Release Notes (CDMA IVS)

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    Release Notes

    IVS for CDMA2000

    Version 1.3

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    Contents

    1 IVS OVERVIEW ................................................................................................................................ 3

    2 SYSTEM REQUIREMENTS ............................................................................................................ 5

    IMPORTANT INSTALLATION INFORMATION ................................................................................................. 5RECOMMENDED SYSTEM CONFIGURATION ................................................................................................. 5MINIMUM SYSTEM CONFIGURATION ........................................................................................................... 6

    3 WHAT'S NEW IN THIS VERSION................................................................................................. 7

    IVSIMPROVEMENTS................................................................................................................................... 7Network Usage Statistics ...................................................................................................................... 7IMSI Statistics ....................................................................................................................................... 8Session Statistics................................................................................................................................... 9

    Protocol Statistics ............................................................................................................................... 11Improved Real-time Displays.............................................................................................................. 14

    Support for Fragmented IP................................................................................................................. 16Support for MIP.................................................................................................................................. 16Support for RTP.................................................................................................................................. 17Support for PAP.................................................................................................................................. 17Support for CHAP............................................................................................................................... 17Support for WAP................................................................................................................................. 18Support for FTP.................................................................................................................................. 18Support for HTTP ............................................................................................................................... 18Support for RADIUS........................................................................................................................... 18

    IMPROVED PERFORMANCE ....................................................................................................................... 19AUTOMATED CORRELATION OF DRIVE TEST AND A10/A11MEASUREMENTS ......................................... 22A-PLATFORM IMPROVEMENTS ................................................................................................................. 28

    Improved Event View.......................................................................................................................... 28

    Improved Table View .......................................................................................................................... 28Improved Chart View.......................................................................................................................... 29Improved Message View ..................................................................................................................... 29Improved Synchronization between Views.......................................................................................... 30Improved Ease of Use ......................................................................................................................... 31

    4 ISSUES RESOLVED IN THIS VERSION..................................................................................... 33

    VERSION 1.3(FEB 16,2004)..................................................................................................................... 33VERSION 1.2(NOV 21,2003).................................................................................................................... 33VERSION 1.1(AUG 22,2003).................................................................................................................... 33VERSION 1.0:............................................................................................................................................ 33

    5 TECHNICAL SUPPORT................................................................................................................. 35

    PRODUCT REGISTRATION

    .......................................................................................................................... 35CONTACTING TECHNICAL SUPPORT ......................................................................................................... 35SUPPORT POLICY ...................................................................................................................................... 36

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    that sit on top of their networks and enable them to maintain optimal

    service quality for each individual subscriber - no matter how loaded the

    networks become. Quality of Service is becoming an increasingly

    important differentiator for operators as they look to launch and enhance

    advanced services, and as data traffic on wireless networks continues to

    increase due to the launch of new services such as multimedia messagingservice (MMS), gaming and business enterprise applications.

    The IVS software is the first of its kind to enable wireless operators to

    tap into the link between the radio interface and the Packet Data Switch

    Node (PDSN). This dataset is a particularly rich source of user traffic

    and signaling, allowing operators to examine throughput and quality

    statistics that are not available from call and packet detail records, peg

    counters, and other standard network data. With these new metrics,

    operators can solve more detailed network performance problems by

    drilling further into the lower-level signaling or protocol data. In

    addition, operators can synchronize core network measurements with

    over-the-air drive tests and call trace measurements to gain an end-to-endview of network performance.

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    2System requirements

    The following section defines the recommended and minimum system

    requirements for successfully running Actix CDMA A-IVS.

    If you install the Analyzer on a system that does not meet the

    recommended configuration requirements, you may experience the

    following limitations:

    You may be unable to process large amounts of data

    You may experience delays when trying to performcertain tasks

    You may not be able to take advantage of somemapping capabilities

    Analyzers advanced correlation and analysiscapabilities may not perform as desired

    Important installation information

    Under 'What you need to do', installing Analyzer onto the Actix Server isdescribed as optional. However, if you do not install Analyzer, you need

    to do the following:

    1 From the Actix CD, go to the folder '\sentinel drivers'.

    2 Double-click on the file 'RainbowSSD539.exe' to install

    this driver.

    You can then proceed with other installation tasks as described in the

    guide.

