Welcome to Sun Microsystems Software Support Wiki

This Wiki aims to assist Sun Customers with gathering the information & data required to log a support case with Sun Support for Sun's Software Products. The more relevant information & data gathered prior to or at the time of logging a support case the quicker we should be able to help resolve your issues.

The process of problem diagnosis is both cooperative and iterative. Sun Support relies on our Customers to collect data as well as test various things during the course of a problem investigation. The entire process starts with a problem description. The more definitive the description the better; tell us what the problem is and why it is a problem.

The problem description should include:

• What product(s) is/are experiencing the problem,
• What is the configuration, what other products are involved,
• What you expected/should be happening,
• What is actually happening,
• Why this is a problem,
• If it's a new installation/configuration or an existing setup,
• When the problem first appeared and anything else that happened around that time.

• To aid in problem solving, this Wiki contains the following:
  • Tips for Troubleshooting tips- This section provides tips to help you diagnose problems you may be having with software products prior to opening a support incident with Software Support.
  • Checklist for opening new Support Cases- The checklist will help you to gather the relevant information to include when you open a new support incident with Software Support.
  • Sample support Case entries- You may like to use these samples as a template for logging support cases with Sun Support.
  • Product specific detail for Sun's Software Products.

• Please review this Wiki prior to opening new issues with Software Support.

• For a list of Support telephone numbers click here

Logging a Service Request - Sun's Member Support Centre (MSC)

• If you are new to Sun Support and haven't logged a Service Request before, click here to request access

• To log a new Service Request click here

Remember you need your Sun Software Support contract number when logging service request's to Sun Support.

Support_feedback@sun.com