 -    ..
1210 - Summary/Objective
1211 -
121101 - Follow up ref SDS 13 0000, ref SDS 12 0000.
121102 -
121103 - JPS failed to transfer our records, but advised that the record shows
121104 - they should perform this activity to remedy failure to provide FTP
121105 - service to the site.
121106 -
121107 -     [On 980629 began assembling and uploading data base again. see
121108 -     record at ref SDS 14 2926]
121109 -
121110 -
121111 -
121112 -
1212 -
1213 -
1214 - Progress
1215 -
121501 -  ..
121502 - Change to Different Server to Improve FTP Access
121503 -
121504 - Follow up ref SDS 13 1255, ref SDS 12 6699.
121505 -
121506 - Talked to Mike.
121507 -
121508 - Asked to talk to the Biz Tech person who is supposed to be fixing our
121509 - Web site.
121510 -
121511 - Mike asked me to hold.
121512 -
121513 - He came back on-line about 5 minutes later and said our Web site has
121514 - been transferred.
121515 - ..
121516 - I logged onto the Internet and attempted to to access the
121517 - Welchco site using the IP address given by Alter last night. ref SDS
121518 - 13 2218
121519 -
121520 - Got an error message 404, saying the URL address does not exist.
121521 -
121522 - Mike asked me to hold.
121523 -
121524 - He came back on-line and said someone is checking where the data went
121525 - so it can be transferred over.
121526 -
121527 - I asked how to configure wsftp pro.
121528 -
121529 - Mike suggested using for the host IP Address:
121530 -
121531 -                       ftp.welchco.com
121532 -
121533 -       ...instead of the IP address given by Alber last night. ref SDS
121534 -       13 2218
121535 - ..
121536 - This got us logged on, but not to the Welchco directory.
121537 -
121538 -  ..
121539 - It shows our IP address is...
121540 -
121541 -                       209 63 225 157
121542 -
121543 -     ...which seems to be different from the address Albert gave in his
121544 -     voice mail message yesterday. ref SDS 13 2218
121545 -
121546 - Mike said Biz Tech is investigating to locate our data to transfer it.
121547 -
121548 - I explained that Steve called yesterday at 1400 and said Biz Tech had
121549 - begun tranferring the data at 1300.
121550 -
121551 - Mike asked me to hold while he investigates further.
121552 -
121553 -
121554 -
121555 -  ..
1216 -
1217 -
1218 - 1119
1219 -
121901 - Josh came on-line.  He is the Lead technician in charge of Biz Tech
121902 - and the Customer Support people.
121903 -
121904 - He said that Biz Tech did not transfer our data because he saw some
121905 - notes that said a voice mail message was left for Welch saying Biz
121906 - Tech would not transfer the records.
121907 -
121908 - We reviewed the record of the JPS recommnedation to transfer the
121909 - domain to another server, ref SDS 10 2528, and Mike Mullinkin's notice
121910 - that JPS will transfer the record. ref SDS 11 1066
121911 -
121912 - Josh said he was unaware that JPS had committed to transfer the data.
121913 -
121914 - We examined the letter to Mike, ref DIP 2 3986, issued per Mike's
121915 - request to avoid misunderstandings. ref SDS 11 0000
121916 - ..
121917 - Josh said his records show that Biz Tech was not informed that
121918 - JPS committed to transfer the records, and as a result, Biz Tech has
121919 - deleted the records, and so cannot transfer them.
121920 -
121921 - I asked if they have a backup?
121922 -
121923 - Josh said he is informed there is no backup.
121924 -
121925 - We reviewed Randy's Crockett's email to Biz Tech, ref DRP 2 7298,
121926 - confirming, a note he wrote and put on the door of the Biz Tech
121927 - office, which informed Biz Tech that JPS was to transfer the records
121928 - to the other server. ref SDS 12 1784
121929 -
121930 - I explained that Welch does not want to be a difficult customer, and
121931 - is willing to set aside this incident.  We will proceed to upload the
121932 - data.  We need to know two things:
121933 -         ..
121934 -     a.  We need to know how to communicate effectively with JPS,
121935 -         so that continuity of action can be maintained among different
121936 -         staff and organizational elements who impact service to the
121937 -         customer?
121938 -
121939 -     b.  How to ftp the site since we only see our root directory?
121940 - ..
121941 - Josh said that since JPS agreed to transfer the records, this
121942 - matter should be escalated to his boss.  He feels his boss may be able
121943 - to locate a backup that JPS could use to transfer our records.  Josh
121944 - asked me to hold off uploading the records.
121945 -
121946 - He will ask his boss to call me about this later today.
121947 -
121948 -                      Raphael Diaz.
121949 -                      Tech Support Manager
121950 -                      Biz Tech and Customer Support
121951 -
121952 -     [On 980629 began assembling and uploading data base again. ref SDS
121953 -     14 2926]
121954 -
121955 -     [On 980713 talked to Raphael about why he did not call on this
121956 -     matter. ref SDS 15 0000]
121957 -
121958 -     [On 980716 JPS reported having transferred Welch files to another
121959 -     server. ref SDS 16 2298]
121960 - ..
121961 - Josh advised that JPS plans to institute a procedure for
121962 - customers to work directly with Biz Tech staff in order to reduce
121963 - communication errors that result from Customer service reps taking
121964 - information from customers and attempting to transfer it to Biz Tech
121965 - staff.  He said the JPS project to transfer the Welch records is an
121966 - example that shows the need for this change.
