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D.I.Y Technical Support

D.I.Y Technical Support Tips to troubleshoot your own SAS problems Kim Yee Date : Thursday 2 nd December D.I.Y. Technical Support Check for Error Messages SAS Notes Hotfixes Installation and Administrator Guides FAQs, Samples and SUGI Papers Online Documentation

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D.I.Y Technical Support

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  1. D.I.Y Technical Support Tips to troubleshoot your own SAS problems Kim Yee Date: Thursday 2nd December

  2. D.I.Y. Technical Support • Check for Error Messages • SAS Notes • Hotfixes • Installation and Administrator Guides • FAQs, Samples and SUGI Papers • Online Documentation • SAS Online Profile, Free Tutorials and White Papers • Newsletters, Mailing Lists and SASware Ballot • If all else fails then…

  3. Check for Error Messages • Check SAS log for errors/warnings – Make a copy of these messages, in case you need to send this to SAS Tech Support later on • Were there any popup error boxes? Take a screenshot (same as above) • If using SAS Macros turn on options such as MPRINT, MLOGIC and SYMBOLGEN to help troubleshoot macro problems • Check the Windows Event Viewer (Start->Settings->Control Panel->Administrative Tools->Event Viewer) • If using SAS 9 architecture you might find more information on problems in the MetaDataServer Log (Lev1\SASMain\MetadataServer\logs) and ObjectSpawner Log (Lev1\SASMain\ObjectSpawner\logs)

  4. SAS Notes Example: SAS Help returns ‘Page not found’ error - SN-007766 – also applies to Enterprise Miner help http://support.sas.com/techsup/search/sasnotes.html

  5. Hotfixes Ensure you have the latest Hotfix applied http://ftp.sas.com/techsup/download/hotfix/hotfix.html

  6. Installation and Admin Guides Have you or your IT person followed the installation/admin documentation? Do you meet the system requirements to install SAS? http://support.sas.com/documentation/installcenter/index.html

  7. FAQs http://support.sas.com/faq/ FAQs are separated by products so you can drill down and search for a particular SAS module – eg Base SAS

  8. Sample code Need an example of SAS code to modify it for your data? Search online for publicly available code samples and tips. http://support.sas.com/sassamples/index.html

  9. SUGI http://support.sas.com/usergroups/sugi/proceedings/index.html Need more information about a specific procedure? e.g. Generalized Additive Models. Search online for papers from SAS User Group International conferences.

  10. Online Documentation The best source of documentation for syntax help, examples and product information. Tip: Right-click and open in new window to get link to exact page in online doc that you can send to someone else. http://v8doc.sas.com/sashtml/

  11. Online Profile Set up online SAS profile to gain access to more on the SAS website. http://www.sas.com/apps/userid/login.jsp

  12. White Papers Need more information? Check available White Papers. http://www.sas.com/apps/whitepapers/whitepaper.jsp

  13. Free Online Tutorials Need to learn a SAS product in a hurry? Try one of the new free online tutorials. http://www.sas.com/apps/elearning/elearning_courses.jsp?cat=Free+Tutorials

  14. Newsletters, mailing lists & SASware ballot Want to receive the latest Technical information sent straight to your Inbox? • TSNEWS-L Listserv - http://support.sas.com/techsup/news/tsnews.html • SNOTES-L Listserv - http://support.sas.com/techsup/news/snotes.html • TSDOCS-L Listserv - http://support.sas.com/techsup/news/tsdocs.html • SAS-L Listserv - http://listserv.uga.edu/archives/sas-l.html • SAS E-Newsletters - http://www.sas.com/news/newsletter/index.html Have a suggestion for the next version of SAS? • SASware Ballot - http://support.sas.com/news/feature/04nov/ballot.html

  15. If all else fails… Contact SAS Tech Support Phone: 02 9428 0444 Email: support@oz.sas.com • SAS version and exact product relating to problem (eg Enterprise Guide) • Operating System • Error messages and/or screenshots of problem • SAS code/log, if relevant • Your full contact details (Name, Company, Site number, phone and email)

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