What You Need Before Contacting Technical Support

Before contacting technical support, gather as much information as possible and have the following information available.

Windows Installations

Save any relevant errors in each of the following logs:

• errlog.log
• iiacp.log
• iircp.log

Have the following information available:

• Your contact ID.
• Your exact Ingres release.
• Your exact operating system release. Obtain this with the VER command.
• The current Ingres installation environment. Use the following command at the operating system prompt:

  ingprenv > filename

• The current user environment. Use the following command at the operating system prompt:

  SET > filename

• A clear description of what you are trying to do.
• An indication of whether the failure occurs reproducibly.

UNIX Installations

Save any relevant errors in each of the following logs:

• errlog.log
• iiacp.log
• iircp.log

Note: If your system is configured for Ingres Cluster Solution, separate iiacp.log and iircp.log files will exist for each node with _nodename appended to the log names. All logs for all nodes must be checked for pertinent errors.

Have the following information available:

• Your Contact ID.
• Your exact Ingres release. Obtain this with the following command at the operating system prompt:

  cat $II_SYSTEM/ingres/version.rel

• Your exact operating system release. Obtain this with the following command at the operating system prompt:

  uname -a

  Or:

  cat /etc/motd

• The current Ingres installation environment. Use the following command at the operating system prompt:

  ingprenv > filename

• The current user environment. Use the command:

  BSD:

  printenv > filename

  System V:

  env > filename

• A clear description of what you are trying to do
• An indication of whether the failure occurs reproducibly

VMS Installations

Have the following information available:

• Your Contact ID.
• Your exact Ingres release including any Ingres patches installed. The following header shows the release number in the format nn/nn:

  Ingres Alpha Version nn/nnnn (vax.vms/00)

• Your exact operating system release including any VMS patches installed.
• The current Ingres installation environment. To create a file type:

  define sys$output filename

  show logical II*

  show logical *ING*

  deassign sys$output

• If you have been unsuccessful in recovering an inconsistent database, it is important to save this additional diagnostic information.
  • For the transactions in the transaction log file, type logstat:
  • For the state of the database configuration file, type infodb dbname
  • For copies of the relevant error log files type:

    search ERRLOG.LOG date
    type IIRCP.LOG

where:

date is the date the database became inconsistent.

IIRCP.LOG_NODENAME for each node in the cluster, if configured for Ingres Cluster Solution.

After retrieving all the diagnostic information, type deassign sys$output.

• A clear description of what you are trying to do when the problem occurs. This includes commands, queries, and so on.
• An indication of whether the failure occurs reproducibly.
• Save the information in your error logs. Save any relevant errors in:
  • ERRLOG.LOG
  • IIACP.LOG (IIACP.LOG_NODENAME for each node in the cluster, if configured for Ingres Cluster Solution)
  • IIRCP.LOG_NODENAME for Ingres Cluster Solution
• Save DBMS server parameter settings:

  II_CONFIG:CONFIG.DAT

• A copy of any changes that have been made to II_config:config.dat.

  If the Configuration-By-Forms (cbf) utility is used to update the configuration file, a copy of all changes are written to II_CONFIG:CONFIG.LOG.

• Have Dial-In information available (if allowed).