9 Error Diagnosis and Reporting

9.1 Trace Files from the Access Manager

Trace files are emitted by the Access Manager according to parameters set on the CHGSQLDBG screen. To cause a trace file to be written, place a 1 on the line titled "Access Manager debugging control string." Members will be placed in the Access Manager trace file which is designated by the next two lines on the CHGSQLDBG screen. If you need to create a new trace file, then use the following command as a template:

CRTPF mylib/mytracefile RCDLEN(240) MAXMBRS(*NOMAX)

where mylib is any library and mytracefile is any file name you choose. Update the CHGSQLDBG panel when changing the name and/or library where the trace files are to be written. You should give enough authority to users of the Access Manager so that this file can be written.

Members written to the trace file will be named similarly to MBRnnnnnn where nnnnnn will start at 000001 for each Access Manager session. One can avoid the resetting of the Trace File member sequence numbers by using the following:

1. Turn on tracing through the CHGSQLDBG command.

2. Start an Access Manager session.

3. Check the QTEMP library for a User Space named ARDTRCSER.

4. Move this object to the Access Manager library.

5. Ensure that you give enough authority to Access Manager users so they can read and write this User Space.

9.2 Trace Files for Oracle Net

If so specified on the CHGSQLNET command, then Oracle Net trace files will be written to a file named instance/TRC where "instance" is the library of the Access Manager install. Members in this file will have names similar to CLNTnnnnnn, where the nnnnnn is the job number of the Access Manager job.

9.3 Contacting Oracle Support Services

To maximize the effectiveness of your queries, gather the following information before contacting Oracle Support Services:

• OS/400 release number

• Exact Access Manager release number (found in the JobLog)

• Exact Oracle Net release number (found in the JobLog)

• Oracle Database Server release number and platform

• You may be asked to supply a JobLog and trace files for problem diagnosis. See Section 9.5, "How to Provide Items for Problem Diagnosis" for information about how to provide these items.

9.4 Error categories

Use the following error categories to describe the error:

• Documentation Error

• Incorrect Output

• Oracle External Error

• Performance

• Missing Functionality

9.5 How to Provide Items for Problem Diagnosis

Here are some of the items that should be provided for problem diagnosis:

• A JobLog that may show the error. Even if it does not show the error explicitly, Support Services may be able to use the JobLog for problem determination and resolution. The Job Log should be provided as a member of a physical file that has a maximum record length of 133. Use the CPYSPLF command to copy a spooled JobLog to a physical file. Use a member name of JBLGkkkkk where kkkkkk us the Job Number.

• An Access Manager trace file. This should be provided as an actual physical file. If you want to provide the actual physical file used by the Access Manager, then specify which member contains the trace to be perused.

• An Oracle Net trace file. This should be provided as an actual physical file. If you want to provide the actual physical file, please tell us the job number of the job that had the problem.

• If the error occurs in STRSQL, then use PF13 and then option 2 to print a spooled copy of the session log. Use CPYSPLF to copy this spooled file to the same physical file to which the JobLog was copied. You should use a member named of STRSQLmmmm.

• If the error occurred in a user program, try to pare down the program to a point where the error still occurs. If possible, try to pare the program down to a point where "include" files are not needed. Provide a physical source file containing the source of the program; include the "include" files if they are needed to compile the program.

• Any other files that you feel would help Support Services diagnose the problem are appreciated. Add a note as to why these additional files are relevant.

• Include a README file which exactly specifies the problem. Tell us if the problem was not apparent on previous releases of the Access Manager. Tell us if the problem was not apparent when using previous versions of Oracle. We need to know the version numbers (all five fields as in 10.2.0.1.0). Tell us if the configuration of your AS/400 has recently changed. This includes changing the system name, and reconfiguration of TCP/IP addresses.

Package up all the files into a Save File. Support services will tell you where to FTP such a Save File. Remember to FTP the Save File in binary mode. Submission of files in PDF or MicroSoft Word format is strongly discouraged.