    Recommended system configuration

    Processor (CPU) Pentium III 700-MHz or higher

    Operating System Microsoft Windows XP

    Memory (RAM) 512 Megabytes

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    Available Hard Disk Space 15 Gigabytes (about 80MB for

    Analyzer; most of this space is for drive test data files, map information,

    and virtual memory needs)

    Note A paging file size of at least 1 GB isrecommended on Windows 2000 and NT

    systems. You can set the paging file size by

    modifying the System properties from the

    Windows Control Panel.

    Minimum system configuration

    Processor (CPU) Pentium II 333-MHz or higher

    Operating System Microsoft Windows 98 (or later) operating

    system, Microsoft Windows NT Workstation operating system version4.0 Service Pack 3 or later, Microsoft Windows 2000 Professional or

    later operating system.

    Memory (RAM) 128 Megabytes

    Available Hard Disk Space 1 Gigabyte (for Analyzer, drive test data

    files, map information, and virtual memory needs)

    Note A paging file size of at least 1 GB isrecommended on Windows 2000 and NT

    systems. You can set the paging file size by

    modifying the System properties from theWindows Control Panel.

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    Setup Time

    And more

    IMSI Statistics by Date and Time IMSI Statistics for

    all IMSIs (group by date and hour) which made a callduring the test period including:

    Access Time

    Ave. User Throughput

    Total Traffic

    Setup Time

    And more

    IMSIs that require further investigation can be selected and analyzed in

    more detail by selecting the Analyze button on the Statistics Explorerstoolbar. A new dataset will be created in the IVS workspace which

    includes all of the measurements for the selected IMSI(s).

    Session Statistics

    From high-level usage statistics, engineers can use A-IVS to drill-in to

    the details from each data session that occurred during the test period.

    View all of thekey data networkevents for aparticular IMSI.

    Track signaling fora user for sessionmanagement,authentication,teardown etc.

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    Note A data session is defined based on the SessionID that is negotiated between the PCF (Packet

    Control Function) and PDSN (Packet Data

    Service Node).

    Session Statistics by Session Key Metrics areprovided for each session which occurred during the

    test period including:

    Access Time

    Ave. User Throughput

    Total Traffic

    Delay

    Setup Time

    And more

    Session Statistics by IMSI Key Metrics are providedfor each session (grouped by the originating mobile

    identifier) which occurred during the test period

    including:

    Access Time

    Ave. User Throughput

    Total Traffic

    Delay

    Setup Time

    And more

    Session Statistics by Date and Time SessionStatistics for all sessions (group by date and hour)

    which occurred during the test period including:

    Access Time

    Ave. User Throughput

    Total Traffic

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    Setup Time

    And more

    Session Statistics by Source Address SessionStatistics for all sessions (group by Source I.P.

    address) which occurred during the test period.Ave. PPP Throughput (Downlink and Uplink)

    Ave. TCP Throughput (Downlink and Uplink)

    IMSI

    Sessions that require further investigation can be selected and analyzed

    in more detail by selecting the Analyze button on the Statistics

    Explorers toolbar. A new dataset will be created in the IVS workspace

    which includes all of the measurements for the selected session(s).

    Protocol Statistics

    IVS provides a number of analyses for troubleshooting the complex IP

    signaling problems than can occur in Mobile networks.

    Abnormal Mobile IP Registration Replies Providesthe details of each Mobile IP registration failure that

    occurred during the test period:

    Date and Time

    Mobile IP Registration Reply Code

    IMSI

    BSID

    High-level viewsummarizing keyevents andstates

    Track signalingfor sessionmanagement,authentication,

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    A10 LCP Configure Code Rejects Provides thedetails of each LCP configure reject that occurred

    during the test period:

    Date and Time

    LCP Configure Code

    LCP Authentication Protocol

    Source I.P. Address

    Destination I.P. Address

    IMSI

    A10 IPCP Configure Code Rejects Provides thedetails of each IPCP configure reject that occurred

    during the test period:

    IPCP Configure Code

    Source I.P. Address

    Destination I.P. Address

    IMSI

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    A10 Measurements Form - provides a summary of keyA10 (user traffic) information including a status of the

    users PPP connection, throughput, setup time, and

    more.

    A11 Events Rail provides a graphical view of key

    A11 (signaling) events for an entire set of dataincluding Packet Data call setup and termination,

    registration updates, and more. Selecting any point

    with-in the rail will cause all other views to

    synchronize to that point.

