7.3 Contacting Oracle for Help

If you have a service agreement with Oracle, you can contact Oracle Support (http://support.oracle.com) for help with Oracle JRockit Virtual Edition problems.

Steps to be Taken Before Contacting Oracle Support

Before contacting Oracle Support, do the following:

• Try all the appropriate diagnostics and troubleshooting guidelines described in this document (Oracle Fusion Middleware User's Guide for Oracle JRockit Virtual Edition).

• Check whether the problem (or a similar problem) has been discussed in the Oracle JRockit Virtual Edition forum at http://forums.oracle.com/.

  If the information available on the forum is not sufficient to help you solve the problem, post a question on the forum. Other Oracle JRockit Virtual Edition users on the forum might respond to your question.

• Document the environment and the actions performed just before you encountered the problem.

• Where applicable, try to restore the original state of the system and reproduce the problem using the documented steps. This helps to determine whether the problem is reproducible or an intermittent issue.

• If the issue can be reproduced, try to narrow down the steps for reproducing the problem. Problems that can be reproduced by small test cases are typically easier to diagnose when compared with large test cases.

  Narrowing down the steps for reproducing problems enables Oracle Support to provide solutions for potential problems faster.

Note:

When you send files (.dump, .core, and so on) to Oracle Support, remember to provide the MD5 checksum value for each file, so that Oracle Support personnel can verify the integrity of the files before using them for troubleshooting the problem.

Information to be Provided When Contacting Oracle Support

When you contact Oracle for support, provide the following information.

• A brief description of the problem

• The release number of Oracle JRockit Virtual Edition

  To find out the release number, run the following command:

  java -jar jrockitve-imagetool.jar -v [vm_cfg]
  

  In this command, vm_cfg is the path and name of the virtual machine configuration file (vm.cfg).

• For problems with the Image Tool, provide the following information:

  • The name of the command-line option for which you need help

  • Debug log for the command

    You can generate debug log messages for the Image Tool option for which you need help from Oracle, by running the following command:

    java -jar jrockitve-imagetool.jar option --log verbose
    

    option is the Image Tool option (-c, -f, and so on) for which you want to view verbose messages.

    This command displays detailed messages on the screen. Copy the log messages that are displayed on the screen to a text file.

• For run-time problems, provide the following:

  • Virtual machine log file

    For information about finding, viewing, and extracting the virtual machine log file, see Section 7.2.7, "Viewing the Virtual Machine Log File."

  • Thread dump

    For information about creating thread dumps, see "How do I take thread dumps?"

  • Text crash file

    For more information about viewing crash files, see Section 7.2.5, "Using Crash Files."