1. Who do I contact for what problems?
Refer to 16481, it contains the SAP contacts (in Germany).
2. What are the telephone and fax numbers of the Support Centers?
The telephone and fax numbers are listed in 38373.
3. What is consultation, what is support?
For more information, see Notes 83020 and 423778.
If you have questions, you can go to the SDN, our online community and platform for the exchange of ideas and technical knowledge concerning SAP and our MaxDB database. There you can participate in current discussions or introduce new topics.
To reach the SAP and MaxDB Eco system, use the following links:
4. Under which component do I open a message for MaxDB?
Report problems with MaxDB under the BC-DB-SDB component.
5. Under which component do I open a message for the liveCache?
Report problems with the liveCache under the BC-DB-LVC component.
6. Under which component do I open a message for the liveCache application?
Assign the problems with the liveCache application to the database problems and report them under the component BC-DB-LCA. For information about the problem descriptions of liveCache Applications (LCA) problems, refer to 1144828.
7. Under which component do I open a message for a BW system with MaxDB?
Report problems with a BW system with MaxDB under the BW-SYS-DB-SDB component.
8. Under which component do I open a message for a content server?
Report problems with a content server under the BC-DB-SDB component.
9. In what language can I report a problem in SAPNet?
For more information, see 45838.
10. What priority must I select for my problem?
For more information, see 67739.
In addition, you should also refer to 376997 when you use BW systems.
11. Does SAP also provide support at the weekends?
If you encounter a production standstill (that is, when you open a message with a "Very high" priority), you also receive support from SAP at the weekends. For more information, see 46742.
12. What information must I report to Support so that the cause of the problem can be analyzed promptly?
For a first analysis, Support requires the following information:
-> MaxDB database version
-> Precompiler runtime version
13. How can I determine which database version or liveCache version is used?
a) If the SAP System is online:
You can retrieve this information with transaction DB50 or with "Transaction LC10 -> DB version" in the liveCache.
b) If the database is online:
dbmcli -d <DBNAME> -n <DB-Server> -u <dbmuser ,password> dbm_version
c) If the database is offline:
The MaxDB version is displayed in the knldiag file.
14. How do I determine whic precompiler runtime I use?
The precompiler runtime is installed on every application server with the MaxDB client package. You can retrieve the version of the precompiler runtime from the developer trace file (dev_w*) with transaction SM50 by selecting a work process and choosing the path Process -> Trace -> 'Display file' In the files, the precompiler runtime version is located under "Precompiler Runtime: C-PreComp .......'
See also 822239.
15. How do I determine which SQLDBC version I use?
The SQLDBC interface is installed on every application server as of SAP Version 7.0. To get the SQLDBC version in the developer trace file ( dev_w*) in transaction, select a work process and choose Process -> Trace -> 'Display File'.
In the files, the SQLDBC version is displayed under 'SQLDBC Library Version : libSQLDBC.....'
See also 822239.
16. What log files must I add to the message if I have problems with backing up the database?
The run directory of the database also contains the DBM log files that log the backup actions. Forward all dbm.* files located in the run directory to MaxDB Support.
See also 820824: FAQ MaxDB, which contains information about MaxDB log files and how to determine the run directory.
17. What files does MaxDB Support require if the database has crashed and was restarted again in the meantime?
If you have restarted the database after a crash, the knldiag file was already overwritten during the restart. The knldiag file was copied implicitly to knldiag.old. If the knldiag.old file contains the crash, forward the knldiag.old file to Support.
If the knldiag.old file was also already overwritten, we can use the log files contained in the subdirectory of the RUNDIRECTORY/DIAGHISTORY/<time_stamp> directory for analysis.
See also 353158.
18. How do I set up a telnet connection to my system?
19. How do I set up an SAPDB connection to my system?
See Notes 202344 and 939303.
20. Why do I need an SAPDB connection?
The SAPDB connection allows SAP Support to log on to your system with SQL Studio, DBMGUI or the database analyzer.
Specify the logon data for the SAPDB connection for the user SAPR3 or SAP<SID> and the DBM user, for example, Control.
21. How do I enter the logon data in the message?
Refer to 508140: Entering logon data, for more information.
22. Where do I find the Support Guide?
You can access the MaxDB support guide on the SAP Developer Network using the following link:
23. What is a PTS number?
PTS (Problem Tracking System) is the internal MaxDB error messaging system that contains all software errors and new features of MaxDB. Every problem is entered under a number, which is the PTS number. These PTS numbers are listed in some notes. If you want to know whether a certain problem has already been solved, you can search with the number in the WebPTS. You can also search with search terms in the WebPTS to find out if errors have already been reported and corrected.
24. Where do I find the WebPTS?
You can access the WebPTS with the following link: www.sapdb.org/webpts.
25. When should I forward a message from Primary Support to Development Support?
You should only forward messages to Development Support if you have not found a solution
- by searching the notes
- by searching similar messages
- by searching the PTS
- and if your own know how is not sufficient to eliminate the problem.
Development Support can only continue with the analysis if the message contains all log files and information specified in this note. The connections to the customer system must be open and we must have the logon data.
Special scenario: The database has crashed.
If the crash has occurred in the latest MaxDB version and you cannot not find any adequate notes and PTS numbers, you should immediately forward the message to Development Support. The connections to the customer system must be open and we must have the logon data.