121967 -
121968 - I suggested that JPS provide direct contact for customers with JPS
121969 - staff working on customer issues, so there is continuity in the
121970 - communication.  The current procedure results in a comedy of contuous
121971 - errors.
121972 -
121973 -
121974 -
1220 -

SUBJECTS
Log in Screen
IP Address used by Server
Transferring Files
WS_FTP Host Name/Address

1607 -
160701 -  ..
160702 - FTP Operations -- Configure WS_FTP Pro
160703 -
160704 - I asked how to fill out the form for the Ws_ftp program.
160705 -
160706 - Josh suggested following:
160707 -
160708 -
160709 -         Profile Name:           ws_ftp32
160710 -         Hoste Name/Address:     ftp.welchco.com   or  209.63.225.157
160711 -         Hoste Type:             Automatic detect
160712 -         User ID:                welchco
160713 -         Password:               [password]
160714 -
160715 -    Click "Anonymous" to off.
160716 -
160717 -
160718 -
160719 -  ..
160720 - NT Servers Do Not Show User's Directory Name
160721 -
160722 - We tried this and it did not show the welchco directory or home page.
160723 -
160724 - The former system showed:
160725 -
160726 -                      usr/welchco
160727 -
160728 -     ...and this was our home page.
160729 -
160730 - Josh said that NT servers do not show the User's home page directory,
160731 - it simply appears as a / directory level.
160732 -
160733 - I tried to make our standard directories:
160734 -
160735 -                   02
160736 -                   03
160737 -                   04
160738 -                   09
160739 -                   10
160740 -                   sd
160741 - ..
160742 - This worked.
160743 -
160744 - Josh asked me to load some html files to test the new installation on
160745 - the NT server.
160746 -
160747 - I loaded some of the 200 or so files that have accumulated the past
160748 - few days.
160749 -
160750 -
160751 -
160752 -  ..
160753 - HTTP Lists Directories with Special Server Switch
160754 -
160755 - Josh and I both logged onto the Internet and looked for the files.
160756 -
160757 - Nothing was shown.
160758 -
160759 - Josh asked where I put the files?
160760 -
160761 - I explained they were uploaded with the same procedure we have been
160762 - using for the past 3 months or so.  The are transferred to a directory
160763 - structure that correlates with subject content.
160764 -
160765 - Josh said NT servers work differently from Unix servers.  He said NT
160766 - servers do not show the directories, so we have to create an index
160767 - file for every file stored on an NT server and it lists the
160768 - directories for each file.
160769 -
160770 - I explained that is completely different from our prior procedure. It
160771 - would be a tremendous amount of work to create and maintain a
160772 - directory index.
160773 -
160774 - Josh noted that we will have to switch records back to a Unix server
160775 - in order to have the save level of service.
160776 -
160777 - We considered that it seems unusual for NT servers to have less
160778 - capability to manage directories than Unix servers, at least on this
160779 - point, of maintaining file directories, which is the most basic
160780 - function of an operating system.
160781 -
160782 - Josh asked me to hold on while he investigates.
160783 -
160784 - He came back on-line and advised that the Biz Tech systems person
160785 - found that a switch can be set for configuring a server and/or an
160786 - account on a server, that permits the directories to be visible for
160787 - http operations.
160788 -
160789 - Josh said the switch has now been set on our account, so we should be
160790 - able to see the records that were just uploaded.
160791 -
160792 - We logged onto the Internet and were able to access the Welch records.
160793 -
160794 -
160795 -
160796 -
160797 -  ..
1608 -
1609 -
1610 - 2251 called JPS
1611 -
161101 - Talked to Tom Sawyer
161102 -
161103 - Explained background, per above.
161104 -
161105 - Advised that we started uploading files about 1600 this afternoon,
161106 - and until about 2100, the system would transfer about 100 - 200 files
161107 - until it hung.
161108 -
161109 - Since 1900, we have had considerable difficulty getting connected to
161110 - upload data.  The line has been busy, and when we do get connected,
161111 - the system hangs after uploading only 3 to 5 files. Since we have
161112 - thousands of files to upload, this means it will take days to complete
161113 - the upload, unless there is a way to accomplish continuous uploading?
161114 -
161115 - Tom asked for the phone number we are using to dial the server?
161116 -
161117 -    He said we can find it by clicking on My Computer.
161118 -
161119 -    Right clicking on Dial Up Networking to get a menu, and click on
161120 -    Properties.
161121 -
161122 -    This showed we are dialing...
161123 -
161124 -                         415 376 0023
161125 -
161126 - He asked me to hold on.
161127 -
161128 - He came back on-line and advised that he tried to log onto our sight
161129 - and encounterd a hang during the log in process, which we have also
161130 - encountered.
161131 -
161132 - Tom will write up a problem report for Biz Tech to solve the problem.
161133 -
161134 - I asked if he is aware of any reported problems with the NT server,
161135 - for example Barberra was down once or twice, and later it was reported
161136 - to be full, and then "over-tasked," and these conditions prevented
161137 - service to the customer.
161138 -
161139 - Tom said he knows of no reason why the NT server should not support
161140 - continuous uploading.
161141 -
161142 - He said we will be called tomorrow with a report on the corrective
161143 - action taken.
161144 -
161145 -    [On 980716 JPS changed Welch to another server after FTP service
161146 -    failed to provide adequate service. ref SDS 16 2298]
161147 -
161148 -
161149 -
161150 -
1612 -