# Service Request # 101220275771

**URL:** <https://forums.suse.com/t/service-request-101220275771/34059>\
**Category:** Talk to a SUSE Technical Services Manager\
**Created:** [June 11, 2019, 9:44pm UTC](https://forums.suse.com/t/service-request-101220275771/34059 "2019-06-11T21:44:02Z")\
**Posts on this page:** 3\
**Page:** 1

<div class="post-metadata">

**Author:** ![dgersic](https://avatars.discourse-cdn.com/v4/letter/d/8491ac/32.png) [@dgersic](https://forums.suse.com/u/dgersic)\
**Post date:** [June 11, 2019, 9:44pm UTC](https://forums.suse.com/t/service-request-101220275771/34059/1 "2019-06-11T21:44:02Z")

</div>



---

<div class="post-metadata">

**Author:** ![dgersic](https://avatars.discourse-cdn.com/v4/letter/d/8491ac/32.png) [@dgersic](https://forums.suse.com/u/dgersic)\
**Post date:** [June 11, 2019, 9:44pm UTC](https://forums.suse.com/t/service-request-101220275771/34059/2 "2019-06-11T21:44:02Z")

</div>

I’ve reached the end of my patience with this SR. So, here I am.

I identified and reproduced a memory leak in eDirectory back in Feb  
2019. I opened this SR once I was reasonably sure that I could reproduce  
it. Unfortunately, my client is running eDir 8.8.8.11, and naturally  
Support didn’t want to deal with that. I was told that unless I could  
reproduce it with eDir 9, that it was a dead end because eDir 8 was out  
of support. Fair enough.

So I reproduced it with eDir 9. By then, a patch had been released, and  
of course, we can’t possibly look at the results from eDir 9.12, Support  
can only look at it if it’s eDir 9.13.

So I reproduced it again with eDir 9.13. That was six weeks ago. I’ve  
been sending James email, repeatedly, since then, and heard nothing  
until yesterday. Guess what?

Right. There’s now an eDir 9.14, and backline / engineering / etc. can’t  
possibly be interested in seeing any problems in 9.13, they want to know  
if I can reproduce it in 9.14 before they’ll look at it.

This is (expletive deleted).

Each time I have to reproduce this takes a week. Then I have to hound  
Support for a month. By then, there’s a new release, and around we go  
again. I informed James on the 9.13 test that this was it, that I would  
not be repeating this “try the new version we just released and let us  
know if that doesn’t help” thing again.

I need, today, somebody from backline involved. I need them to look at  
what I’ve reproduced. I do NOT need to be asked stupid questions like if  
I’m running IDM and whether or not I’ve checked the DIB cache settings.  
If backline sets up the same test, exactly as described, complete with  
all of the various supportconfigs that I’ve submitted and the exact  
instructions on how to reproduce the problem, and can’t reproduce it,  
THEN, and only then, can we start looking for differences in settings or  
whatever.

## – dgersic

dgersic’s Profile: [https://forums.novell.com/member.php?userid=5209](https://forums.novell.com/member.php?userid=5209)  
View this thread: [https://forums.novell.com/showthread.php?t=512567](https://forums.novell.com/showthread.php?t=512567)

---

<div class="post-metadata">

**Author:** ![system](https://us1.discourse-cdn.com/flex022/uploads/suse/original/2X/5/5012ba89e3ffb5220dac47d5ea0ba032e2fe1cb6.png) [@system](https://forums.suse.com/u/system)\
**Post date:** [June 12, 2019, 10:06am UTC](https://forums.suse.com/t/service-request-101220275771/34059/3 "2019-06-12T10:06:01Z")

</div>

Sorry to hear about your experience.  
I have flagged this up to the Team Manager’s attention..

## – tbaki

tbaki’s Profile: [https://forums.novell.com/member.php?userid=13755](https://forums.novell.com/member.php?userid=13755)  
View this thread: [https://forums.novell.com/showthread.php?t=512567](https://forums.novell.com/showthread.php?t=512567)