    A10 Events Rail - provides a graphical view of keyA10 (user traffic) events for an entire set of data

    including PPP setup, TCP Aborts, TCP timeouts, and

    more. Selecting any point with-in the rail will cause

    all other views to synchronize to that point.

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    Support for Fragmented IP

    IP protocol performs fragmentation by breaking up a datagram into

    smaller individual pieces called fragments. Each fragment has its own IP

    header, which is a replica of the original datagram header. Thus each

    fragment has the same identification, protocol, source IP address, and

    destination IP address as the original IP packet. To distinguish fragments

    and allow correct reassembly, the offset field of each fragment contains

    the distance, measured in 8-byte units, between the beginning of the

    original datagram and the beginning of that particular fragment. The first

    fragment by definition has its offset set to 0, the second fragment has as

    its offset value the payload size of the first fragment, and so on. All of

    the fragments except the last have the more fragments bit set so that the

    end host waits to receive all of the fragments before reassembling them

    into the original IP datagram.

    IVS automatically recognizes fragmented IP packets and correctly

    reassembles the payload so that the underlying content can be decoded

    and used for advanced analysis and troubleshooting purposes.

    Support for MIP

    Mobile IP allows terminals to roam freely to other networks while still

    maintaining the same IP address. Mobile IP consists of three

    components: mobile node, home agent and a foreign agent, latter two

    being basically routers with some special functionality. A home agent

    allows mobile nodes to roam to other networks. A foreign agent allows

    mobile nodes from other networks to visit to the network.

    The following MIP Measurements are supported:

    Registration Information

    Session Lifetime

    Home and Foreign Agents

    User Name (NAI)

    Authenticator

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    And more

    Support for RTP

    RTP (Rapid Transport Protocol) is a connection-oriented, full-duplex

    protocol designed to transport data in high-speed networks. RTP

    provides reliability, in-order delivery, segmentation and reassembly, and

    adaptive rate-based flow/congestion control. Because RTP provides these

    functions on an end-to-end basis, it eliminates the need for these

    functions on the link level along the path of a connection. Instant

    Messaging is an example of an application that uses RTP.

    The following RTP Measurements are available in IVS:

    RTP Header Information

    RTP Payload Information

    RTP Sequence

    RTP Timestamp

    RTP Server Delay

    RTP Lost Packets

    RTP Phantom Packets

    Note Average, Instantaneous, Minimum, andMaximum Throughput are available for all

    measurements.

    Support for PAP

    The Password Authentication Protocol (PAP) provides a simple method

    for the peer to establish its identity using a 2-way handshake. This is

    done only upon initial link establishment.

    After the Link Establishment phase is complete, an Id/Password pair is

    repeatedly sent by the peer to the authenticator until authentication is

    acknowledged or the connection is terminated.

    The following PAP measurements are available in IVS:

    Peer ID

    Password

    Support for CHAP

    The Challenge-Handshake Authentication Protocol (CHAP) is used to

    periodically verify the identity of the peer using a 3-way handshake. This

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    is done upon initial link establishment, and MAY be repeated anytime

    after the link has been established.

    The following CHAP measurements are available in IVS:

    Challenge Value Challenge Name

    Result

    Support for WAP

    The Wireless Access Protocol is a free, unlicensed protocol for wireless

    communications that makes it possible to create advanced

    telecommunications services and to access Internet pages from a mobile

    telephone. Wireless application protocol is a de facto industry standard

    supported by a large number of suppliers.

    The following WAP measurements are available in IVS:

    Throughput (Uplink and Downlink)

    PDU Type

    Version

    Payload and Payload Length

    Transaction Information

    And more

    Support for FTP

    The File Transfer Protocol (FTP) provides the basic elements of file

    sharing between hosts. FTP uses TCP to create a virtual connection for

    control information and then creates a separate TCP connection for data

    transfers. The control connection uses an image of the TELNET protocol

    to exchange commands and messages between hosts.

    Support for HTTP

    The Hypertext Transfer Protocol (HTTP) is an application-level protocol

    with the lightness and speed necessary for distributed, collaborative,

    hypermedia information systems. Messages are passed in a formatsimilar to that used by Internet Mail and the Multipurpose Internet Mail

    Extensions (MIME).

    Support for RADIUS

    The Remote Authentication Dial-In User Service (RADIUS) Protocol is

    used for authenticating user connections and for tracking connection

    time.

