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emBoot offers the
following ways to access the support you need:
Support Forum
Search the Support Forum
Enter the Support Forum
Email Support
Submit a service request with attached screenshots
of error messages and other problems that can
be communicated visually to support@emboot.com.
In order to serve you better,
please have the following information ready when
you contact us:
In all cases:
1) A detailed description of the problem, including
any error messages given on client or server.
2) An indication of where in the boot process
that the error occurred.
3) A description of the ROM and the ROM label,
including version and date, or the
software product name and version, or the name
of the consulting project.
4) A description of the network environment and
configuration from server to workstation, including
all hardware used establishing connectivity between
the two.
5) A description of the client machine involved, with
the following (if possible):
- Computer model and mfg.
- Motherboard model and mfg.
- CPU speed
- BIOS version and mfg.
- System memory present
TCP/ IP / PXE:
1) A copy of the image file in question, preferably
compressed and attached to e-mail. If it is not
possible to send the image file, send copies of
CONFIG.SYS, AUTOEXEC.BAT, and any other batch
files called during boot.
2) A) If using the BOOTP protocol, a copy of
the BOOTPTAB file, preferably compressed and attached
to e-mail.
B) If using the DHCP protocol, the scope, scope
range, lease duration, properties of reserved
leases (used for static assignment of IP address),
options (tags) used (particularly #67) and their
values. Specify whether the options were assigned
as default, scope, and / or global settings.
C) If using the PXE protocol, and not using the
DHCP service to provide the filename of the bootstrap
program in its initial reply, please provide configuration
details of the proxy DHCP and BINL service being
used on the Boot Server. If a workstation management
application is in use, refer to the vendor documentation
for instructions and support regarding proper
setup, configuration and image file creation.
3) Copies of all TFTP log files (if available)
compressed and attached to e-mail. If TFTP has
not generated log files, enable logging, re-create
the problem and send the log file results. Describe
TFTP settings: if transmit is set to secure or
non-secure, the full path to image files used,
etc. Indicate the name and version of the TFTP
server used.
4) The version and service pack level of the
server being used. In addition, please provide
the IP address (of each NIC), subnet mask, and
services/daemons running at the time of failure.
A list of NT services can be obtained by running
the command NET START and redirecting the command
output to a text file. UNIX daemons can be listed
by running PS -AUX and redirecting the output.
RPL & Netware Support
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