References to researching a question or problem

What is your first step when you are unable to solve a problem with Host On-Demand? Whether you are a new user looking for introductory information, or an experienced user looking for a workaround for a specific defect, IBM's Web-based support can help you solve or work around your problem, often more quickly and easily than going through the formal service request process. You should always use Web-based support before contacting IBM Support directly.

We recommend that you first research your problem using both product documentation and online resources. If you still cannot find the information you need, you may need to create a formal service request. The worksheet for calling IBM Support explains how to gather appropriate problem information so that the IBM Service team can respond to it as quickly as possible.

Researching your problem

When researching your problem, you should first consult the product documentation and available online resources.

Product documentation

The Readme, in HTML format, is installed with Host On-Demand. The Readme contains information that became available too late for inclusion in the publications or the Help.
- On Windows platforms you can access the Readme by clicking Start > Programs > IBM WebSphere Host On-Demand > InfoCenter > Readme.
- On S/390, AIX, Linux, HP-UX and Solaris, you can access the Readme in the hostondemand/hod/en/doc/readme directory as readme.html.
- From the Host On-Demand CD, you can access the Readme as readme.html from the \readme\xx directory, where xx is the two-letter language suffix for your country or region. See the Planning, Installing, and Configuring Host On-Demand guide for a list of supported languages and their corresponding language suffixes. For example, the language suffix for English is en, so the directory on the CD is readme\en.
The Readme is provided with the base version of the product. Each time a service update is provided, such as a Program Temporary Fix (PTF) or Corrective Service Disk (CSD), the Readme is updated with additional information. These updates allow you to see all the updated information from the base product version to the latest service update in one file.
The online help is installed with Host On-Demand. The online help defines the fields and panels on the user interface and their associated values. It also documents the steps necessary to perform various tasks and provides some conceptual information about Host On-Demand. The online help is available in HTML and PDF format.
The Planning, Installing, and Configuring Host On-Demand guide is installed with Host On-Demand. It provides the information to install Host On-Demand and configure it so that you can use sessions. This guide is available in both HTML and PDF format.
The Host Printing Reference is installed with Host On-Demand. It explains how to configure 3270 and 5250 host printing. This guide is available in HTML format only.
The Macro Programming Guide is installed with Host On-Demand. It describes how to create Host On-Demand macros for automating user interactions with a 3270 or a 5250 host application or for passing data between a host application and a native application. This guide is available in both HTML and PDF format.
The Web Express Logon Reference is installed with Host On-Demand. It provides an overview of Web Express Logon as well as detailed steps for implementing this feature in your environment. This reference is available in both HTML and PDF format.
The Programmable Host On-Demand book is installed with Host On-Demand. This book provides a set of Java APIs that allows developers to integrate various pieces of the Host On-Demand client code, such as terminals, menus, and toolbars, into their own custom Java applications and applets. It is available in HTML format.
The Session Manager API Reference is installed with Host On-Demand. It provides JavaScript APIs for managing host sessions and text-based interactions with host sessions. It is available in HTML format.

If you install the Host Access Toolkit, you also receive the following documentation:

The Host Access Toolkit Getting Started guide, which provides the information needed to install the Host Access Toolkit. This guide is available in HTML and PDF format.
Host Access Beans for Java, which describes how to use the Host Access Beans for Java to provide emulator functions as a set of JavaBeans. Documentation for this API is supplied in HTML format.
Host Access Class Library (HACL), which explains how to use the core set of Java classes and methods that allow the development of platform independent applications that can access host information at the data stream level. Documentation for this API is supplied in HTML format.
Host On-Demand J2EE Connector, which explains how to use the Host On-Demand J2EE Connector, a Java programming interface that conforms to the J2EE Connector Specification version 1.0 from Sun Microsystems and the Common Client Interface (CCI) infrastructure. Documentation for this API is supplied in HTML format.

Online resources

The WebSphere Host On-Demand page is the starting point for Host On-Demand user assistance on the Web. The URL is:

http://www.ibm.com/software/webservers/hostondemand/

Visit the new online InfoCenter. It contains all the product documentation, including step-by-step tutorials, white papers, brochures, information about how to access service updates, and a link to Hints and Tips. It even has PDF library with documentation formatted for easy print as well as a new search function to help you find what you need even faster. The URL is:

http://www.ibm.com/software/webservers/hostondemand/library/v8infocenter

The Host On-Demand Support page provides links to technical information such as Host On-Demand News, Service Updates, Hints and Tips, and the Library. The URL is:

http://www.ibm.com/software/webservers/hostondemand/support.html

Hints and Tips are brief instructions that explain technical issues discovered too late to be included in the documentation. Topics include installation, configuration, troubleshooting, and usage issues. Hints and Tips are dynamic; they are updated every few weeks, while the Readme is only updated when a CSD is made available.

The IBM Support page provides access to technical information for additional IBM Products. The URL is:

http://www.ibm.com/support

IBM WebSphere Software Support Bulletin is a e-mail monthly newsletter that highlights the latest code fixes, support information, and hot tips about IBM WebSphere Software products, including Host On-Demand, once you have subscribed to it. The URL is:

http://www.ibm.com/software/network/support/alert/

Service updates

You can access the latest service updates from the Host On-Demand Support page. The URL is: http://www.ibm.com/software/webservers/hostondemand/support.html.

To determine the Host On-Demand service level on your system:

Start an emulator session.
Click Help > About Host On-Demand. The Host On-Demand about window displays.
Look at the number on bottom of the About window. The number determines the service level. For example, if you see 5.0.3-B20000814, it means:
- 5 is version number.
- 0 is the release number.
- 3 is the maintenance, or CSD level.
Match this information to the Host On-Demand Support page, under Service Updates pages, to determine service level.

To download the latest service updates for Host On-Demand, you will need to register with the IBM Software Internet Service Delivery site. The URL is: http://www6.software.ibm.com/aim/home.html.

This site entitles customers to download service updates directly from the Internet. After registering, you need to add the Service Key to your registration. The Service Key is the 10 digit number on the Service Key Card that is provided with the product. Then you can download the product that matches the key you have entered. You may register multiple keys to the ID you created when you registered.

The Service Key must be treated with the same care given to the base product in terms of Export and Import regulations, since it provides access, through the Web, to code which contains encryption technologies. Care should be taken to read and comply with the text presented on the Authorization to Download Web page. You must agree to these terms prior to being allowed to download.

The Service Key can be used by only one person. Once registered to an individual, it cannot be registered to another individual.

When attempting to download Corrective Service Distributions (CSDs) or Program Temporary Fixes (PTFs) from the site, you must make sure that you select the product version, the language and the encryption correctly.

Please also note, that this key will provide you with access to the product as long as service is generally provided for this level of code.