Java Troubleshooting Guide for HP-UX Systems

3 Getting Help from Hewlett-Packard
Sometimes you need help troubleshooting your Java application problems. Before opening a
support call, search for information that might help you by referring to the Go Java! website:
http://www.hp.com/go/Java
This site contains much information about Java, including known issues, release notes, patches,
downloads, documentation, and more. If you still need troubleshooting help after looking at this
website and you have a support contract with Hewlett-Packard (HP), follow the instructions
outlined in this chapter to collect the necessary information before opening a support call.
3.1 Problem Report Checklist
At a minimum, please collect and provide the following information:
• What is the Java version?
• Is the hardware platform PA-RISC or Itanium®?
• What is the HP-UX version?
• Provide a brief description of the problem (for example, abort, hang, performance).
• Is the problem consistent or intermittent?
• How much effort does it take to duplicate the problem?
• Does the problem occur on a test or production machine?
However, providing more information when you initiate your support call reduces the time it
takes for support engineers to start working on your problem. For the most efficient response
from HP support, use the following checklist to collect information before you request support.
NOTE: More details about collecting problem data, system data, and Java environment data
can be found in the sections following this checklist.
1. Problem Description
a. Did this Java application ever work?
b. What is the problem (abort, hang, performance, and so on)?
c. What messages are written to stdout or stderr relating to the problem?
d. Does the problem occur every time the application is run or is it intermittent?
e. What are the application details? Include the following:
• Name of the application
• What the application does
• The command line and options used to start the application
• Description of the expected behavior
• Description of the actual behavior
• The application stack that you are running—for example, the Web server name or
the application server name
f. How do you reproduce the problem? If possible, provide source code and step-by-step
instructions.
g. Do you have a workaround for the problem? If so, describe it.
2. Problem Data (refer to Section 3.2 for details)
a. Core file, best collected with the gdb packcore command
b. Fatal error log (hs_err_pid<pid>.log)
c. Stack trace
3. System Information (refer to Section 3.3 for details)
3.1 Problem Report Checklist 57