Technical Support

Each Sybase installation that has purchased a support contract has one or more designated people who are authorized to contact Sybase Technical Support. If you have any questions about this installation or if you need assistance during the installation process, ask the designated person to contact Sybase Technical Support or the Sybase subsidiary in your area.

Technical Support needs information about your environment in order to resolve your problem. Before contacting Technical Support, run the getiqinfo script to collect as much information as possible automatically. You may also need to collection some information manually. Providing this information helps expedite the resolution of your problem.

In the following list, * indicates items collected by getiqinfo.

• Type of hardware, amount of memory, number of CPUs*

• Operating system and version (for example, Sun Solaris 2.9)*

• Operating system patch level*

• Front end tool used (for example, Brio Query)

• Connectivity protocol used (for example, ODBC, JDBC, TDS)

• Open Client version

• Configuration type (single user or multiuser)

• Message log file (very important)*

  Named dbname.iqmsg, located by default in the directory where you started the database server

• Stack trace file for the date and time this problem occurred

  Named stktrc-YYYYMMDD-HHMMSS_#.iq, located in the directory where you started the database server*

• Command or query that produced the error

• Query plan * (recorded in .iqmsg file)

  The query plan is collected automatically by getiqinfo. If you collect information manually you must enter the following commands and then rerun the command that produced the error

  SET TEMPORARY OPTION Query_Plan = 'ON'
  

  SET TEMPORARY OPTION Query_Detail = 'ON'
  

  The plan will be in the message log file.

  If you have performance problems, set the following option:

  SET TEMPORARY OPTION Query_Plan_After_Run = 'ON'
  

  This enables Technical Support to see which steps query processing steps used the time.

• Server logs

  • For UNIX and Linux, ASIQ-12_6/logfiles/<servername>.00n.stderr and ASIQ-12_6/logfiles/<servername>.00n.srvlog*

  • On Windows platforms, ASIQ-12_6\logfiles\<servername>.00n.srvlog*

• start-up and connection option settings, from the configuration file (by default, dbname.cfg)*

• Database option settings and output from sa_conn_properties* (if the server is still running)

• Schema and indexes for the database

• Output from sp_iqstatus and sp_iqcheckdb

• On multiplex databases, you must execute getiqinfo on the write server and/or query servers, and the following information is also collected:

  • servername.out on query servers

  • write_server_name/repDirs/logfiles/servername.dbrlog

A checklist for recording this information for Technical Support is provided at the end of this release bulletin.

For more information on getiqinfo, see “Collecting diagnostic information using getiqinfo” in Sybase IQ Troubleshooting and Error Messages Guide.