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    Improved Performance

    A10/A11 Interface logs can be too large to fully load in to IVS. By

    default, IVS partially loads files of this type, and calculates the results of

    load time analyses as it scans through them. Using this MinimalLoad method, IVS is able to load extremely large amounts of data while

    using very little machine resource.

    ALoad Time queryis any normal query that has been specified to be a

    Load Time query. All Load Time queries existing in a work-session will

    run whenever a data file is next loaded.

    Load Modecontrols the type and detail of data loaded into Analyzer

    when you load a data file. The two possible modes areFullandMinimal.

    In Full Load, all data attributes are loaded intoAnalyzer from the specified data file. This can take a

    considerable time and should only be used whencreating or editing Load Time queries.

    In Minimal Load, only user-selected Scenarios orLoad Time queries are loaded into Analyzer.

    Scenariosare collections of Load Time queries that can be applied to

    PCM Link data, as it is loaded into Analyzer. You select the Scenarios

    you need, depending on the tasks you want to perform. However, the

    more Scenarios that are selected, the longer the data takes to load, soonly the basic analysis sets are selected by default.

    Note Note that only Actix can create and editScenarios.

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    Set the Load Mode

    To set the Load Mode

    1 Select Tools | Preferencesto open thePreferencesdialog.

    2 In the General Settings, PCM Linksection, set the Load Modeto

    'Full' or 'Minimal' (the default).

    Select one or more Load Time queries

    To select one or more Load Time queries

    Either:

    For each appropriate query, set to Execute at LoadTime.

    Import Load Time queries as described in the On-linehelp.

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    Select Scenarios

    To select a Scenario

    1 Select Tools | Choose Scenarioto open theAttach Load TimeQueriesdialog.

    2 Click to put a check mark against each Scenario that is to be applied

    to each log file opened in the current work session.

    Remember, the more Scenarios that are selected, the longer the data

    takes to load.

    Once you have set the Load Mode correctly, and have selected your

    Load Time queries or Scenario, you are ready to open a new data file.

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    Automated Correlation of Drive Test and A10/A11

    Measurements

    The Actix synchronization wizard allows you to synchronize

    measurements made at the A10/A11 interface with those made during a

    drive test. Drive test measurements can be either CDMA1x handset orCDMA1x EVDO handset measurements.

    Once synchronized you will be able to trace performance information

    across the entire network, from the air interface to the core network,

    giving you the ability to identify core network, subscriber, handset and

    Internet destination-specific problems.

    Here is a description of the steps of the wizard.

    Introduction

    This page provides an introduction to the wizard. There is anoption to browse for files to load into Analyzer before

    continuing.

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    Browse for files

    This page allows the user to load files into Analyzer. This can be

    done by clicking the Browse button. This process can be

    repeated as many times as needed until all the required files have

    been loaded.

    Select Measurements

    This page displays the data that has been loaded into the

    workspace and groups it in a table. The table has 4 columns. The

    first is a check box, second is the drive test data stream name,

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    third is the phone number or ESN for the drive test data stream

    and the fourth is a list of all A11 IMSIs aggregated from all

    protocol data in the workspace.

    If no valid data is present for either drive test or

    A10/A11 Interface the Next button on this page is

    disabled. You need to either select Back to go to the

    previous page and select files to load or Cancel to exit

    the Wizard.

    When Next is selected it takes a few seconds to advance to the

    next step. The wizard is processing data here, for each selected

    IMSI it creates a sub-stream in all the A10/A11 interface files in

    the workspace.

    Sub-stream for selectedIMSI.

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    Select Synchronization Method

    This page provides the different methods that can be used to

    determine the time-offset between the drive test and A11 datastream. The user has the option to select one of the following:

    oParameter Correlation using DT Call Durationand A11 Active Connection Time.

    oParameter Correlation using IP Parameters fromDrive test and A11 streams.

    oParameter Correlation using throughput valuesfrom Drive test and R-P Interface.

    The second option will only work for log files capable

    of logging raw IP Packet data.

    When Next is selected it takes a few seconds to advance to the

    next step. The wizard is calculating the time offset between the

    drive test and A11 streams using the method selected by the user.

    Time Offset Verification

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    Based on the synchronization method selected in the previous

    step the time offset calculated is presented to the user. This is

    formatted as HH:MM:SS.ms. The user has the option to override

    this value and enter the desired time offset.

