Difference between revisions of "Interacting with OLI Technical Support"

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There are many tools to interact with Tech Support. These tools are:
 
There are many tools to interact with Tech Support. These tools are:
  
−
* Live phone support
+
* [https://portal.olisystems.com OLI Customer Service Portal]
−
* E-mail support
 
 
* Web based support
 
* Web based support
 
* Web based knowledge base
 
* Web based knowledge base
Line 16: Line 15:
  
 
Before contacting Tech Support, the user should be prepared to send the files that are causing the problems. These files are different depending on the program being considered. Sending the files may also cause some virus protection programs to strip the files from E-mail.
 
Before contacting Tech Support, the user should be prepared to send the files that are causing the problems. These files are different depending on the program being considered. Sending the files may also cause some virus protection programs to strip the files from E-mail.
−
 
  
 
== OLI File Structures ==
 
== OLI File Structures ==
  
  
−
== OLI Analyzers ==
+
== OLI Studio ==
  
−
The files used by the OLI Analyzers are binary files. Some of these files may cause a virus protection alert when being E-mailed to OLI. This situation will be discussed later in this document.
+
The files used by the OLI Studio are binary files. Some of these files may cause a virus protection alert when being E-mailed to OLI. This situation will be discussed later in this document.
 
 
−
Table 1 Analyzer File Extensions version 3.0 and later
+
{| class="wikitable"
−
[[File:Tech Support 1.jpg]]
+
|- style="font-weight:bold;"
 +
! OLI Program
 +
! File Extension
 +
! Comment
 +
|-
 +
| OLI Studio
 +
| oad
 +
| This includes Stream Analyzer, Corrosion Analyzer, ScaleChem, and EVS
 +
|-
 +
| OLI Flowsheet
 +
| esp
 +
|
 +
|-
 +
| OLI Databook
 +
| ddb
 +
|
 +
|-
 +
| OLI Chemistry Wizard
 +
| cws, cwa, dbs
 +
| "CWS" is for all OLI Chemistry Wizard programs except for Aspen Plus which is "CWA". The "DBS" file is the generated model file.<br />
 +
|}
 +
 
 +
== Aspen HYSYS ==
 +
 
 +
Aspen HYSYS files have an .hsc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see '''OLI Databank Structure''' above.
 +
 
 +
 
 +
== Aspen PLUS ==
 +
 
 +
{| class="wikitable"
 +
|- style="font-weight:bold;"
 +
! OLI Engine in Aspen PLUS
 +
! File Extension
 +
! Comment
 +
|-
 +
| OLI Chemistry Wizard
 +
| cwa
 +
|
 +
|-
 +
| OLI Generated Model File
 +
| dbs
 +
| This file must be in the same folder as the Aspen Plus input files
 +
|-
 +
| Aspen PLUS file
 +
| bkp
 +
| OLI creates a blank Aspen Plus flowsheet in the BKP file format. OLI will populate the chemistry Sections
 +
|-
 +
| OLI Model Files
 +
| mdl, mod
 +
| These files are used for advanced models where reaction kinetics may have to be added or editted.
 +
|}
 +
 
 +
== Unisim Design ==
 +
 
 +
Unisim Design files have an .usc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see '''OLI Databank Structure''' above.
 +
 
 +
 
 +
 
 +
== File Uploads ==
 +
 
 +
With recent increases in security, sometimes it is impossible to send the required files to OLI. If this happens please use the following web site: http://support.olisystems.com/upload.aspx/
  
 +
== Live Phone Support ==
  
−
For versions before 3.0 there are four (4) Analyzer programs. Each has its own file extension. You will need to turn on File Extensions in Windows. See the Appendix on how to turn on the extensions.
+
OLI Systems, Inc. is located in Northern New Jersey, United States. Our office hours are 8:30 AM to 5:00 PM Eastern Time (New York).
  
−
'''Table 2 Analyzer File Extensions version 2.0 and earlier
+
Our phone numbers are:
−
Program File Extension'''
 
−
[[File:Tech Support 2.jpg]]
 
  
 +
Support: 973-539-4996 extension 24 (USA)
 +
Fax: 973-539-5922 (USA)
  
−
== ScaleChem ==
 
  
−
ScaleChem has several files that are of importance. One of the files is a binary file (SCA) and is most commonly sent for technical support. Other files are text files and they may be required occasionally.
 
