What are the exact version numbers of the operating system and products installed?
Have any patches been applied? If so, specify product and operating system patch numbers.
How is the system configured?
What system resources does the system have (memory, disk, swap space, and so on)?
How many application servers, web servers, and directory servers are installed?
How is the web server connected to Enterprise Server? On the same machine or not?
How is the Enterprise Server connected to the directory server?
Are application servers in a cluster or not?
Was any upgrade done? If so, what were source and target versions?
Was a migration done? If so, what were source and target versions?
Have any new applications been deployed?
Is SSL enabled or not?
What versions of the HADB and the backend database are being used?
What JDBC driver is being used to access the database?
What JDK version is being used?
What are the JVM heap, stack, and garbage collection-related parameters set to?
What are the JVM options?
What third-party technologies are being used in the installation?
Are the interoperating component versions in compliance with the compatibility matrix specified in the release notes?
After gathering this information:
Collect web server error and access log data (web server instance-specific).
Collect any Enterprise Server stack traces. Note that a fresh set of logs associated with the specific problem should be run. This avoids scanning gigabytes of irrelevant log information.
Determine the sequence of events that occurred when the problem first appeared, including any steps that may already have been taken to resolve the problem.