The following topics are discussed below:
Diagnostic information should generally be submitted in the form of attachments to Support Incidents via eService or email. Attachments of 5 MB or larger should be submitted via FTP, SFTP or FTPES, according to the instructions below for your region. You should only send DVDs (or other approved physical media) if requested by Software AG.
Please use the following file naming convention when you upload diagnostic data of all kinds to Software AG using FTP, SFTP, or FTPES. The name of the file must begin with the two letters 'SR', followed by the 7-digit Support Incident number. Following this prefix, you can use any kind of meaningful and descriptive file name and file extension. Valid examples are:
SR1234567Diagnostics1.zip
SR1234567Diagnostics2.zip
SR1234567_more.1000.Z
SR1234567_configuration_information.txt
SR1234567ACMETestCorp.acme
SR1234567_no_file_extension
If you experience issues when uploading large files, you should make use of the
Split to Volumes feature provided by file compression tools
such as WinZip or 7-Zip.
In order to verify the integrity of the documents you send, please consider providing us with MD5 hash sums of the files.
To upload files via "plain" FTP
Select the server closest to you:
ftp.softwareag.com (located at Software GmbH's headquarters in Germany)
ftp.softwareagusa.com (located at Software GmbH's U.S. offices in Reston, VA. )
Log in with the following credentials:
User ID: customer
Password: customer
Note
Your files will NOT be associated with the Support Incident if you use
"anonymous".
The directory will appear to be empty, and it does not allow the
DIR or LS commands to be executed, so,
after uploading, you will no longer be able to see the file(s). However, after
allowing approx. 45 minutes of processing time, you can confirm receipt of the
file(s) in the eService section of Empower – the Support Incident will show steps of
type 'FTP – Inbound'.
Please use the 'BIN' option of your FTP client.
If a problem should occur at a customer site, our support team wants to supply solutions as fast as possible. To minimize the time required to analyze a problem and deliver a solution, the support team requires detailed information about the problem.
The standard problem information should contain:
Problem description:
Adabas component or function used
error messages (message ID)
short description of the problem
Environment description:
Adabas version
corrections used
operating system version
hardware environment (CPU type, disk device types, etc.)
Can the problem be reproduced ?
What are the steps to reproduce it
Which data is needed to reproduce it
If the problem is not reproducible, the problem information should contain additionally:
Where does the problem occur ?
on all databases or on a single databases only
on databases within a specific environment only
environments where the problem does not occur
When does the problem occur ?
always or only sporadically
in parallel with other events
periods of time when the problem does not occur
when did the problem first occur ?
changes of the environment around this date
last changes of the environment before this date
in the case of data corruption problems:
date of last successful database verification run
utilities used on the corrupted file (checkpoint list)
disk problems encountered
