doc.FAQ.WhatStepsShouldITakeToDebugMyCases

• Construct an architectural diagram depicting the user's client machine(s), server machine(s), application(s), and database(s).
  
• Gather version information for each element in the architecture.
  
• Ensure that the user has the correct OpenLink? product type and version for his or her specific needs.
  
• Ensure that the components have been properly installed, configured, and licensed.
  
• Ask for the full text of any error message that may arise during the use of OpenLink? products.
  
• Obtain the error, a Session Rules Book, and a Request Broker log for any Multi-Tier connection issues. Obtain the error and a trace for any Multi-Tier, post-connection SQL or ODBC related problems.
  
• Obtain the error and connection attributes for any Single-Tier connection issues. Obtain the error and a trace for any Single-Tier, post-connection SQL or ODBC related problems.