    The other option provided on this page is to use the same timeoffset for all the streams selected for synchronization. If this

    option is selected the user does not go through the time offset

    calculation and verification method for each stream. Instead all

    the selected streams are synchronized at once.

    The time offset is always calculated using the drive test

    stream as the reference point. In the above case the

    negative value indicates the A11 stream time stamps

    need to be offset back by that value for the streams to

    be synchronized.

    When Next is selected it takes a few seconds to advance to thenext step. The wizard is creating the Super stream in this step

    using the time offset provided.

    Final Page

    This page appears when Super streams have been created for all

    the selected streams.

    A table shows the list of Super streams created with the

    corresponding Phone number and the A11 IMSI.

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    The generated super stream contains all radio link and R-P Interface

    measurements. The user can overlay KPIs from different interfaces for

    quickly troubleshooting problems across the entire network.

    Known Issues:

    In the current release only one super stream can becreated for a given drive-test stream and IMSI pair.

    View all of the key RadioNetwork and Data

    Network events for aparticular IMSI.

    Track throughput on the Radio Networkand Data Network.

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    Attempting to create another super stream for the same

    set of data displays an error message

    A-Platform Improvements

    Improved Event View

    The IVS event detection engine is used to identify key network events in

    cdma2000 1X networks. This is accomplished by monitoring the A10,

    A11, and IP messaging. Using this messaging, the handsets state can be

    tracked as it moves between various network states.

    The A-Platforms Event Diagram Viewer can be used to visualize these

    key events and the handsets progression through the network. Thecurrent state of the handset and its transition between states is

    automatically identified each time a data point is selected in any of the

    A-Platform views.

    Improved Table View

    The performance of the table has been greatly improved so that data is

    available almost instantaneously for viewing and analysis.

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    Improved Chart View

    The following improvements have been made to the Chart View:

    Improved Point Selection - Selecting a point in the

    chart is now more precise. You can now only selectvalid points. A previous bug allowing the user to select

    phantom points has been fixed.

    Improved Stability - Chart properties that could lead toinstability have been disabled.

    Note: The correct way to create a line chart is by enabling the border

    line for a data series:

    Click chart Properties button.

    Select the top level Series tab.

    Click the line border button.

    Select the Visible checkbox.

    Improved Message View

    The protocol stack browser allows the user to more quickly browse

    through messages by examining the header only. Once a message of

    interest is identified, the details for the message can be examined.

    Messaging for various protocols (when multiple protocols are available)

    are formatted into separate columns.

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    The following improvements have been made to the protocol stack

    browser in this version:

    Only displays rows with data - Rows without any dataare no longer displayed by default. If you want to see

    every message, press the all rows button.

    Retains message position - The protocol stack browser

    stores the position in the current message that you areviewing so that when you select other messages, the

    same position in the message is displayed.

    Finding message text - The protocol stack browser cannow be used to search for message text in the same

    way as the Message Browser.

    Improved Synchronization between Views

    The Map, Chart and Table are binned views meaning they display binned

    data. The user can select a bin by selecting a point or row in these views.

    The Message Browser, Protocol Stack Browser and State Forms aremessage based views. They display data taken directly from the

    messages in the file.

    Often data from many messages contributes to the value assigned to a

    binned. This can make synchronization from binned to message views

    more complicated. To illustrate, when the user selects a binned data point

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    (in the Chart for example), which corresponding message should be

    displayed in the Message Browser?

    Previously, Actix solutions have always shown the message closest to

    the middle of the selected bin. In this way often the message displayed

    has nothing to do with the data selected in the binned view. For example,the user might select signal level but be shown a system information

    message, simply because that was the message nearest to the middle of

    the bin.

    The algorithm used for synchronizing data views has been improved to

    show a more useful message when possible. Now, if possible, the

    message-based views will sync to a message within the bin containing

    the selected attribute.

    If there is no message with that attribute a message in the middle of the

    bin will be selected, as before.

    Improved Ease of Use

    Search for an Attribute in the Workspace

    This new feature provides assistance to users searching for an attribute inthe Workspace Explorer tree-view.

    It is opened by the menu by selecting Tools, Find Attribute. It can also be

    opened by the hotkeys Ctrl + Shift + F.

    Once opened, a search panel is added to the Workspace Explorer tree-

    view pane. Users may enter search criteria about the required attributes

    into this panel.

    Find What: Enter some text which is part of therequired attribute name.

    Stream: Select which stream of data should be searched. is set by default.

