TROUBLESHOOTING

Contacting Lotus Support Services
If you don't find a solution to your problem here or at the Lotus Support Services Web site, you may want to contact Lotus Support Services.

When you call Lotus Support Services, you should have the following available to you:

1. The computer on which the problem occurred.

2. Any other people who are involved in troubleshooting the problem -- for example, server administrators, database managers, network managers. You might want these people available when you speak with a support representative.

3. Any pertinent information you gathered from troubleshooting the problem yourself prior to contacting support.

4. If you have ScreenCam®, the movie or event that documents the problem.

5. If the problem involves the network, print out the PROTOCOL.INI, CONFIG.SYS, and STARTUP.CMD files. Print out the network file directory, so that you can compare network file dates.

In addition, depending on the problem, be prepared to provide some of the information in the following table.
Required informationYour system
Domino version(s)
Operating system and version, including any patches or fixpacks
Hardware, including the kind of CPU(s) and modems installed, and the amount of RAM and hard disk space
Network operating system(s) and version(s), protocols, and network driver version(s)
Network interface card(s)
Domino server names
File names, replica IDs, and ACLs for all databases involved
Number of users who are affected by the problem -- that is, one user, several users, or all users
Number of servers that are affected by the problem -- that is, one server, several servers, or all servers
Changes to the configuration that were made before the problem occurred -- for example, network, hardware, or NOTES.INI changes
Error message(s), including the exact text of the message(s)
For problems that involve more than one server on a network, collect the information in the following table.
Required informationYour system
Physical location of the servers -- for example, in different cities or on FIRST DOMINO SERVERs or WANs
Number of network segments contributing to the problem -- that is, are both machines in the same network segment or in segments separated by routers, bridges, or switches
Number of Domino servers -- for example, mail hops or replication hubs -- that are between the servers that are having a problem
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