Finally on my way to level 2 support - I hope
Category Collaboration
After 4 days of radio silence I heard back from the original IBM tech support person who informed me that he wanted to set up a Web Conference and watch the installation program fail. I was disappointed and frustrated since we had agreed last week that the problem should be escalated to level 2 support. It was also pretty clear that the tech was sure I was doing something stupid that he would catch and quickly solve. Unfortunately for both of us, using Sametime Web Conferencing over a satellite connection is an exercise in extreme patience. While my connection speed is not the best, and I have complained about it elsewhere in this blog, it should still be sufficient for this purpose. However, and I believe it is related to the way that the satellite transmits packets in bursting form, screen sharing in particular just doesn't work properly and results in numerous time-outs. Sure enough, we spent an hour and a half on the conference, and I had to terminate and restart the web conference no less than 10 times. However, we persevered, and sure enough, the installation of the WMC provisioning server failed at the same place and in the same way that the 30+ installations I have previously attempted failed. Once again, as was the case last week, it was decided that this problem needed to be sent on to the second level support staff. Hopefully, this will get the ball rolling - I certainly did not expect to be in this situation 3 weeks after starting the install.
After 4 days of radio silence I heard back from the original IBM tech support person who informed me that he wanted to set up a Web Conference and watch the installation program fail. I was disappointed and frustrated since we had agreed last week that the problem should be escalated to level 2 support. It was also pretty clear that the tech was sure I was doing something stupid that he would catch and quickly solve. Unfortunately for both of us, using Sametime Web Conferencing over a satellite connection is an exercise in extreme patience. While my connection speed is not the best, and I have complained about it elsewhere in this blog, it should still be sufficient for this purpose. However, and I believe it is related to the way that the satellite transmits packets in bursting form, screen sharing in particular just doesn't work properly and results in numerous time-outs. Sure enough, we spent an hour and a half on the conference, and I had to terminate and restart the web conference no less than 10 times. However, we persevered, and sure enough, the installation of the WMC provisioning server failed at the same place and in the same way that the 30+ installations I have previously attempted failed. Once again, as was the case last week, it was decided that this problem needed to be sent on to the second level support staff. Hopefully, this will get the ball rolling - I certainly did not expect to be in this situation 3 weeks after starting the install.