Troubleshooting Guide › Troubleshooting and Maintenance Procedures › Information to Provide to CA Support

Information to Provide to CA Support

When you contact CA Support, they will ask you to provide information about any changes to the environment to help them diagnose the cause of the problem. For example, host and user name changes and changes to the operating system may affect CA Access Control. CA Support may also ask you to use the CA Access Control Support utility to provide additional diagnostic information.

CA Support will ask you to provide the following information:

• CA Access Control version
• Operating system name, version, architecture, and update level
• Details of any CA Access Control patches installed on the computer
• Number of CPUs

Note: For more information about the operating systems, versions, architectures, and update levels that CA Access Control supports, see the CA Access Control Compatibility Matrix that is available from the CA Access Control product page on CA Support.

CA Support may ask you the following questions:

• What is the impact of the problem?
• When did the problem first occur?
• Is the problem reproducible?
• Was anything added, removed, or changed in the environment before the problem occurred?
• Did you restart the computer before the problem occurred?
• How many times has the problem occurred?
• What happens on the system when the problem occurs? For example, does the problem occur when you execute a particular process or command?
• Does the problem occur consistently or randomly?
• Do any segmentation faults or access violations occur when you execute a CA Access Control command?
• Why do you think CA Access Control caused the problem?
• If the problem is an operating system problem, did you report the problem to the operating system vendor? If yes, can you provide a crash analysis from the operating system vendor?