Abstract

Before you report a problem to StarQuest Customer Support, review the StarQuest Customer Support knowledge base because it may have the answer you need. There are many technical documents that address common problems and provide helpful suggestions and sample code.

Before contacting StarQuest Customer Support, collect as much information as you can about the problem. By sending in a complete problem description, you can help expedite finding a solution to your problem.

This article describes how to find the information you need to report a StarSQL for Java problem and a few additional steps that you can do to help the Customer Support staff better serve your requests.

Solution

Step 1: Locate the StarSQL for Java Version.

To obtain the StarSQL for Java version, run the ShowVerson sample application.

On Windows:

• From the StarSQL for Java Program Group (Start, Programs, StarSQL for Java, Samples), run the ShowVersion sample application.

On Mac OS or UNIX/Linux (requires a GUI environment):

• In a command window, run the runapp.sh shell script passing in the ShowVersion application name. For example:

$STARSQL_JAVA/samples/runapp.sh ShowVersion

Highlight and copy all of the output in the ShowVersion dialog. Save this information in a text document or in the body of the email message that will be sent to StarQuest Customer Support. 

Step 2: Gather StarSQL for Java Data Source or Connection URL Configuration Information.

• If using data sources, record each data source parameter and its value. Alternatively, provide screen shots of the complete data source configuration as it appears in the application. 
• If using a connection URL, copy the complete URL and save it in a text document or in the body of the email message that will be sent to StarQuest Customer Support.

Step 3: Record Environment Configuration.

The environment configuration information will help us to understand how StarSQL for Java is used in your environment. The configuration is divided into three layers: client, network, and host.

1. For the client, collect the following information:

• Operating system (e.g., Windows XP/Vista, Windows Server 2003/2008, Mac OS X, z/OS, SUSE Linux Enterprise 10, Solaris 10) and the service pack level, if applicable.
• Java version. Run the java -version command from a command prompt to locate the version.
• The application and version that you are using with StarSQL for Java (e.g., IBM Websphere Application Server v. 6.1, JBoss Application Server v. 4).

2. For the network, note the following information:

• The network protocol used with your StarSQL for Java data source. In most cases, it will be TCP/IP. If connecting through a StarPipes gateway to a Host Integration or SNA Server, please note the StarPipes version as well as the Host Integration/SNA Server version and service pack level.

3. For the DB2 host, record the DB2 software version and the operating system and its version. The most common choices are:

• DB2 for OS/390 and z/OS v7 or v8
• i5/OS V5R3 or V5R4
• DB2 Universal Database for Linux, UNIX and Windows v8 or v9 (include fix pack level)

Step 4: Describe Symptoms of Problem and Reproduction Scenario.

When you describe the problem, keep in mind the following questions:

• Is this a new problem? If yes, what has changed recently?
• Can this problem be reproduced? If so, what is the reproduction scenario?
• What are the symptoms of the problem? Is it an empty result set when data is expected, an unexpected error message, a crash in the application, or is the application not responding? If there is an error message, write it down exactly as it appears or capture a screen shot of it.
• If you are experiencing an error related to StarSQL for Java licensing, please provide the type of license being used (e.g., node-locked client license or StarLicense server license).

Step 5: Collect Traces.

Trace data can greatly expedite the problem resolution process.  There are two types of trace data that can be captured, API activity and DRDA exchanges. We request that you provide both types of trace data. 

• To capture StarSQL for Java API activity, please follow the instructions in the technical document Logging StarSQL for Java Activity.
• To record DRDA activity, set the drdaTrace parameter to true in the data source or connection URL. The DRDA trace(s) will be saved in the application's working directory and will have the extension .sqd.   

Step 6: Contact StarQuest Customer Support.

To open a problem report with StarQuest Customer Support, send an email to contact@starquest.com that includes the following information:

• Company/Organization
• Your name, email address, and contact phone number
• All information gathered in Steps 1 - 5.  Any attachments, such as traces or data source configuration files, should be compressed into a single archive file (e.g., .zip file) before sending.

DISCLAIMER

The information in technical documents comes without any warranty. The author(s) or distributor(s) will not accept responsibility for any damage incurred directly or indirectly through use of the information contained in these documents. The information in technical documents may be gathered from various sources, including IBM, Microsoft, and other organizations.