  
−
'''Table 3 ScaleChem Files'''
+
== E-mail Support: ==
  
−
[[File:Tech Support 3.jpg]]
+
OLI no longer offers direct Email support (we just get too much spam). Rather you can submit cases to the [https://portal.olisystems.com OLI Customer Service Portal]
  
 +
== Using the Contact Support button ==
  
−
== ESP ==
+
You can now send the state of the OLI software on your computer directly to OLI. This is now accomplished via a new button on the OLI Help>About dialog or from various error dialogs.
  
−
ESP creates two classes of files. The first set is for the chemistry model. The second set is for the process model. All files are text
+
Although the data is collected automatically, you will still be in control of actually sending the data to OLI. OLI would never send data about your computer without your permission. The data is either sent first by Email or then by an FTP-like protocol to the OLI servers. The data is sent confidentially.
  
−
'''Table 4 Chemistry Model files'''
+
Here is the location of the new button on the '''Help>About''' dialog:
  
−
[[File:Tech Support 4.jpg]]
+
[[File:About OLI Studio V11 (blurred).png]]
  
  
−
'''Table 5 Process Model files'''
+
Clicking the '''Contact Support''' button will give you a new dialog:
  
−
[[File:Tech Support 5.jpg]]
+
[[File:Contact OLI OLI Studio V11.png]]
  
 +
Please enter the text fields. Commenting as to what you were doing is also helpful.
  
 +
== What about privacy? What information is sent to OLI with this function? ==
  
−
== OLI Databook Structure ==
+
Using the information in the image above, the following was sent to OLI.
  
−
The OLI Databooks are a series of 39 files for each databook. The first three characters of a databook must be unique in a folder and must not be the same as any database stored in the following folder:
+
'''General Information'''
  
−
C:\ProgramData\OLI Systems\Databanks\X.Y.Z
+
Company: OLI Systems. User: James Berthold Email: james.berthold@olisystems.com Phone: Comments: Test
  
−
Assuming that the default installation folder is c:\ProgramData and X.Y.Z is the current version number (for example 9.2.6)
+
'''Security Information'''
  
−
As an example, we will look at the structure of an OLI database NASALTS
+
This is data primarily about the products enabled by the stand-alone or client serial numbers. The example below is for a network version. The stand-alone or client serial number is displayed.
  
−
NASALTS is a collection of 39 files.
+
[Security Info] SerialNumber
 +
V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX
 +
No Expiration Date
 +
Network License Server Client
 +
Protection Key: HASP SL, ID = LS5400002
 +
\DatabankPublicStandard
 +
\DatabankPublicExtended
 +
\FullAccess
 +
\DatabankMSEPubStandard
 +
\CorrosionRates
 +
\ReferenceStateProperties
 +
OLIEngine
 +
OLIEngine\AllianceEngineDeveloper
 +
OLIEngine\Generic
 +
OLIEngine\Toolkit
 +
ESP
 +
CSP
 +
ScaleChem
 +
StreamAnalyzer
 +
StreamAnalyzer\Tester
 +
CorrosionAnalyzer
 +
CorrosionAnalyzer\Automation
 +
SCOREAnalyzer
 +
SCOREAnalyzer\SCORETemplateCreation
 +
StudioScaleChem
 +
StudioPIPESIM
 +
CCModeler
 +
OLIBridge
 +
OLIHighTemp
 +
EVSAnalyzer
  
−
Table 6 OLI Database Structure
+
'''Network Information'''
  
−
[[File:Tech Support 6.jpg]]
+
This information is about the network connections if you have this version. Stand-alone versions will not display this information. The server serial number will be displayed.
  
−
As you can see, some files are named NASALTS (e.g., NASALTS.DIC) but others are named with only the first three letters – NAS (e.g., NASREF.NDX). This is important if you send the files to OLI for analysis.
+
Network Security Server Binding
 +
'ncacn_ip_tcp:granite[12345]'
 +
Network Security Information
 +
Expiration Date = 12/31/2015
 +
Serial Number = V2-YYYY-YYYY-YYYY-YYYY-YYYY-YYYY
 +
Hardlock ID = LS5400002
 +
License Usage
 +
If permitted by your administrator, the license count for the products is also displayed.
 +
Products Max Used Avail
 +
CorrosionAnalyzer 25 2 23
 +
ESP 25 0 25
 +
EVSAnalyzer 25 2 23
 +
OLIEngine 25 2 23
 +
ScaleChem 25 0 25
 +
StreamAnalyzer 25 2 23
  
−
To send the files to OLI, you first need to search for all the files. Using NASALTS as a reference, the search would be
+
'''Operating System Information'''
  
−
NAS*.*
+
We will collect information about your operating system.
  
