Gathering this information before calling IBM support will help you understand the problem and save time analyzing the data. Detailed steps to reproduce the problem will help to expedite the troubleshooting process. This can include a list of steps and/or screen captures that display the issue.
Guidelines for collecting data for a PointBase issue
- Operating System name and version, patch release if known, and hardware platform, number of CPUs, amount of physical memory.
- JVM vendor and version, JVM arguments in use (e.g. -Xmx).
- PointBase product (Embedded | Micro | TSM). (If Embedded, using embedded or server mode).
- PointBase version in use.
- Description of the problem or error including as much detail as is known.
- Copy of any of the following if they exist:
- stack trace if one was observed.
- database error log (<databasename>_Error.log if it exists. Will be located in database.home directory
- debug log file (<databasename>_Debug.log if it exists. Will be located in database.home directory
- if possible, make a copy of the database files (all dbn and wal files) and keep it available in case we need to examine it as part of the investigation. It is not necessary to send at the outset if the file size is large.
- History of the problem - is this the first time it has occurred?
- History of the database. Have there been any crashes or other earlier problems observed with either the machine or the database?
- Can the error be reproduced 1 for 1, or is it intermittent (frequency of occurrence if intermittent.)
- Test case to reproduce the error, if possible, or steps to reproduce the problem, if known.
- Description of the impact that the problem is having (to aid in our prioritization of our response.)
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