Altibase classifies the definition of failures as urgent failure/non-urgent failure. The definition of this type of failure is a matter to be consulted with the user, but is generally classified as follows.
|System or Altibase product problem preventing service from continuing
System or Altibase product problem or other reasons, the service is running but may cause some problems.
For urgent failures, technical support provided according to the maintenance contract. However, non-urgent failure requires a direct response from the user by providing various guides that the user can cope with.
Urgent failure is defined in the following situations.
|If the system does not operate due to a hardware/software problem
If it does not operate due to a bug in the Altibase
The case where the service is interrupted due to the above two situations is defined as an urgent failure.
When such a situation occurs, the user must provide the following information to Altibase.
Information to provide
|Refer to the "Failure due to system problem" section in this document.
Altibase trace log
|All files located in $ALTIBASE_HOME/trc
Specification at the time of failure
Abnormal signs and DB operation history at the time of failure.
The above information is sent to the Altibase Technical Support website, http://support.altibase.com/en/, it can be used to determine the cause of the problem at the Altibase Technical Headquarter. ($ALTIBASE_HOME refers to the installation path of Altibas product installed in the system.)
Procedure in case of urgent failure
First, check the existence of Altibase's process.
If it is in normal operation, check whether the connection is available with the following command.
if the Altibase process is not confirmed or connection is not available in step 1, take the following actions.
- Collect and attach the necessary logs and information, then inquire to http://support.altibase.com/en/. (Refer to the information provided in the Urgent Emergency section)
- Contact Altibase Technical Support (+82-2-2082-1114)
If the Altibase needs to be restarted, execute the command with the user account that installed Altibase as follows.