Robelle is a North American company that deals directly with customers
in the USA and Canada. For many foreign locations, we have
authorized distributors.
For customers in other countries without a Robelle dealer, refer to this
overseas support page.
Below are answers for North American customers to some
of the common questions we receive about technical support,
licensing, and installation of our
products.
Robelle support currently includes the following services:
Technical support by email to
Or telephone (1.800.453.8970). Primary support
hours are 7am to 4pm Pacific Time.
An annual update of the software (encoded for each supported system)
with bug fixes and enhancements, distributed by web download
with authorization codes sent by email
(tape media at optional charge). When you pay your annual support
renewal, you receive instructions for downloading the current production version.
Updated documentation in both PDF and HTML-Help format.
Pre-releases of Robelle software throughout the year upon request to solve
any problem at your site. These are distributed by web download with
authorization codes sent by email.
What's Up DOCumentation? technical newsletter delivered to
you by email.
Call-in support is available to the main Robelle contact (as well as
one or two listed alternate contacts) at the primary site. We usually
send one software update per company encoded for all licensed systems and
it is the responsibility of the customer to re-distribute it within
their organization.
For more information on purchasing Robelle support, call 1.888.robelle or email:
What questions does Robelle technical support answer?
Technical support answers specific questions about
our products Qedit and Suprtool.
Tech support helps track down software
problems and submits them to the programmers for correction.
Tech support records enhancement suggestions and feeds
them into the R&D process.
Tech support does not provide basic training on the
HP 3000 or HP-UX. Tech support expects the customer
contact person to have made an effort to check the
user manual and the support materials on our web site:
Our web site has the current product manuals,
which are available in three formats: PDF, HTML-Help,
and Printed (printed manuals can be purchased by credit
card and can be shipped anywhere in the world):
There is a complete Suprtool training course with Powerpoint
slides and handouts. You are authorized to use it and make copies of the material
for your students:
Tech support can help with specific problems if you get stuck,
but it cannot write your applications for you.
Consulting services are available at an additional charge, email:
Email us at
or call us at 1-888-ROBELLE (1-888-762-3553) between 7am and 4pm PST, and we will
be happy to check the status of your account. It would be
useful if you could provide your Robelle customer number (see a previous invoice),
or at least your company name and location.
If your support has lapsed, or if you purchased the
original product license through a third party (for example, as part of an
application package), it makes sense to renew support directly with us, as this
ensures that you always have the latest versions of our software that are compatible with
the newest Database and Operating System features, as well as access to our
support service.
To arrange to reactivate your support, contact us at 1-888-ROBELLE, or e-mail
Every product update will be accompanied by a message
listing the Model and HPSusan/SPU ID of the CPUs its licensed to run on. If the
product is already installed, you can check as follows:
On HP3000 Systems:
Login as MGR.ROBELLE, and run the EXTEND program
with a ",VERIFY" entry point to check the licensing options enabled:
:HELLO {sessionname},MGR.ROBELLE
{password, if any}
:RUN EXTEND.PUB,VERIFY
EXTEND/Copyright Robelle Solutions Technology Inc. 1990-1998
(Version 4.0)
Filename [none]: qedit.pub
{...or Suprtool.pub}
On HP-UX Systems:
Login as root, change to the Robelle "bin" directory, and use the Extend
program with a "-v" entry point:
# cd /opt/robelle/bin
# ./extend -v
EXTEND/UX/Copyright Robelle Solutions Technology Inc. 1990-1998
(Version 4.0)
Filename [none]: qedit
{or suprtool}
This will list the program version information, followed by a list of HPSusan
numbers/SPI IDs of licensed CPUs.
Alternatively, you can call 1-888-ROBELLE (1-888-762-3553) and we can check the
current status of your software.
You need to contact Robelle with the model numbers and HPSUSAN numbers of
the old and new CPUs. The easiest way to do this is
with our CPU Change Form.
For an HP 3000 MPE server, collect the unique HP SUSAN number as shown by the SHOWVAR HPSUSAN command and
the model name as shown by the SHOWVAR HPCPUNAME command.
For an HP 9000 HP-UX server, collect the unique HP SUSAN number as shown by the
uname -a command and the model name as shown by the model command.
It would be best to make this call before
you schedule the upgrade, since the software will not run on
the upgraded system without new product verification codes.
The licensing and maintenance fees may be different for
your new system configuration.
Contact us at 1-888-ROBELLE, or e-mail
Once the new CPU is licensed, we can send you product verification codes
to enable the software to run
on the new CPU.
To receive a quotation, email our sales department,
contact us at 1-888-ROBELLE, or use our
CPU Change Form, or submit a purchase order for
an additional CPU:
Your Robelle products have a built-in disaster recovery mechanism, which is
documented in DISASTER.PUB.ROBELLE. This is a text file which you can print,
and file in your "Disaster Recovery" handbook. In short, it shows how you can
use the EXTEND.PUB.ROBELLE program to disable HPSUSAN/SPU ID checking in your
Robelle program files, by converting them into 10-day expiring demonstration
versions which will run on any CPU. This mechanism can only be used once, so
if you need more time for testing, you'll need to contact us to make special
arrangements. For extended testing, we have a product rental option.
For more information, phone 1-888-ROBELLE, or e-mail
When you upgrade your computer, the new computer usually has a different
HPSUSAN (HP System Unique Serially Assigned Number) or a different model number
from the old one. Your Robelle software has a list of authorized HPSUSANs and their
sizes, so
when you move the Robelle software to the new computer, the software refuses
to run. Just contact us to get the new CPU licensed:
