Computer Associates SQLSTQ99000600 Diagnostics Guide - Page 24

Separate the Problem from the Symptoms, What Happened

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Separate the Problem from the Symptoms - winver.exe / ver.exe (for most Windows environments) - uname command (for UNIX environments) „ Version and patch level of any additional software packages that are interacting with your installation (for example, Microsoft SQL Server). „ Network protocols, firewall port limitations, and any other relevant communications details (for example LAN or WAN and network speed) The next step is to clearly identify the actual problem. Separate the Problem from the Symptoms To solve the problem you need to clearly understand what it is - and not just what the symptoms are. To do this you need to ask: „ What happened „ Where it happened „ When it happened „ What effect it had on the rest of your environment What Happened Typically, a "problem" is identified when something unusual or unexpected happens but it can also be suspected when something that normally happens does not. Therefore you need to identify the event that occurred (or did not occur). For example, you will need to identify: „ What should have happened if everything had been working properly (for example, delivery of a software package to MachineA)? „ What actually happened (or did not happen that was supposed to)? happened that should not have happened (for example, software package is sent to MachineA but fails to activate)? „ What error messages or returned codes were issues (and from where)? „ Was this an isolated incident (for example, two other software packages were successfully delivered and installed on MachineA)? Answering these questions will identify the scope of your search for a solution. For example, if three software packages were targeted for delivery and installation on a single machine but only one of those installations fails, the problem is likely with the software package rather than the delivery system. On the other hand if the same package is delivered to three similar machines and installs successfully on two of the three machines, the problem may be with the target machine rather than the package. 4-2 Unicenter IT Resource Management Diagnostics Guide

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Separate the Problem from the Symptoms
–
winver.exe / ver.exe
(for most Windows environments)
–
uname
command (for UNIX environments)
Version and patch level of any additional software packages that are
interacting with your installation (for example, Microsoft SQL Server).
Network protocols, firewall port limitations, and any other relevant
communications details (for example LAN or WAN and network speed)
The next step is to clearly identify the actual problem.
Separate the Problem from the Symptoms
To solve the problem you need to clearly understand what it is – and not just
what the symptoms are. To do this you need to ask:
What happened
Where it happened
When it happened
What effect it had on the rest of your environment
What Happened
Typically, a “problem” is identified when something unusual or unexpected
happens but it can also be suspected when something that normally happens
does not.
Therefore you need to identify the event that occurred (or did not
occur).
For example, you will need to identify:
What should have happened if everything had been working properly (for
example, delivery of a software package to MachineA)?
What actually happened (or did not happen that was supposed to)?
happened that should not have happened (for example, software package
is sent to MachineA but fails to activate)?
What error messages or returned codes were issues (and from where)?
Was this an isolated incident (for example, two other software packages
were successfully delivered and installed on MachineA)?
Answering these questions will identify the scope of your search for a solution.
For example, if three software packages were targeted for delivery and
installation on a single machine but only one of those installations fails, the
problem is likely with the software package rather than the delivery system.
On the other hand if the same package is delivered to three similar machines
and installs successfully on two of the three machines, the problem may be
with the target machine rather than the package.
4–2
Unicenter IT Resource Management Diagnostics Guide