Before You Contact Technical Support

Our goal is to solve your problems as soon as possible. Before you contact Vitria Customer Support, please take a few minutes to gather the information you will need to give the Customer Engineer who takes your call. If you don't have the information, the resolution of your problem might be delayed.

Describing the Problem

Make some notes about the problem you are having. If possible, note the sequence of events leading up to the problem. Here are some questions to get you started:

1. Which product were you using?
2. Which platform and OS version were you running?
3. What were you trying to accomplish?
4. What did you do?
5. What commands did you enter? Provide exact syntax if possible.
6. What did you expect to happen?
7. What happened instead? Please provide exact syntax.
8. If your screen displayed any error messages, what were they? Note the error number first, then the error text.
9. Have any of the machines been rebooted?
10. Have any of the BusinessWare instances been restarted?
11. Have any of the external systems been cycled?
12. How long had the system been running before the error occurred?
13. What is the CPU and memory utilization?
14. Have any patches or changes been applied to the system?
• Operating System Patches
• Vitria BusinessWare Patches
• Application Changes
• Changes to the external systems accessed by the application
15. If changes have been made to the system:
• Did the system work before the change or was the change made to correct a problem?
• What problems was the patch or change attempting to fix?
16. Collect all appropriate files to help diagnose the problem.
• BusinessWare and Channel Server log files for the instance with the problem. If backup logs are available include them. If the problem involves multiple servers please send the logs for all servers.
• Automator and or Connector Logs, depending on which piece of the application is encountering errors.
• If the problem was caused by a change to an Automator or Connection Model, please include:
• Exported Models
• Any IDL used by the Models
• All code used by the Models. If possible include java files and compiled java class files
• If the problem was caused by a change to the Automator Server Configuration, include the exported server configuration.
17. What have you tried to do to correct or understand this problem?
18. Which manuals did you consult? Titles, publication dates, versions, and page numbers are important.
19. Is this a production related problem?

Sending the above information to support@vitria.com before you call will help expedite the resolution of your problem.