7.2.2 Information required to contact the system administrator or the maintenance service

Contact the system administrator or Maintenance Service when error occurs and in case of following conditions:

When the "Contact Maintenance Service" option is available in the actions to deal with the output error message
When the cause of failure is not understood even after investigations
When actions are taken as per the contents or the actions written in the error message, and still the problem cannot be resolved

Regarding the information required to contact the system administrator or Maintenance Service, the information described in Table 7-3 for each type of error is also required in addition to the information described in " 7.2.1 Information required for investigating errors". The information for which the acquisition of error information is not set is the information that is not required for error investigations or inquiry. However, you may be required to acquire this information depending on the status of error investigations. The information required to contact the system administrator or Maintenance Service differ depending on the locations of error occurrence.

The default directory where the log is output by the J2EE server is<Installation directory of Service Platform>\CC\server\public\ejb\<J2EE server name>\logs. Hereafter, this directory is mentioned as "Log output directory of J2EE server"

You can change the directory of log output by J2EE server with the ejb.server.log.directory key of usrconf.cfg (Option definition file of J2EE server).

Table 7‒3: Information required to contact the system administrator or Maintenance Service
No	Information to be acquired			Failure type
No	Information to be acquired			When error message or exception is output by the user program	For failures during service component invocation request (7.7)	For failures during the execution of operation (like command operations or operations from screens of the operating environment) (7.6)
1	Service platform documents	Exception log		Y	Y	Y
2		Maintenance log		-	-	Y
3		Installation log		-	-	Y
4		Method trace		Y	Y	Y
5		Maintenance information	HCSC server repository information	-	Y	Y
6			HCSC-Manager maintenance information	Y	Y	Y
7			HCSC server maintenance information	Y	Y	Y
8	J2EE server documents	Maintenance log^#1		Y	Y	Y
9	SOAP communication infrastructure documents	Maintenance log^#2		Y	Y	Y
10	JAX-WS engine documents	Maintenance log^#3		Y	Y	Y
11	JavaVM failure information	Memory dump		Y	Y	Y

Legend:

Y: Required.

-: Not required.

Note#1

For details on the maintenance log of the J2EE server, see "Application Server Maintenance and Migration Guide ".

Note#2

The maintenance log of SOAP Communication Infrastructure is output to <Log output directory of J2EE server>\WS\maintenance. For details on how to acquire the information when a failure other than log occurs,

see "14.2 Documents to be acquired when a failure occurrs" in "Application Server SOAP Application Development Guide".

Note#3

The maintenance log for the JAX-WS engine is output to <Product working directory>\ejb\<server name>\log\CJW\maintenance. For details on how to acquire the information when a failure other than log occurs, see "39.2 Documents to be acquired when a failure occurrs" in "Application Server Web Service Development Guide".

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