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