Gathering Relevant Information
If you have consulted the documentation and visited the
FICO Online Support Web site and are still unable to resolve your problem, contact
FICO Product Support.
The following information is critical to resolving a problem. Be prepared to provide all that apply:
- Your phone number and email address
- The name and version of the operating system (and database, if applicable)
- The environment in which the error is occurring (test or production)
- Both an overview and a detailed description of the problem, including any relevant error messages
- The frequency with which the condition occurs
- Whether you are able to replicate the problem, and if so, the steps taken to recreate the problem
- Any recent changes that have been made to the environment (for example, maintenance work that may have been performed or any hardware or software changes made to the server, workstation, operating system, or data feed)
- Any recent changes to the FICO application, including new configuration or software upgrades
- Copies of the FICO product log files, configuration files, and error messages
To enable troubleshooting and diagnostics support for certain incidents, FICO may require remote access into your systems.