Diagnostics Guide

     Previous  Next    Open TOC in new window  Open Index in new window  View as PDF - New Window  Get Adobe Reader - New Window
Content starts here

Submitting Problems to Oracle Support

Note: This chapter applies to customers who have a service level agreement with Oracle Systems that includes the Oracle JRockit JDK. If you do not have one of those agreements, you will not be able to open a case directly with Oracle. If you do have an agreement, you need to go through your normal channels to get in contact with your service agreement partner.

This chapter provides information on how which steps to take before submitting a trouble report. You will also find information on how to help Oracle improve the Oracle JRockit JVM and its performance. To get a quicker response to your problems, you must try all suitable diagnostics that are provided in this document and you must also provide Oracle with as much information about your problem as possible.

This chapter contains information on the following subjects


Check the Oracle JRockit JVM Forums First

Occasionally, you won’t be the only JRockit JVM user experiencing the specific problem. Oracle’s vast user community provides mutual support to other users through various Oracle JRockit JVM forums. You can post questions you might have about an issue to these forums and participate in discussions about how to best use the JRockit JVM. To find a list of Oracle JRockit JVM user forums, please see the Oracle JRockit News Group jrockit.developer.interest.general at Dev2Dev Oracle JRockit Newsgroups page:



Filing the Trouble Report

If you determine that you need to file a trouble report, this section discusses what you need to do before opening the case to ensure that you supply the support personnel assigned to you issue as complete picture of what is wrong as possible. The more information you can provide, the more quickly will the support staff be able to resolve your issue.

Trouble Reporting Process Overview

When you encounter a problem with the JRockit JVM and can’t resolve it using the information provided in JRockit JDK Tools, you need to collect the information indicated in the chapter of that section that best describes your problem and open a case with Oracle Support. If you have a service agreement with Oracle, the normal process is to contact your Front Line service provider, who will make the initial attempts to correct the problem. If the case cannot be solved by the Front Line staff, it is escalated to the Back Line staff, who will draw on their particular expertise to get your JVM running again. For serious problems, the issue will be handled by the Engineering staff (the JRockit JVM developers) which is located in Stockholm, Sweden (GMT + 1 hour and uses Daylight Savings Time).

Identify Your Problem Type

Is you JVM process crashing? Is it running slowly or returning unpredictable results? These are the kind of symptoms that indicate a problem with the JRockit JVM. Being able to identify what kind of problem you are experiencing will help you know what kind of information you need to include when you open the trouble report. The chapters in JRockit JDK Tools are organized by problem type, or “symptom,” and list the sort of information you need to include with a trouble report.

Verify That You’re Running a Supported Configuration

Before submitting a bug, verify that the environment where the problem arises is a supported configuration. Please see Oracle JRockit JDK Supported Configurations at:


You should also verify that you are running the latest service pack or patch levels for your respective operating system.

Verify the Problem has Not Been Fixed in a Subsequent Version of the JRockit JVM

When a new update of the JRockit JVM becomes available, it becomes the default and many problems with earlier versions might have been resolved. Therefore, you need to verify that the problem you’ve encountered doesn’t exist on the latest version. Please look for the latest download of the Oracle JRockit JVM at the following location:


The download site includes links to the relevant documentation for the release you are looking for. Please look at the release notes to find lists of the bug fixes in the release. If you suspect a bug, then you should, as an early step in the diagnosis, check the list of fixes that are available in the most recent update release. Sometimes it is not obvious if an issue is a duplicate of a bug that is already fixed, so where possible, you should test with the latest update release to see if the problem persists.

Collect Enough Information to Define Your Issue

In addition to testing with the latest update release, use the following guidelines to prepare for submitting a trouble report:

  Back to Top       Previous  Next