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 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.