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Determine the nature of the issue

Before getting any support, try to determine the cause of the problem by answering the following questions:

  • What behavior are you experiencing? What behavior do you expect
  • When was the last time the software worked properly? When was the problem first observed
  • What was changed in your environment in the interim? (installing software, changing configuration, etc.)
  • When did the problem occur? When does the problem not occur? What is different between those situations
  • How extensive or localized is the problem? What is the difference between the elements that exhibit the problem and those that don't
  • How critical is this problem to your development or deployment? Can you work around it until a fix is found?
  • Is there a better way to implement the software that would make the problem disappear?

Get online support

  • Check White Paper, Product Manuals (for example, Troubleshooting Guide, Workarounds Guide) and Newsgroups for answers
  • Post an issue on the Newsgroup and submit an issue through Case Express
  • Check Product Downloads for Resolution in maintenance releases
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