Information to Provide Support When Filing a Service Request

Review this list of information to provide support when filing a service request.

Note: Diagnostics data, especially trace files, often contains sensitive information. Protect it accordingly and only gather and send the information that’s required.

• Oracle DBSecCentral version, including any installed bundle patches

• If virtualization is being used? If so, which one?

• How much physical memory is available to Audit Vault Server and Database Firewall appliances?

• How much disk space was available with the initial installation?

• Did you add any SAN storage and in that case how much disk space?

• Provide any relevant details about the brand and model of the hardware being used. This is relevant if you have specific issues relating to booting from the installation media.

• Host OS for the secured target database and version, this is relevant for checking agent compatibility issues.

• Brand of the secured target database, such as Oracle, MySQL, SQL Server, etc.

• Version of the secured target database, including PSU and other one-off patches.

• Upload the alert.log file of the secured target database.

• From any Oracle secured target database provide the output of:

  • show parameter audit

  • opatch lsinventory -patch -detail

  • If unified auditing was configured (for some versions of Oracle database only)

  • Audit Trail type that is being configured and all relevant attributes

• Detailed diagnostic information for Audit Vault Server, see Downloading Detailed Diagnostics Reports for Oracle Audit Vault Server

• If requested by Oracle Support, diagnostic information from Oracle Trace File Analyzer. See Using Oracle Trace File Analyzer (TFA).

• Information about Database Firewall:

  • Detailed diagnostic info for Database Firewall, see Viewing the Status and Diagnostics Report for Database Firewall

  • How many Network Interface Cards are installed in the database firewall appliance?

  • Is the enforcement point using default password enumeration (DPE) or database activity monitoring (DAM)? If so is it bridge, span, or proxy?

  • Do you use VLAN tagging? There are restrictions for support of VLANs.

• For installation issues, diagnostic files related to the installation. See Collecting Logs to Debug Installation Failures.

Before contacting support, the Audit Trail Transaction Log should follow these guidelines:

• The user setup script must be run with the argument REDO_COLL

• The secured target database must be configured with ARCHIVELOG

• The streams recommended patches must be applied to the secured target db: Streams Recommended Patches (Doc ID 437838.1)

• global_name must be fully qualified (select global_name from global_name;)

• Parameter global_names = true is recommended

• If errors happen on capture or apply side please check respective alert.logfiles as you would do with any Streams related issue (av log will show only limited information for this audit trail type)

Related Topics

• Configure and Download the Diagnostics Report File