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Support


IBM SDK, Java Technology Edition

The IBM® SDK, Java Technology Edition, Version 8 provides a runtime solution for IBM Power Systems , Intel® and IBM z Systems products that require Java functionality.

Service and Support Information

The IBM SDK, Java Technology Edition may be embedded in other IBM products. If you have a license for one of these products that includes support you can also report problems using the standard IBM product support process.

Trademarks and affiliations

Java, JavaScript and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or its affiliates.

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

Microsoft, Windows, Windows NT and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both.

Apple, Macintosh, and Mac OS are trademarks of Apple Inc., registered in the United States and other countries.

Other company, product and service names may be trademarks or service marks of others.


Troubleshoot problems

Many problems in the IBM SDK and Java runtime environment can be pre-emptively determined by using the IBM Monitoring and Diagnostic Tools for Java – Health Center. The Health Center can be used to monitor for problems in a running application.

The user documentation also provides information that can help you with problem determination, including guidance on performance problems, out of memory errors, and crashes. Error messages issued by the JVM in response to problems are detailed in the JVM messages guide, together with any user action that can be taken.

For a detailed list of user guides and reference information, see our documentation.



Looking for known problems


Determining if a problem is already resolved

Issues reported to IBM support that have been resolved are documented as either an Authorized Program Analysis Report (APAR) or a Technote.

You can search to see if a problem you are experiencing has been resolved previously using the following steps:

If you have the IBM Support Assistant (ISA) Workbench installed:

If you do not have ISA installed:

If you can’t see your problem after searching open a service request..

Finding information about software updates for a known defect

IBM product defects and fixes are documented using APARs, which are identified using an ID with the following format: AANNNNN; for example IZ52407. You can find information about an APAR and how to obtain a software update for that APAR using the following steps:

Finding information about software updates for preventative maintenance

A list of defect fixes is available in each software update. You can search those lists to determine whether you should install an update using the following steps:



Reporting issues to IBM support


Obtaining an IBM support contract

You can access and manage your contracts online from the Contracts page of the Customer Support OnLine website. If you need help setting up a contract see, the Contracts FAQ .

Raising a Java problem with IBM support

To submit a problem to IBM, you must first:

If you have ISA installed:

Alternatively, once you are registered and have a customer number, use one of the contact methods listed at IBM Customer Support.

You can find general contact and support information for each country is available from the Directory of IBM worldwide contacts.

What to submit when raising a Java problem to IBM support

When submitting a problem related to the IBM Java Runtime, it is useful to provide the following information:

Submitting data for a problem raised with IBM support

Data can be exchanged with IBM support using the information on the Software support – Exchanging Data page.

Discussing an issue without a support contract

If you do not have a support contract, you can discuss issues with IBM, however there is no guarantee that the issue will be fixed. The following mechanisms are available to informally report issues to IBM:



Related information


Community

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