Kbase 8491: AS/400 Top Questions for Progress/400
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
10/15/2008 |
|
Status: Verified
GOAL:
Top questions to ask when working with Progress/400
GOAL:
How to log Progress/400 call information
GOAL:
What questions should be asked a AS/400 customer to help triage a call?
GOAL:
What qustions to ask before transferring to COE-AS400
FACT(s) (Environment):
Progress AS/400 DataServer
IBM AS/400
FIX:
Please answer as many of the following questions as you can and be prepared to provide this information to Technical Support:
1) What are the symptoms or condition that is being experienced?
Please provide the error(s) or result.
2) Is the client reporting the error or is it the AS/400?
3) What error message are you receiving?
4) What is the operation that causes the symptom or condition?
5) What is the environment?
- AS/400 operating system version
(Use DSPDTAARA QSS1MR1)
- PTF Level
(Use DSPPTF to display PTF's on machine.
V4 use this command:
DSPPTF LICPGM(5769SS1)
DSPPTF LICPGM(5769999)
V5:
DSPPTF LICPGM(5722SS1)
DSPPTF LICPGM(5722999)
)
- Progress/400 versions
(Use DSPPFM FILE(<name of Progress install library>/VERSION)
- What is PROSET Values and have they been changed from defaults
(Use DSPPFM FILE(<name of Progress install library>/PROSET))
- Client environment
- Progress version
- Network Type
- Location of Schema holder
6) When did the problem surface?
7) Has this happened before?
8) What has changed in the environment?
9) Can the problem be reproduced? If so, please provide details
to reproduce it.
10) What appears in the AS/400 job log for this particular job?
(Use the WRKACTJOB or DSPJOBLOG commands on the
AS/400.)
11) What is the impact of this problem on the business?
Check Product Availability Guide to make sure you are running on supported platform. Verify that the Progress/400 version is supported on your OS400 version by referring to solution:
15290 "AS/400: Versions, releases and protocols supported"