Chapter 1 Introduction

This technical note describes how to collect data that the Sun Support Center requires in order to debug problems with a Sun Java^TM System Application Server system. By collecting this data before you open a Service Request, you can reduce substantially the time needed to analyze and resolve the problem. For more information on how this document and associated scripts can help you in better dealing with Application Server problems, see:

http://www.sun.com/service/gdd/index.xml

This document is intended for anyone who needs to open a Service Request about Application Server with the Sun Support Center.

This chapter contains the following sections:

• 1.1 Technical Note Revision History

• 1.2 About This Technical Note

• 1.3 Overview of Collecting Debug Data for Application Server

• 1.4 Creating a Service Request with the Sun Support Center

• 1.5 Reporting Problems

• 1.6 Accessing Sun Resources Online

After reading this chapter, proceed to Chapter 2, Gathering Debug Data.

1.1 Technical Note Revision History

1.2 About This Technical Note

This document covers the following versions of Sun Java System Application Serveron the Solaris^TM Operating System, HP-UX, Linux, and Microsoft Windows platforms:

• Sun Java System Application Server 9.1

• Sun Java System Application Server 9.0

• Sun Java System Application Server 8.2

• Sun Java System Application Server 8.1

You can use this document in all types of environments, including test, pre-production, and production. Verbose debugging is not used (to reduce performance impact), except when it is deemed necessary. At the same time, it is possible that the problem could disappear when you configure logging for debug mode. However, this is the minimum to understand the problem. In the majority of cases, the debug data described in this document is sufficient to analyze the problem.

This document does not provide workarounds, techniques, or tools to analyze debug data. It provides some troubleshooting, but you should not use this guide as an approach to troubleshooting Application Server problems.

If your problem does not conveniently fit into any of the specific categories, supply the general information described in 2.1 What Application Server Debug Data Should You Collect? and clearly explain your problem.

If the information you initially provide is not sufficient to find the root cause of the problem, Sun will ask for more details, as needed.

1.2.1 Prerequisites for Collecting Application Server Debug Data

The prerequisites for collecting debug data for Application Server are as follows:

• Make sure you have superuser privileges.

• For the Solaris OS platform, obtain the appserver_8_dbhang and pkg_app scripts from the following location:

  http://www.sun.com/bigadmin/scripts/indexSjs.html

• On the Windows platform, download the free Debugging Tools for Windows to help in analyzing process hang problems. The debugger Dr. Watson is not useful for process hang problems because it cannot generate a crash dump on a running process. Download the free Debugging Tools from the following location:

  http://www.microsoft.com/whdc/devtools/debugging/default.mspx

  Install the last version of Debugging Tools and the OS Symbols for your version of Windows. Also, you must add the environment variable NT_SYMBOL_PATH.

  Use the command drwtsn32 -i to select Dr. Watson as the default debugger. Use the command drwtsn32, check all options, and choose the path for crash dumps.

1.2.2 Variables Used in This Technical Note

The following describes the variables used in the procedures in this document. Gather the values of the variables if you don't already know them before you try to do the procedures.

• appserv-pid: Process ID of a Application Server daemon.

• windbg-root: The directory on the Windows Application Server machine dedicated to holding the WinDebugger program, and configuration, maintenance, and information files.

• server-root: The directory on the Application Server machine dedicated to holding the server program, configuration, maintenance, and information files. The default location for the Solaris OS version of the Sun Java System Application Server is /opt/SUNWappserver. See To Obtain the server-root Variable for instructions on determining the server-root.

To Obtain the server-root Variable

Use one of the following commands to obtain the value of the server-root variable for Application Server.

Solaris

pkgparam —v SUNWappserver

Linux

rpm -q --qf '%{INSTALLPREFIX}' sun-application-server

Windows

Look in the C:\windows\system32\appservregistry.inf file.

1.3 Overview of Collecting Debug Data for Application Server

Collecting debug data for a Application Server problem involves these basic operations:

1. Collecting basic problem and system information.

2. Collecting specific problem information (installation problem, process hang, process crash, and so on).

3. Creating a tar.gz or zip file of all the information and uploading it for the Sun Support Center.

4. Creating a Service Request with the Sun Support Center.

1.4 Creating a Service Request with the Sun Support Center

When you create a Service Request with the Sun Support Center, either online or by phone, provide the following information:

• A clear problem description

• Details of the state of the system, both before and after the problem started

• Impact on end users

• All recent software and hardware changes

• Any actions already attempted

• Whether the problem is reproducible; when reproducible, provide the detailed test case

• Whether a pre-production or test environment is available

• Name and location of the archive file containing the debug data

Upload your debug data archive file to one of the following locations:

• http://supportfiles.sun.com/upload

• https://supportfiles.sun.com/upload

For more information on how to upload files to this site, see: http://supportfiles.sun.com/show?target=faq

When opening a Service Request by phone with the Dispatch Team, provide a summary of the problem, then give the details in a text file named Description.txt. Be sure to include Description.txt in the archive along with the rest of your debug data.

1.5 Reporting Problems

Use the following email aliases to report problems with this document and its associated scripts:

• To provide feedback: mailto:gdd-feedback@sun.com

• To report problems: mailto:gdd-issue-tracker@sun.com

1.6 Accessing Sun Resources Online

The docs.sun.com web site enables you to access Sun technical documentation online. You can browse the docs.sun.com archive or search for a specific book title or subject. Books are available as online files in PDF and HTML formats. Both formats are readable by assistive technologies for users with disabilities.

To access the following Sun resources, go to http://www.sun.com:

• Downloads of Sun products

• Services and solutions

• Support (including patches and updates)

• Training

• Research

• Communities (for example, Sun Developer Network)

1.7 Third-Party Web Site References

Third-party URLs are referenced in this document and provide additional, related information.

Sun is not responsible for the availability of third-party web sites mentioned in this document. Sun does not endorse and is not responsible or liable for any content, advertising, products, or other materials that are available on or through such sites or resources. Sun will not be responsible or liable for any actual or alleged damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods, or services that are available on or through such sites or resources.

1.8 Sun Welcomes Your Comments

Sun is interested in improving its documentation and welcomes your comments and suggestions. To share your comments, go to http://docs.sun.com and click Send Comments. In the online form, provide the full document title and part number. The part number is a 7-digit or 9-digit number that can be found on the book's title page or in the document's URL. For example, the part number of this book is XXX-XXXX-XX.