Connect CDC SQData

Operation of Connect CDC SQDatas that run simultaneously on multiple platforms can be a complex. We encourage you to use the troubleshooting guides that follow, along with all the other information included in this documentation to attempt to diagnose and resolve the problem.

We also recognize that direct support may be required. While support requests can be created on the portal, we recommend using email primarily because there are often other people directly involved in an issue at inception; will become involved as a case progresses; or should be kept informed through its resolution.

•Severity 1 Production issues - Call Connect CDC SQData support at +1-214-245-4898

•For all other issues we recommend sending a "new" email to support@preciselly.com with including the word SQData in the subject line along with a few words defining the issue. In the body of the email provide a concise description including the information below and any additional information you may have depending on the component involved:

1.Platform, product version, release and build, for example:  sqdata-zos-4.1.38 or sqdata-linux-x86_64-4.1.38

2.Source, for example Db2/z V13, IMS, CICS/VSAM, Db2/LUW or Oracle, etc.

3.Target, for example: Kafka, Kafka/EventHubs, Oracle, Db2/LUW, SQL Server, etc

4.z/OS JobLog from a failed started task

5.Output reports from processes on Linux, AIX, Windows

6.Diagnostic logs which may be too large to include in a z/OS Job Log and need to be TERSED. Process logs from Linux, AIX or Windows typically named for the component and include the process ID for example sqdata_<pid>.log or sqdrpl_pid.log

By "new"email, we mean do not to reply to an email from a previous case. If there are case references in the old emails, a new case will not be opened. New cases go into a support message queue that is monitored continuously and then assigned to a product support team, in this case one dedicated to SQData.

You and the others copied on the initial email will receive a reply from support or a support team member with your subject line and two case references in [brackets]. It is important to cc: support@precisely.com and include both references in the email subject on replies to maintain the case history even if the subject text is changed to start a new email thread on the same case.

Precisely has incorporated a variety of features to simplify and assist monitoring both day-to-day operation as well as troubleshooting issues that do arise.