    Settings:

    o Whole Word: Check this to search only forattributes where the search text exactly matches

    the whole attribute name. Otherwise, search for

    attributes where the search text is contained

    within the attribute name.

    o Case Sensitive: Check this to search only forattributes where the case of the search string

    exactly matches the case of the attribute.

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    Direction: When down is selected, only search forattributes further down in the attribute tree from the

    currently selected attribute. When up is selected, only

    search for attributes further up in the attribute tree from

    the currently selected attribute.

    Find Next: Based on the current search criteria, find thenext matching attribute. This attribute is highlighted in

    the All tab at the bottom of the Workspace Explorer.

    Find All: Based on the current search criteria, find allmatching attributes in the tree-view. The matching

    attributes are listed in the Search Results tab at the

    bottom of the Workspace Explorer.

    Done: The search for attribute panel is closed. Searchresults remain visible in the Search Results tab.

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    4Issues Resolved in This Version

    Version 1.3 (Feb 16, 2004) Resolved Added A11_Registration_Response_Time

    Resolved Improved decode of Compressed PPPpackets

    Resolved Improved calculation of Packet Data CallSetup Time

    Resolved Improved calculation of PPP setup time'

    Resolved Various Minimal Load Improvements

    Resolved Improved decode of fragmented PPPpackets

    Version 1.2 (Nov 21, 2003) Resolved A11 Packet Data Call Complete events not

    being flagged correctly.

    Version 1.1 (Aug 22, 2003) Resolved Discrepancy when sub-streaming using

    some Session based queries.

    Resolved Cannot load Network Associates files thatdo not contain A10/A11 information.

    Resolved Cannot load a file twice.

    Version 1.0: Resolved - Minimal loading is now supported

    Resolved - Event engine diagrams cannot be edited

    Resolved - StateForms templates cannot be edited

    Resolved - Intermittent failure to load a file

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    Resolved - Workspace fails to refresh after Analyzein session tracker views

    Resolved - Cell beam width and the site layer havebeen removed to simplify the Legend.

    Resolved - Polygon selection is easier to use.

    Resolved - Hide duplicate text in labels works moreconsistently.

    Resolved - Latitude/Longitude flicker has beenreduced.

    Resolved - Legend scrolling refresh bug has beenfixed.

    Resolved - Map Layers dialog: Changes are noteffected until the user closes the dialog.

    Resolved - Offset provides more control allowing the

    user to pick both the start and end point. Resolved Some PCAP files incorrectly identified as

    A10/A11

    Resolved Some A10/A11 files incorrectly identifiedas PCAP

    Resolved - Network Associates Windows and DOSformats now correctly supported (time stamps, etc.)

    Resolved Lucent A10/A11 now correctly supported

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    5Technical Support

    Actix is committed to providing the world-class professional support its

    customers would expect from a market-leading company. Our engineers,

    based in England, USA and Singapore, are contactable by email or by

    telephone, enabling Actix to provide worldwide support for its

    customers, regardless of location.

    Product registration

    You can register your Actix product by using our on-line form:

    http://www.actix.com/support/register/register.htm

    Contacting Technical Support

    Our Technical Support website offers resources, troubleshooting

    information and online software upgrades to provide a single reference

    point for our customers. Some areas of our support website arepassword-protectedplease register your product to receive your

    username and password.

    To contact Technical Support by telephone:

    Asia Pacific Direct: +65 633 22 351

    UK Direct: +44 208 735 6303

    US Direct: +1 703 740 2244

    +1 877 72 ACTIX (US toll-free)

    Each region can be contacted between 09:00 and 17:00 local time.

    Outside of hours: please leave your contact details and a brief description

    of the nature of the call.

    To contact Technical Support by email:

    Email [email protected], including a description of the problem, any

    screenshots of error messages, and any small sample files that have a

    problem, so we can investigate the reported problems faster.

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    Support policy

    Actix is committed to respond with an estimate of when the problem will

    be resolved within the times defined below and will use reasonable

    endeavors to achieve this. Please note that these times are calculatedfrom when they are registered, in terms of Actix local business hours

    (9.00am to 5.00pm).

    Critical problem Software is completely unusable: 4-hourresponse.

    Major problem Software is usable but functionality isseriously affected: 8-hour response.

    Minor problem Software is usable with minor problemsin functionality: 16-hour response

    New feature request No problem with the software: n/a