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: `uname -a`
What Microsoft SQL Server version and fixpack level are you running?	Type: `select @@ version`
What version of the Infor Lawson database driver are you running?	At the command line, type: `univver msfdb2000`
What version of Infor Lawson applications are you running?	Record the release number associated with the application. At the command prompt, type: `dbdef dataarea`
What version of Environment binaries are you running?	To see a utility version, type: `univver utilityname` For example `univver ladb` 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 MICROSOFT configuration file?	Support personnel might want a copy of this file. The file resides in: %LAWDIR%\ `dataarea` \MICROSOFT
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 Microsoft SQL Server error logs?	Support personnel might want a copy of the relevant portions of the log.