Recommended Data Collection for Convergence Issues
When contacting Sun Support to obtain assistance with a Convergence issue it is necessary to provide a detailed problem description and a minimum set of required data - directly below are some guidelines on these topics. It will also often be necessary to collect additional data which is more specific to the problem - recommendations for which will follow in later sections.
Problem description
The problem description should be as detailed as possible and should try to address all of the following points.
- problem symptoms
Include screenshot if applicable - always reproducible?
- reproducible with customizations disabled?
- browser or platform specific?
- component-specific? e.g. mail, calendar, etc
- specific to particular users, folders, messages, domains, languages, events, etc?
- when did the problem start?
- any changes that coincided with problem start (patches, config, load, etc)?
- how frequently is the issue seen?
If the problem is reproducible then a detailed step-by-step procedure to recreate the problem should be provided to Support such that if the issue can be reproduced within Sun then data can be collected internally without recourse to requesting additional troubleshooting data from customers.
Required data
In addition to the detailed problem description, the following items of data are required in order to help problem reproduction and/or troubleshooting.
- Convergence version information
/opt/sun/comms/iwc/sbin/iwcadmin -V
showrev -p - browser and platform versions in use
- Convergence configuration information
/opt/sun/comms/iwc/sbin/iwcadmin -l - Configuration files from (default location)
/var/opt/sun/comms/iwc/config/
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