−
This may return more than 39 files. This is allowable, please place all the files into an archive such as WinZip and send them to OLI.
+
[System Info] Windows 7 Professional (6.1.7601) Service Pack 1
 +
System type: 64-bit Operating System
 +
Available Memory 2475796 KB
 +
Total Memory 4194303 KB
 +
Swap File Used 0 KB
 +
Swap File Max. 4194303 KB
  
 +
 +
'''OLI Plug-ins Installed'''
  
−
== Aspen HYSYS ==
+
OLI uses some plug-ins (which OLI authored) and they are listed next.
 +
 
 +
[Program Options] OLI Studio Plug-Ins
 +
Name: Stream Analyzer (Installed)
 +
Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StreamAnalyzer.olx
 +
Version: Build 9.2.4
 +
 
 +
Name: Corrosion Analyzer (Installed)
 +
Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\CorrosionAnalyzer.olx
 +
Version: Build 9.2.4
 +
 
 +
Name: EVS Analyzer (Installed)
 +
Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\EVSAnalyzer.olx
 +
Version: Build 9.2.4
 +
 
 +
Name: Studio ScaleChem (Installed)
 +
Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StudioScaleChem.olx
 +
Version: Build 9.2.4
 +
 
 +
Name: OLI File Viewer (Installed)
 +
Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\DbsFileViewer.olx
 +
Version: Build 9.2.4
 +
 
 +
'''Program Load Log'''
 +
 
 +
We will copy the information you see on the OLI Splash Screen.
 +
 
 +
[Log] Loading 'OLIEngine'.
 +
Loading 'StreamAnalyzer'.
 +
Loading 'CorrosionAnalyzer'.
 +
Loading 'EVSAnalyzer'.
 +
Loading 'StudioScaleChem'.
 +
Loading 'StudioPIPESIM'.
 +
 
 +
'''DLL Loads'''
 +
 
 +
The DLL files that OLI loads is also captured. Most of these files are authored by OLI Systems but a few are part of the operating system. The version number of the DLL is also captured. The following is only a partial list of what we collect.
 +
 
 +
ExePath=C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\OLIStudio.exe
 +
RegistryKeyName=OLI Studio 9.2
 +
ProductName=OLI Studio
 +
SerialNumber=V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX
 +
SerialData=
 +
SecurityOptionToCheck=
 +
VersionMajor=9
 +
VersionMinor=2
 +
VersionRevision=4
 +
VersionBuild=0
 +
HasDocumentsDirectory=true
 +
DocumentsDirectoryPath=
 +
HasSamplesDirectory=true
 +
SamplesDirectoryPath=
 +
RegUseSecurityKey=true
 +
AllowAutoLogin=true
 +
CommonFilesPath='C:\Program Files (x86)\Common Files\OLI Systems\'
 +
Files in - 'C:\Program Files (x86)\Common Files\OLI Systems\'
 +
OLIClientSecurityProvider.dll - [3.2.5] OLISecurity
 +
OLIHtmlHelp.dll - [1.0.3] OLI HTML Help Support Library
 +
OLIProcessSecurityProvider.dll - [3.2.5] OLISecurity
 +
OLIProcessSecurityV1.dll - [2.1.14] OLISecurity
 +
 
 +
'''Registry Entries'''
 +
 
 +
The OLI related registry entries from both current user and local machine are captured. This example is only a partial list:
 +
 
 +
[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\Application]
 +
"TemplatesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Templates"
 +
"SerialNumber"="V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX"
 +
"SamplesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Samples"
 +
"SerialNumberTimeStamp"="10-1-2014 11:04:48"
 +
"SerialData"=""
 +
 
 +
 
 +
== Appendix ==
 +
 
 +
 
 +
 
 +
'''How to turn on file extensions in Windows 10'''
 +
 
 +
1. Click '''Start''' and then click '''File Explorer'''
 +
 
 +
2. Click the '''View tab''' in File Explorer and then click the '''Options''' button(or click the drown down menu and click '''Change folder and search options''')
 +
 
 +
3. Click the '''View tab''' at the top of Folder Options
 +
 
 +
4. Click '''OK'''
 +
 
 +
 
 +
[[File:Tech Support 11.jpg]]
  
−
Aspen HYSYS files have an .hsc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see '''OLI Databank Structure''' above.
+
Figure 1
  
 +
Click the '''Apply''' button and then '''OK'''.
  
