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Troubleshooting and Error Messages Guide |
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| Chapter 3 Error Message Writeups |
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| Reporting Errors |
When you report an error to Sybase Technical Support, include the following information:
The environment in which the error occurred, including:
Adaptive Server version (refer to "How to Determine Your Adaptive Server Version")
SWR (Software Release) number, if available
Client version
Operating system version
Hardware platform
Production or development environment
The message number, state, and complete error message text for any Adaptive Server errors. Include any numbers, database object types, or database object names that are included in the error message.
The context in which the message was generated--what command was running at the time. You can help by providing a hard copy of the error log, including all messages displayed from just prior to start-up to immediately before or immediately after the message. Include the version number and date information printed at the beginning of the error log.
The number of users who were logged into Adaptive Server when the error occurred.
The frequency with which the error occurs.
The client program that encountered the error (isql, Open ClientTM CT-LibraryTM, Data Workbench®, and so on).
A checklist for reporting errors follows. The purpose of this checklist is to help you collect the information you need to give to Sybase Technical Support. Your primary site contact should have a copy of this checklist.
Technical Support Checklist
To expedite the resolution of your question and help you track it, please fill out this checklist before you call your Technical Support Center.
Site ID (customer number):
Case Number:
Priority:
Support Engineer:
Date Case Opened:
Date Case Closed:
Sybase Server version (include SWR [EBF] version if applicable):
Operating system type and version:
Front-end (client) product and version (include SWR [EBF] version if applicable):
Client machine operating system type and version:
Description of the problem (include error numbers, error messages, circumstances in which problem occurred):
Other useful information (include copy of error logs, reproducible case, number of users on the system, average percent of CPU usage, any other pertinent information):
Whenever Technical Support asks you to fax the error log to Sybase, fax the log from start-up to the error message in question. Be sure to include the following:
The lines just prior to start-up; for example:
kernel Adaptive Server Enterprise/12.5/SWR 9609 GA/P/Sun_svr4/OS 5.8 /main/1647/32-bit/FBO/Sat Jun 2 00:49:20 2001
All the lines between start-up and the error; for example:
Error 2559, Severity Level 16: Data page number 0781 is empty.
Any stack traces or unusual messages that occur near the error message in question.
When trace flag 3601 is turned on, Adaptive Server writes a stack trace to the error log every time an Adaptive Server error is raised. For troubleshooting purposes, Sybase Technical Support may ask you to turn on this trace flag. If they do, refer to "How to Start Adaptive Server with Trace Flags" in the Encyclopedia of Tasks chapter for instructions for turning on a trace flag.
In general, the time that Sybase Technical Support needs to resolve a problem is greatly reduced if you generate a reproducible test case demonstrating the error. These test cases can range from a single query that is not behaving as expected to a relatively complex code fragment that encounters a problem.
Whenever possible, test cases should be created using the pubs or pubs2 database. In many cases, this is a task that saves you from having to send large amounts of data to Technical Support.
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