To begin, record the context in which a problem occurs or about which you have a question. Have the following information ready:

• Release and maintenance level of ACSLS that's running

• Hardware platform

• Operating System (OS) release level

• Library or libraries that ACSLS supports

• What ACSLS was doing when the issue occurred

As part of the service call, Oracle Support may ask you to send the entire set of diagnostic logs and other diagnostic information for analysis. All of this data can be collected with a single command:

get_diags

When this utility has collected all of the information, it prompts you to either email the data or to make it available for manual transfer.

If you elect to email the data directly from the ACSLS machine, make sure that email communication is possible between your ACSLS machine and the Internet. Your enterprise may have a firewall to prevent email going directly from the target machine. In this case, you can email the information to yourself within the enterprise and then forward the diagnostic data to Oracle.

Alternatively, you can elect to transfer the information manually. The get_diags utility advises you where to find the waiting tar packages for transfer. Typically, the staging area for diagnostic data is /export/backup/diag/acsss.