−
== Aspen PLUS ==
 
  
−
'''Table 7 File types required by OLI'''
+
This was former Tip65
  
−
[[File:Tech Support 7.jpg]]
 
  
−
Note: you need only send either the Wizard files or the Standard files, not both.
+
[[Category:Tips]] [[Category:Former Tips]] [[Category: Company Information]]

Latest revision as of 12:53, 22 August 2022

Overview

OLI Systems, Inc. has been providing software for the chemical industries since 1971. During that time, technical support has been a primary focus. To help facilitate the user interacting with OLI’s technical support document, there are some things that the user should know.

There are many tools to interact with Tech Support. These tools are:

  • OLI Customer Service Portal
  • Web based support
  • Web based knowledge base
  • Web based live training & support
  • Off-line web based training
  • FTP Site to upload and download files

Before contacting Tech Support, the user should be prepared to send the files that are causing the problems. These files are different depending on the program being considered. Sending the files may also cause some virus protection programs to strip the files from E-mail.

OLI File Structures

OLI Studio

The files used by the OLI Studio are binary files. Some of these files may cause a virus protection alert when being E-mailed to OLI. This situation will be discussed later in this document.

OLI Program File Extension Comment
OLI Studio oad This includes Stream Analyzer, Corrosion Analyzer, ScaleChem, and EVS
OLI Flowsheet esp
OLI Databook ddb
OLI Chemistry Wizard cws, cwa, dbs "CWS" is for all OLI Chemistry Wizard programs except for Aspen Plus which is "CWA". The "DBS" file is the generated model file.

Aspen HYSYS

Aspen HYSYS files have an .hsc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.


Aspen PLUS

OLI Engine in Aspen PLUS File Extension Comment
OLI Chemistry Wizard cwa
OLI Generated Model File dbs This file must be in the same folder as the Aspen Plus input files
Aspen PLUS file bkp OLI creates a blank Aspen Plus flowsheet in the BKP file format. OLI will populate the chemistry Sections
OLI Model Files mdl, mod These files are used for advanced models where reaction kinetics may have to be added or editted.

Unisim Design

Unisim Design files have an .usc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.


File Uploads

With recent increases in security, sometimes it is impossible to send the required files to OLI. If this happens please use the following web site: http://support.olisystems.com/upload.aspx/

Live Phone Support

OLI Systems, Inc. is located in Northern New Jersey, United States. Our office hours are 8:30 AM to 5:00 PM Eastern Time (New York).

Our phone numbers are:

Support: 973-539-4996 extension 24 (USA) Fax: 973-539-5922 (USA)


E-mail Support:

OLI no longer offers direct Email support (we just get too much spam). Rather you can submit cases to the OLI Customer Service Portal

Using the Contact Support button

You can now send the state of the OLI software on your computer directly to OLI. This is now accomplished via a new button on the OLI Help>About dialog or from various error dialogs.

Although the data is collected automatically, you will still be in control of actually sending the data to OLI. OLI would never send data about your computer without your permission. The data is either sent first by Email or then by an FTP-like protocol to the OLI servers. The data is sent confidentially.

Here is the location of the new button on the Help>About dialog:

About OLI Studio V11 (blurred).png


Clicking the Contact Support button will give you a new dialog:

Contact OLI OLI Studio V11.png

Please enter the text fields. Commenting as to what you were doing is also helpful.

What about privacy? What information is sent to OLI with this function?

Using the information in the image above, the following was sent to OLI.

General Information

Company: OLI Systems. User: James Berthold Email: james.berthold@olisystems.com Phone: Comments: Test

Security Information

This is data primarily about the products enabled by the stand-alone or client serial numbers. The example below is for a network version. The stand-alone or client serial number is displayed.

