How to Report Problems and Provide Feedback

If you have problems with Sun Java System Portal Server, contact Sun customer support using one of the following mechanisms:

• Sun Software Support services online at http://www.sun.com/service/sunone/software

  This site has links to the Knowledge Base, Online Support Center, and ProductTracker, as well as to maintenance programs and support contact numbers.

• The telephone dispatch number associated with your maintenance contract

So that we can best assist you in resolving problems, please have the following information available when you contact support:

• Description of the problem, including the situation where the problem occurs and its impact on your operation

• Machine type, operating system version, and product version, including any patches and other software that might be affecting the problem

• Detailed steps on the methods you have used to reproduce the problem

• Any error logs or core dumps

If you have problems with Sun Java System Portal Server, Mobile Access, please have the following information available when you contact support:

• Description of the problem, including the situation where the problem occurs and its impact on your operation

• Machine type, operating system version, and product version, including any patches and other software that might be affecting the problem

• Detailed steps on the methods you have used to reproduce the problem

• What patches (with patch numbers) are installed

• Whether the problem is seen on the phone, the emulator, or Mobile Access server

• Whether the problem is specific to any particular type of device (for example, Sony Ericsson P800 or Nokia 3650)

• Whether problem occurred on default installation of Mobile Access software (if applicable)

• When the problem was first seen

• Whether the problem occurs all the time or randomly

• What changes, if any, were made just before the problem started

• How many users are affected by the problem

• The number instances of Mobile Access software and how they are linked to Portal Server software and Access Manager software

• The number of machines and how they are set up with regard to Mobile Access software

• What error messages or exceptions are reported in the log files under /var/opt/SUNWportal/logs , /var/opt/SUNWportal/portals/<portalid>/logs, /var/opt/SUNWam/debug

• What error messages are reported in the information window for emulators

• What the web server port is where Mobile Access is installed

If your problems seem to be associated with a client, please have the following information available:

• What client types are new

• What default client type settings have changed and how

• What errors or exceptions are reported in the /var/opt/SUNWam/debug/render.debug file or the /var/opt/SUNWam/debug/MAPFilterConfig file

• What exceptions are reported in the tag libs log file /var/opt/SUNWam/debug/mapJsp

Sun Welcomes Your Comments

Sun is interested in improving its documentation and welcomes your comments and suggestions. Use the web-based form to provide feedback to Sun:

http://www.sun.com/hwdocs/feedback

Please provide the full document title and part number in the appropriate fields. The part number is a seven-digit or nine-digit number that can be found on the title page of the book or at the top of the document. For example, the part number of these Release Notes document is 819-2347.