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Superbase Technical Support Services

Three different levels of support are available:


Critical Support Service ( CSS)
This is a premium service aimed at Enterprise level. With the CSS, you receive priority telephone assistance, priority access to support staff after hours, weekends and holidays.
You also receive visits at your sites when it is necessary. In addition, the CSS package includes all product upgrades, maintenance releases and access to Superbase Online Technical Support Centre.



Standard Support Service (SSS)
This is a cost-effective package. With the SSS, you get access to support staff during business hours (8:00AM to 5:00PM PST for USA and Canada) and (8:00AM to 6:00PM GMT for Europe). You also get all product maintenance releases and access to Superbase Online Technical Support Centre.



Basic Support Service ( BSS)
This is a free service to all Superbase customers. With the BSS, you receive unlimited e-mail support and access to a fax support line. Answers to requests are not guaranteed to take place quickly, since this is not a paid support system. Customers are strongly encouraged to use the public newsgroups that provide peer-level support and where an answer may be faster.

Contacting Technical Support via Email

Technical support can be reached via email at tech@superbase.co.uk. Please make sure that you indicate in your email which version of Superbase that you are using and any information pertinent to the problem. Do not send any unsolicited attachments, as emails with attachments that are unexpected may be automatically deleted.

Help!   What is...?!

If you wondered about the meaning of a technical term or simply have forgotten what it means, the following site is your salvation! http://www.whatis.com

Technical Documentation Archive:

Part of our services is to supply very comprehensive and detailed documentation about our products and related issues, in one archive, and in an easy-to-find way. The archive is vast and expanding, with new material added frequently. Please look in regularly to keep up with these new additions.

Superbase for the technical minded:

What is new in Superbase Classic
What was new in Superbase 2001
Installation Information for SB 2001
What was new in Superbase 3.6i
What was new in Superbase 3.5
What was new in Superbase 3.2
What was new in Superbase 3.0
Maintaining Superbase Applications


Superbase Classic Tour
PPCS Remote Connectivity Example


ODBC Driver Introduction
ODBC Driver Manual in PDF format
Superbase Internet Webserver

Networking Fact Sheet
Opportunistic Locking Explained

Superbase News Groups

Converting From Old Versions:
Converting From Amiga Superbase

Latest Tech Problems:

vdm*.tmp Files appearing in Windows 2000 environments

This is a known problem with Windows 2000. It appears to be specific to SP3. There are a number of discussions about the problem on the Internet, one of which seems to provide a fairly clear description of the problem and its source and that can be found here.

Extremely slow performance when using Windows NT SP6 or later together with Windows NT SP5 or earlier (or Win 9x clients)

This is a known problem that affects numerous products (typically desktop databases) including MS Access 97-2000, Paradox, Clarion, and Visual Objects to name a few. The problem is Windows NT SP6, SP6a, Windows 2000, result in very slow network performance from Windows 95, 98, 98SE, Me and Windows NT4 SP5 and earlier workstations. Same is true for the other direction, SP5 or earlier server with SP6 or later clients. The issue is one of mixed TCP/IP implementations. The specifics are in various DLLs that changed when SP6 was released. Related Microsoft articles indicating that this problem exists: Q249799, Q254930, Q150384, Q129202, *Q264239, *Q236316.

In addition, there are numerous discussions on the Internet with respect to people having sudden slowdowns when installing NT SP6 or SP6a in a network that otherwise uses SP5 or earlier. These reports cover the range of products including Access 97, Access 2000, Visual Objects, Clarion, Paradox, as well as Superbase and various others. On our own news server there are a number of discussions of this phenomenon which doesn't affect other users running other servers/protocols. One of the threads found mentioned that running IPX/SPX instead of MS TCP/IP made a 3 to 10 fold difference in speed. Our own users have found that running MS NETBEUEI as the default protocol can make a significant speed difference in a moderately sized to small network. Sufficient perusal of the above-mentioned Microsoft articles can assist in tuning and updating various components of the TCP/IP installation but it may still not reach the performance that NETBEUEI does simply because of the amount of overhead required by TCP/IP in comparison with the much lighter weight NETBEUEI protocol.

Here are some links to conversations found on groups.google.com where the same results have been found by users of other products such as Clarion, Visual Objects, and MS Access 97-2000.

A complete analysis of this problem was done by a Clarion user based on two of the Microsoft articles referenced above (the ones with the leading asterisks). This is the newsgroup article that contains the analysis.

Slightly related to this was a discussion of protocols, specifically TCP/IP vs. IPX/SPX with respect to Access 97-2000.

Superbase recommends that no mixing of service packs is done and in hybrid environments that include Windows 95, 98, 98 SE, or Me together with Windows NT SP6, SP6a, 2000, XP, etc. that testing be done before committing to that architecture for the reasons outlined above. Another alternative that has been shown to result in even faster network speed for desktop database applications such as Superbase and which has been reported favourably by our user base is to use MS NETBEUEI as the default protocol. Note that in large corporate networks this is probably not the best solution.

Windows 2000 hangs when running reports

This is a known problem. The issue is that in the NTVDM in Windows 2000, where Superbase is running, after a certain number of calls to the memory allocation function provided by the operating system, the available memory handles are used up and the call to allocate memory never returns. This has been fixed by Microsoft, but has not yet been incorporated into a service pack (it was not part of service pack 2, it may be part of service pack 3). Here is a link to the Microsoft site with information about the problem and a link to the download that fixes it, Microsoft query number Q288165.

Windows 2000 write caching setting not persistent

The issue appears to be that when the write caching is turned off for a drive in Windows 2000, that the setting is not persistent and will only apply during the current session. After a reboot the write caching is re-enabled. This has been fixed by Microsoft, but has not yet been incorporated into a service pack (it may be part of service pack 3). Here is a link to the Microsoft site with information about the problem. There is currently no link to the download, you will have to contact Microsoft to get the hot fix, Microsoft query number Q281672.

Office 2000 SP2 and Office XP break Simple MAPI, Outlook Object Model, and CMC

The Outlook Email Security Update that is part of Office 2000 Service Pack 2 and is built into Outlook 2002 makes applications that use the Simple MAPI interface virtually unusable. The issue is that the update forces a prompt to appear each time the address book is retrieved and each time a message is sent. The prompt forces a 5 second delay before enabling the OK button. This makes any type of automated mailing using Simple MAPI impossible for all practical purposes. Superbase uses the Simple MAPI support to provide its email services. It is not alone, MS Word 2000 also uses Simple MAPI and is equally affected as are Excel and Access. For more information check out the following links: Outlook2000 Email and Fax Guide from Slipstick Systems, OL2002Developer Information About Outlook Security Features Q290500, and OL2000:Developer Information About the Outlook E-Mail Security Update Q262701.Currently there is no scheduled plan to rewrite the MAPI support in Superbase 2001, though that is currently under discussion. It will be weighed against the cost to our current next-generation product development. There are some workarounds available to these issues. For standalone users, they can either stick with Outlook 2000 SP1 or earlier, or use a different mail client to provide MAPI, such as Eudora Pro. For Exchange users, there appears to be a way to fix this by using a specific security form that is published in a public folder (see Slipstick's site for more information).


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