Before You Call Support

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# Before You Call Support

Before you call your technical support representative, collect the following information from your Event Replicator Target Adapter environment:

1. A brief description of the problem.

2. All of the available sqlrep.log files. For more information on these, read Managing Event Replicator Target Adapter Log Files and Console Messages .

3. The context.xml file. For information regarding this file and its location, read Setting Configuration File and Target Adapter Preferences .

4. The log4j.properties file. This file is located in the webapps\sqlrep\WEB-INF\classes directory wherever your Event Replicator Target Adapter program data files are installed.

5. Before bringing the Event Replicator Target Adapter down, produce the current Java stack trace, as described below.

   - In Windows environments, issue a Ctrl-Break (press the Ctrl and C keys) in the Event Replicator Target Adapter console window. This will produce the current Java stack trace in the console window. Once the trace is complete, cut and paste it into another document to save it for support.

   - In UNIX environments, issue a Ctrl-Break (press the Ctrl and \ keys) in the Event Replicator Target Adapter console window. This will produce the current Java stack trace in the console window. Once the trace is complete, cut and paste it into another document to save it for support.

6. All messages you receive. If you receive messages from any other system vendors's products, please read any available documentation relating to those messages before you call Software AG.

7. A description of your operating environment, including:

   - The version number of the Event Replicator Target Adapter

   - The version number of the operating system you are using and its major components

   - The version number and name of the relational database you are using

   - If IBM EntireX is used as the messaging system, provide its startup parameters and JCL

   - All hardware components and their configurations

   - Any installed software changes.

8. All output related to the problem (for examples, dumps, screen prints, or samples of scripts or incorrect output).