Kbase 12409: Answers to Have When Investigating UNIX Issues.
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
12/11/2008 |
|
Status: Verified
GOAL:
Customer answers required by Technical Support for troubleshooting UNIX-related Progress issues
FIX:
Answers to the following questions greatly speed efforts to resolve the issue you are reporting. Not all questions apply to all circumstances, but, by being prepared to answer any of these questions, you can help technical support provide the most timely
resolution of your call.
Essential for any Unix Issue:
- Your Progress Serial Number.
- The Progress Release that you are having the problem with.
- Operating System Release (output of uname -a or uname -X).
- Hardware Platform.
System Resource Issues should have at least the following:
- Progress startup parameters for both the broker process
(proserve) and client process (mpro, mbpro).
Where applicable, provide the startup parameters for
remote clients.
- Kernel tunables parameters.
In particular, the shared memory and semaphore parameters.
- Available memory and the size of the swap space.
- Database size, Before-Image size, disk space available.
- Is the database single or multi-volume ?
- Actual number of simultaneous users (local and remote).
System Errors SHOULD have the above information plus the following:
- Progress error code and the actual text of the error message.
- The contents of the Progress log file, unedited, from when the
last multi-user session begins. Obviously if the logfile
exceeds 5 pages, a shortened copy is acceptable.
- Error messages from the operating system and hardware log
files.
- Does the error cause the client to fail?
- Can the client be restarted?
- Does the error cause the server to "crash"?
- Can the server be restarted?
In multi user mode?
In single user mode?
- Does the system error produce a core file?
- Provide information on performing a core dump analysis and fax
the core analysis to technical support.
- Detail the events that caused the system error.
Provide as much information as possible.
- Is this the first occurrence of the error?
- If the error has occurred more than once, specify its
frequency.
- Is the error reproducible?
Against the demo database?
Against any database on the system?
- What has changed on the system?
Hardware?
Operating system versions?
Progress version?
Application code?
Database modification?
System load?
(The most trivial change is important.)
Database corruption errors should have the following information:
- Progress error code and actual text.
- The contents of the Progress log file, unedited, from when the
last multi-user session begins. If the file exceeds 5 pages, a
"shortened" copy is acceptable.
- Has a database scan been performed for data corruption?
- Has an attempt been made to rebuild the indexes for index
corruption?
- Have any hardware low level diagnostics been run?
- Has the customer an recent backup? Has it been tested?
Networking issues SHOULD have the following information:
- Progress error code and actual text.
- Contents of the Progress log file, unedited, from when the last
multi-user session begins. Obviously if the logfile exceeds 5
pages, a "shortened" copy is acceptable.
- Startup parameters for broker and remote clients.
- Fax technical support a copy of the following files:
/etc/services
/etc/hosts
/etc/protocols
- Is the Network Information System (NIS) installed on the
network?
- If so, have the NIS servers been updated with the host and
services information?
- Is it possible to RCP files over the network?
- Is it possible to telnet between systems?
- Has Progress ever successfully worked over the network?
- What network protocols have been. tested? TCP? TLI?
- Can the remote clients connect to manually spawned server?
Refer to the -m1 start up parameter in the System
Administration Guide for more information about manually
spawning servers..