Before Calling Technical Support
If you have worked through the basic installation checks and the sections addressing the problem and your installation is still not running as usual, it is time to call Technical Support.
First, gather the following information if possible and have it ready when you call:
• A clear description of what you are trying to do when the problem occurs.
Gather as much information as possible about the specific problem experienced (ideally, provide a test case). Include create schema statements in OpenSQL with data population in OpenSQL format (INSERT statements or COPY table data file). Also include relevant SQL, 4GL, or 3GL that demonstrates the problem. If create schema info is not available, HELP TABLE output for each table is required.
• Gather all relevant versions and patch information; version numbers are required for the following:
– Enterprise Access-Usually of the form: EA n.n/nnnn (xxx.xxx/nn)
– If you are unclear about the version of Enterprise Access in use, enter the following SQL within a connected sql session:
select dbmsinfo('_version');
– Host DBMS server
– Host client
– Operating system
• Gather all error information, obtain a copy of the Enterprise Access error log, and copy any errors returned to the client application.
• Gather all configuration information: config.dat, config.log, environment variables.
Windows Installation Information
You can obtain information pertaining to a Windows installation as follows:
• The errlog.log is usually located in %II_SYSTEM%\ingres\files\errlog.log (unless II_LOG is set to a different location).
Note: If patch 15246 is installed, changes to ingat.bat deprecated the INGSTART -service flag, which now always starts Ingres as a Windows servcie, and the log is written to %II_LOG%. If Enterprise Access is installed as a stand-alone installation (rather than being installed into an existing Ingres location), II_LOG defaults to C:\Users\installeruserid\AppData\Local\OpenROAD\Logfiles\EA.
• Enterprise Access parameter settings are located in %II_SYSTEM%\ingres\files\config.dat and %II_SYSTEM%\ingres\files\config.log.
• Operating system version can be obtained with the VER command at the operating system prompt.
• Environment variables can be obtained with the following commands at the operating system prompt:
ingprenv > filename1
For the current user environment:
SET > filename2
UNIX Installation Information
You can obtain information pertaining to a UNIX installation as follows:
• The errlog.log is located in $II_SYSTEM/ingres/files/errlog.log (unless II_LOG is set to a different location).
• Enterprise Access parameter settings are located in $II_SYSTEM/ingres/files/config.dat and $II_SYSTEM/ingres/files/config.log.
• Operating system version can be obtained with the following commands at the operating system prompt:
uname -a
or
cat /etc/motd
• Environment variables can be obtained with the following commands at the operating system prompt:
ingprenv > filename1
For the current user environment, use the command:
BSD:
printenv > filename2
System V:
env > filename2