B
Contacting Oracle Support Services

This appendix discusses the following topics:

Topic	Reference
Reporting a Problem	Section B.1
Finding Your Version Information	Section B.2
Tracing Oracle Real Application Clusters Guard Problems	Section B.3

B.1 Reporting a Problem

Some messages recommend calling Oracle Corporation to report a problem. When you call your Oracle Support representative, have the following information available:

• The hardware, operating system, and release number of the operating system on which the Oracle software is running

• The complete release number of the Oracle and other product software (for example, Oracle Real Application Clusters Guard release 9.0.1)

• All Oracle programs (with release numbers) in use when the error occurred (for example, Oracle Net release 9.0.1)

• If you encountered one or more error codes or messages, the exact code numbers and message texts, in the order that they were displayed

• The problem severity, according to the following codes:
  1 = Program not usable. Critical impact on operations.
  2 = Program usable. Operations severely restricted.
  3 = Program usable with limited functions. Not critical to overall operations.
  4 = Program circumvented by customer. Minimal effect, if any, on operations.

• Your personal and company information:
  • Name

  • Company name

  • Company Oracle Support ID Number

  • Phone number

• In some cases, Oracle Support Services will request a trace file.

  See Section B.3 for information about using the trace function to log error output to a file.

B.2 Finding Your Version Information

You can find the version of software that you are running in the Oracle Real Application Clusters Guard Manager Help menu. Choose:

Help -> About Oracle Real Application Clusters Guard Manager

B.3 Tracing Oracle Real Application Clusters Guard Problems

Tracing is available to help you track, report, and examine errors that you receive in Oracle Real Application Clusters Guard by dumping information about the errors to a log file.

You enable tracing on a per-node basis. Follow these steps to enable tracing and set tracing flags on the cluster server nodes:

1. Run the Windows registry editor.

2. Select the following from the Registry tree:

   HKEY_LOCAL_MACHINE -> SOFTWARE -> ORACLE -> FailSafe -> Tracing

3. From the Registry Editor menu bar, select Edit, then Add Value to open the Add String dialog box.

4. In the Value Name field, enter an Oracle Real Application Clusters Guard Server value from Table B-1.

5. In the Data Type field, enter REG_SZ.

6. Click OK to open the String Editor dialog box.

7. In the String field, enter one or more of the Oracle Real Application Clusters Guard Server strings shown in Table B-1. Separate multiple entries with commas.

8. Repeat steps 3 through 7 to set additional Oracle Real Application Clusters Guard Server trace flags.

9. Using the MSCS Cluster Administrator, shut down Oracle Real Application Clusters Guard Server.

10. In the Windows control panel, select Services and stop the Oracle Real Application Clusters Guard Server on each cluster node.

11. Using the MSCS Cluster Administrator, restart the Oracle Real Application Clusters Guard Server to begin tracing.

Repeat these steps on each cluster node to ensure that tracing is enabled across the cluster.

Table B-1  Trace Flags for Cluster Server Nodes

Value	String	Description
FSR_TRACE_OUTPUT	A path and file name	Specifies the path and file name for the file to which you want tracing information about the Oracle Real Application Clusters Guard resource DLL to be written. For example: C:\fsr_ trace.log
FSS_TRACE_OUTPUT	A path and file name	Specifies the path and file name for the file to which you want tracing information about Oracle Services for MSCS to be written. For example: C:\fss_trace.log
FSS_TRACE_FLAGS	CLUSTER_MGR	Logs information about calls made to the cluster management software.
	COMMON	Logs information about tasks that are common to all Oracle Real Application Clusters Guard operations.
	CONF_OPS	Logs information about the Configure Oracle Real Application Clusters Database operation.
	GR_VERIFY	Logs information about the Verify Group operation.
	HOME	Logs information about processing with respect to Oracle homes, for example, determining the home to which the database belongs.
	LOCAL_TRACE	Specifies that trace output for a given cluster node be written to the FSS_TRACE_OUTPUT file on that node. If this flag is not specified, then trace output for all cluster nodes is written to the FSS_TRACE_OUTPUT file on the node where Oracle Services for MSCS is running (the node where the Cluster Group resides).
	MONITOR	Logs information about processing done by the monitor component of Oracle Real Application Clusters Guard.
	OPSINST_RES	Logs information when the Oracle Real Application Clusters Guard resource DLL for Oracle Real Application Clusters accesses a database instance.
	SQLNET	Generates detailed internal information related to the Oracle Net configuration done by Oracle Real Application Clusters Guard. Information is logged whenever an operation is performed that requires a change to the Oracle Net configuration.
	UNCONF_DB	Logs information about the Unconfigure Oracle Real Application Clusters Database operation.
	VERIFY_CLUSTER	Logs information about the Verify Cluster operation.
	VERIFY_OPS	Logs information about the Verify Oracle Real Application Clusters Database operation.