We recommend that you follow the guidelines presented here to prepare to log a support case.
The following is good practice for gathering information about your problem so you can pass it on to OpenText Support for Micro Focus Products. This information is required for all support cases:
See Micro Focus Support Scan Utility (Windows) or mfsupport Utility (UNIX) for details on how to run this utility, and options for adding its output to your support case.
Source won't compile, getting error code ###
or
Enterprise Server shows error code ### during restart
rather than a more general and less useful description such as:
Error with source compile
or
Enterprise server is crashing
An easily reproducible problem is one that occurs reliably when using the product. For these, in addition to the information outlined in the All Problems section above, be ready to provide a zipped copy of your project and/or source code to enable Micro Focus to reproduce the problem quickly and easily.
Complex problems are classified as infrequent problems in production systems, or problems based on random timing and factors. Resolution often requires low-level analysis, review of logs and traces, and possible multiple iterations.
In addition to those listed in the All problems section above, use these best practices for more complex problems to significantly improve the likelihood that your Micro Focus engineer can give you a quick and satisfactory response. Cases that receive the best support responses include the following:
The Raising and Managing Support Cases section provides detailed information on how to log a support case, and how a OpenText Support for Micro Focus Products engineer can help you to resolve your problem.
If COBDIR is set to a location that does not contain etc/cobver, the script outputs the contents of /opt/microfocus/logs/MicroFocusProductRegistry.dat which keeps a list of the installed Micro Focus products.
If COBDIR is set to a location that does not contain etc/cobver or COBDIR is not set, mfsupport gives you the option to search your machine for possible product locations. Note that the search can take some time if you have a large amount of disc storage and files.