Updates 24, 25 and 26 of Oracle (Sun) Java are known to conflict with HOD.
IBM states in a Flash Alert that Host On-Demand will not be supported on Oracle (Sun) 1.6.0_24 or higher JRE level, or on IBM Java 1.6 SR9. The IBM Host On-Demand development team will be investigating the problem and will update the IBM technote as more information is available.
The purpose of this document is to define the extent the DWD Service Desk will support HOD and to provide links to online information available to assist local IT Staff in supporting their HOD users.
This document applies to Partner Agencies using Partner or DWD owned hardware to access HOD through Badgernet or using their own Internet Service Provider. DWD staff on Partner Equipment or personally owned PCs are supported the same.
For DWD and NON-DWD staff, using NON-DWD supplied PCs the DWD Service Desk can
1) Verify the circuit is up.
2) Verify the router configuration on the DWD side is correctly configured.
3) Perform basic trouble shooting for
problems that may be caused /resolved on the state side.
4) Escalate problems to DOA.
For Non-DWD staff using DWD owned PCs, the Service Desk will offer full machine support including escalation to the 3rd level of support which may include rebuilding/replacing the PC.
The DWD Service Desk can provide routine external connectivity support by helping verifying HOD state servers are up. Some or all the information below will aid local IT Staff in the diagnosis/resolution of any connectivity problems they are having.
1) Bandwidth of your ISP connection.
2) Network diagram showing routers, switches and any internal WAN connections
and LAN/WAN speeds for each segment/component.
3) External IP addresses of your gateway, router, switch.
4) Number of workstations connecting to the internet thru your ISP connection.
5) Info on Network Address Translation, Port Address Translation, proxy server
and/or Citrix.
6) ISP provided bandwidth usage reports.
7) Logs from routers and firewall.
DWD Service Desk is NOT responsible for making changes, installing software on NON-DWD PCs nor supporting HOD customizations. For these problems local IT staff should be the first contact. DWD can possibly provide suggestions to local IT staff if they contact the DWD Service Desk. Questions involving changing the look and feel of HOD should also be routed to local IT Staff.
Many Spyware, Adware, Freeware, etc programs are known to cause problems with HOD. Local IT Staff should prevent these type of installations or remove them when HOD problems exist.
HOD Online Information - Access, FAQs, Requirements, etc (Requires DWD workweb access)