[Security Info] SerialNumber V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX No Expiration Date Network License Server Client Protection Key: HASP SL, ID = LS5400002 \DatabankPublicStandard \DatabankPublicExtended \FullAccess \DatabankMSEPubStandard \CorrosionRates \ReferenceStateProperties OLIEngine OLIEngine\AllianceEngineDeveloper OLIEngine\Generic OLIEngine\Toolkit ESP CSP ScaleChem StreamAnalyzer StreamAnalyzer\Tester CorrosionAnalyzer CorrosionAnalyzer\Automation SCOREAnalyzer SCOREAnalyzer\SCORETemplateCreation StudioScaleChem StudioPIPESIM CCModeler OLIBridge OLIHighTemp EVSAnalyzer

Network Information

This information is about the network connections if you have this version. Stand-alone versions will not display this information. The server serial number will be displayed.

Network Security Server Binding 'ncacn_ip_tcp:granite[12345]' Network Security Information Expiration Date = 12/31/2015 Serial Number = V2-YYYY-YYYY-YYYY-YYYY-YYYY-YYYY Hardlock ID = LS5400002 License Usage If permitted by your administrator, the license count for the products is also displayed. Products Max Used Avail CorrosionAnalyzer 25 2 23 ESP 25 0 25 EVSAnalyzer 25 2 23 OLIEngine 25 2 23 ScaleChem 25 0 25 StreamAnalyzer 25 2 23

Operating System Information

We will collect information about your operating system.

[System Info] Windows 7 Professional (6.1.7601) Service Pack 1 System type: 64-bit Operating System Available Memory 2475796 KB Total Memory 4194303 KB Swap File Used 0 KB Swap File Max. 4194303 KB


OLI Plug-ins Installed

OLI uses some plug-ins (which OLI authored) and they are listed next.

[Program Options] OLI Studio Plug-Ins Name: Stream Analyzer (Installed) Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StreamAnalyzer.olx Version: Build 9.2.4

Name: Corrosion Analyzer (Installed) Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\CorrosionAnalyzer.olx Version: Build 9.2.4

Name: EVS Analyzer (Installed) Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\EVSAnalyzer.olx Version: Build 9.2.4

Name: Studio ScaleChem (Installed) Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\StudioScaleChem.olx Version: Build 9.2.4

Name: OLI File Viewer (Installed) Path: C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\DbsFileViewer.olx Version: Build 9.2.4

Program Load Log

We will copy the information you see on the OLI Splash Screen.

[Log] Loading 'OLIEngine'. Loading 'StreamAnalyzer'. Loading 'CorrosionAnalyzer'. Loading 'EVSAnalyzer'. Loading 'StudioScaleChem'. Loading 'StudioPIPESIM'.

DLL Loads

The DLL files that OLI loads is also captured. Most of these files are authored by OLI Systems but a few are part of the operating system. The version number of the DLL is also captured. The following is only a partial list of what we collect.

ExePath=C:\Program Files (x86)\OLI Systems\OLI Studio 9.2\Studio\OLIStudio.exe RegistryKeyName=OLI Studio 9.2 ProductName=OLI Studio SerialNumber=V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX SerialData= SecurityOptionToCheck= VersionMajor=9 VersionMinor=2 VersionRevision=4 VersionBuild=0 HasDocumentsDirectory=true DocumentsDirectoryPath= HasSamplesDirectory=true SamplesDirectoryPath= RegUseSecurityKey=true AllowAutoLogin=true CommonFilesPath='C:\Program Files (x86)\Common Files\OLI Systems\' Files in - 'C:\Program Files (x86)\Common Files\OLI Systems\' OLIClientSecurityProvider.dll - [3.2.5] OLISecurity OLIHtmlHelp.dll - [1.0.3] OLI HTML Help Support Library OLIProcessSecurityProvider.dll - [3.2.5] OLISecurity OLIProcessSecurityV1.dll - [2.1.14] OLISecurity

Registry Entries

The OLI related registry entries from both current user and local machine are captured. This example is only a partial list:

[HKEY_LOCAL_MACHINE\Software\OLI Systems\Analyzer 2.0\Common\Application] "TemplatesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Templates" "SerialNumber"="V2-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX" "SamplesDirectory"="C:\\Program Files (x86)\\OLI Systems\\Analyzer 2.0\\Samples" "SerialNumberTimeStamp"="10-1-2014 11:04:48" "SerialData"=""


Appendix

How to turn on file extensions in Windows 10

1. Click Start and then click File Explorer

2. Click the View tab in File Explorer and then click the Options button(or click the drown down menu and click Change folder and search options)

3. Click the View tab at the top of Folder Options

4. Click OK


Tech Support 11.jpg

Figure 1

Click the Apply button and then OK.


This was former Tip65

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