16.4 Contacting Oracle for Support

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

Before Contacting Oracle Support

Before contacting Oracle Support, do the following:

Try all the appropriate diagnostics and troubleshooting guidelines described in this document Oracle Traffic Director Administrator's Guide).
Check whether the problem you are facing, or a similar problem, has been discussed in the OTN Discussion Forums 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 Traffic Director users on the forum might respond to your question.
To the extent possible, document the sequence of actions you performed just before the problem occurred.
Where possible, 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.

Information You Should Provide to Oracle Support

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

The release number of Oracle Traffic Director.

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

> $ORACLE_HOME/bin/tadm --version
Oracle Traffic Director 11.1.1.7.0 Administration Command Line B01/14/2013 09:08

A brief description of the problem, including the actions you performed just before the problem occurred.
If you need support with using the administration interfaces, the name of the command-line subcommand or the title of the administration-console screen for which you require help.
Zip file containing the configuration files for the configuration in which you encountered the error.
```
INSTANCE_HOME/admin-server/config-store/config_name/current.zip
```
Zip file containing the configuration files for the last error-free configuration.
```
INSTANCE_HOME/admin-server/config-store/config_name/backup/date_time.zip
```
The latest server and access log files.

Note:

When you send files 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.