What Must I Know Before Calling Infor Support?
If you have a problem for which you require assistance from Infor Support, gather some information before you call. Certain pieces of information can be very helpful to the support staff when they attempt to diagnose or fix a problem. Along with a thorough description of the problem as it is exhibited, the main things they want to know are:
| Required Information for Infor Support | Tips for Finding Information |
|---|---|
| What platform/OS are you on? |
Type:
|
| What Oracle version are you running? |
Type:
The banner displays both the client and server versions. |
| What version of the Infor Lawson database driver are you running? |
At the command line, type:
|
| What version of Infor Lawson applications are you running? |
Record the release number associated with the application. At the command prompt, type:
|
| What version of Environment binaries are you running? |
To see a utility version, type:
For example
You can also use any core program such as lapm or lajs instead of ladb to obtain the version. |
| What parameters do you have set in your Infor Lawson ORACLE configuration file? |
Support personnel might want a copy of this file. The file resides in: $LAWDIR/ dataarea /ORACLE |
|
What error message(s) are you receiving in the ladb.log file? Are there any other messages in the log that might be related? |
Support personnel might want a copy of the relevant portions of the log. This file resides in: $LAWDIR/ system /ladb.log |
| What error message(s) are you receiving in the Oracle error logs? | Support personnel might want a copy of the relevant portions of the log. |