Technical Support

Each Sybase installation that has purchased a support contract has one or more designated people who are authorized to contact Sybase Technical Support. If you cannot resolve a problem using the manuals or online help, please have the designated person contact Sybase Technical Support or the Sybase subsidiary in your area.

Technical Support needs information about your environment to resolve your problem. Before contacting Technical Support, run the getiqinfo script to automatically collect as much information as possible. You may also need to manually collect some information.

In this list, * indicates items collected by getiqinfo:

• Sybase IQ version (for example, 15.2 GA or ESD level)

• Type of hardware, amount of memory, number of CPUs*

• Operating system and version (for example, Sun Solaris 10 (x64))*

• Operating system patch level

• Front-end tool used (for example, Business Objects Crystal Reports)

• Connectivity protocol used (for example, ODBC, JDBC, Tabular Data Stream™ (TDS))

• Open Client version

• Configuration type (single user or multiuser)

• (Important) Message log file* – by default, named dbname.iqmsg and located in the directory where you started the database server.

• Stack trace file for the date and time the problem occurred (if applicable), by default named stktrc-YYYYMMDD-HHMMSS_#.iq and located in the directory where you started the database server.*

• Command or query that produced the error

• Query plan* (recorded in .iqmsg file)

  The query plan is collected automatically by getiqinfo. If you manually collect information, enter these commands, then re-run the command that produced the error:

  SET TEMPORARY OPTION Query_Plan = 'ON'
  

  SET TEMPORARY OPTION Query_Detail = 'ON'
  

  SET TEMPORARY OPTION Query_Plan_As_Html= 'ON'
  

  SET TEMPORARY OPTION Query_Plan_As_Html_Directory=
  'ON'
  

  The plan is in the message log file.

  If you have performance problems, set this database option:

  SET TEMPORARY OPTION Query_Plan_After_Run = 'ON'
  

  This enables Technical Support to see which steps in the query processing used the time.

• Server logs

  • For UNIX and Linux: IQ-15_2/logfiles/<servername>.nnnn.stderr and IQ-15_2/logfiles/<servername>.nnnn.srvlog*

  • On Windows platforms: %ALLUSERSPROFILE%SybaseIQ\logfiles\ <servername>.nnnn.srvlog*

    For example, on Windows 2003 the server log files are located in C:\Documents and Settings\All Users\SybaseIQ\logfiles and on Windows 2008 the server log files are located in C:\ProgramData\SybaseIQ\logfiles

• Startup and connection option settings, from the configuration file (by default, dbname.cfg)*

• Database option settings and output from sa_conn_properties* (if the server is still running)

• Schema and indexes for the database

• Output from sp_iqstatus and sp_iqcheckdb

• On multiplex databases, execute getiqinfo on each node (coordinator and secondary nodes)

• Screen snapshot of the problem, if possible

A checklist for recording this information for Technical Support is provided at the end of this release bulletin.

See System Administration Guide: Volume 1 > Troubleshooting Hints > Reporting problems to Technical Support > Collecting diagnostic information using getiqinfo.