This section describes the type of a trouble that might occur in a system of the Application Server and the data required according to the trouble.

The troubleshooting data differs depending upon the type of failure that occurs. For example, the troubleshooting data differs depending upon whether an error message is output, or whether the server process of the application server ended abnormally.

Moreover, you need to contact the maintenance personnel depending upon the type of failure. Maintenance personnel refers to the person you need to contact as per the purchase contract.

Problems for which you need to contact maintenance personnel

• "Contact maintenance personnel" is mentioned in the action for the output error message
• The cause of the error is not known
• The action corresponding to the error message cannot be performed

When you contact maintenance personnel, report the following information as accurately as possible:

• Error occurrence time
• Operations performed just before the error occurred
• Window operations when the error occurred
• Data acquired when the error occurred

The troubleshooting data is classified into the primary data, secondary data, and definition sending data according to the time at which the data is sent to the maintenance personnel.

• Data to be sent immediately through e-mail (Primary delivery data and Definition sending data)
  Includes the data of the file size that you can attach and send by e-mail. It can be sent to the maintenance personnel quickly by e-mail.
  For example, the following data can be obtained in the form of primary delivery data:
  
  • Message log
    The status and the error information of the J2EE server, and so on, is output in the message log.
    
  • User log
    The information of the standard output and the standard error output in the application is output in the user log.
    
  • Exception log
    The exception information when the error occurred in the system is output in the exception log.
    
  • Maintenance log
    The failure maintenance information when the error occurred in the system is output in the maintenance log. The maintenance personnel use this information for analyzing the failure.
    
  Also, only the collected definition file information is output as the definition sending data. This information is used to investigate the definition errors.
  
• Data to be sent separately (Secondary delivery data)
  This is applicable to the data that you need to send separately without using mail because the file sizes are relatively large and it will take time to send the files to maintenance personnel. Note that secondary delivery data contains primary delivery data.
  For example, the following data can be obtained in the form of secondary delivery data.
  
  • Trace based performance analysis
    The trace information that is output in one cycle of processing of the request is output in the trace based performance analysis.
    
  • Memory dump
    The memory image of the process is output in the memory dump.
    

Organization of this section

2.4.1 Trouble types and the required data

2.4.2 List of Required Data to Be Acquired

2.4.3 Correspondence Between Acquisition Methods and Investigation Methods