Support and Maintenance

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# Support and Maintenance

This document provides information on support and maintenance issues.

This document covers the following topics:

- Reporting Problems

- Problem Resolution

- Applying Maintenance

## Reporting Problems

Problems should be reported to your local technical support center. You will be asked to provide whatever information is required to solve the problem. Generally, you should have the following available when reporting a problem:

1. Version, revision, SM level and cumulative fix pack of the Com-plete HTTP server software where the problem occurred.

2. Type and level of operating system where Com-plete was running.

3. Version, revision, and SM level of other products associated with the problem (for example, Natural , Adabas ).

4. Message numbers where applicable.

5. System log for a period of time before the event.

6. Sequence of actions used to cause the problem, if reproducible.

7. Name and offset of the module where the problem occurred. Where an ABEND occurs within a Com-plete module, RC generally points to the start of the module where you will find a constant identifying the module. Subtract the PSW address from the address in RC to provide the offset into the module.

8. The register contents at the time of the ABEND.

With this information, it may be possible to identify a previous occurrence of the problem and a correction. If this is not the case, the following additional information is required:

1. The Com-plete online dump or Com-plete address space dump, as appropriate.

2. Output from the job where the failure occurred.

3. Other information that support personnel feel is relevant.

## Problem Resolution

A number of tools are available to diagnose HTTP server problems as follows.

### Thread Dump Diagnosis under Com-plete

When an application program ABENDs within Com-plete, a thread dump is written to the dump file. These dumps may be viewed from the HTTP UI Dumps link. Alternatively, dumps may be viewed using the UDUMP 3270 utility. Refer to the Com-plete Utilities documentation for more information.

### HTTP Server Trace Facilities

When HTTP requests are not being processed successfully, it can be useful to trace incoming and outgoing data. For incoming data, the HEADER trace will provide details of exactly how HTTP server has interpreted a given request while DATA tracing will show the exact format of data as it is received at the HTTP server side and what is actually sent back by the HTTP server request processing module (or the CGI program) to the web browser. HTTP server tracing may be activated using the HTTP server TRACE configuration parameter.

## Applying Maintenance

Bugfixes are provided in the form of cumulative fix packs, which are accumulated updates (replacement modules) to the various product libraries. Software AG recommends that you copy each update into your corresponding installation library, after having backed up the latter.

For urgent problems, hotfixes are provided.

### On this page

- Reporting Problems
- Problem Resolution
- Applying Maintenance