Troubleshooting Checklist
Before calling Product Support, follow these steps.
- Isolate the problem as precisely as possible using debugging facilities and error logs as appropriate, and try to find a consistent way to reproduce it.
- Try to reproduce the problem on another platform or test system.
- Whenever possible, modify a FICO-provided example or test case so that it causes the same problem.
- If the problem is not consistently reproducible, check whether it may be related to insufficient memory, memory leaks, search paths, or files that may be missing from certain directories or the class path.
- Verify that the versions of the database, compilers, operating system, browser, drivers, and so on that you are using are certified and supported by FICO.
- Identify any recent changes in your environment that may have an impact on the FICO software (for example, database maintenance, service pack deployment, upgrade of a system component, or operating system patches).
- If applicable, try to isolate various components of your solution to simplify the troubleshooting (for example, test the problem on a subset of rules or code instead of the entire application). Product Support can assist you best if they get a small sample of your application to work with. If possible, send Product Support a small test case with instructions, so they can run the test case.