Troubleshooting
Problem
Customer-provided background information (also known as "MustGather" data) helps in problem determination and saves time when resolving Problem Management Records (PMRs). This technote provides a description of the background information IBM® support will need.
Resolving The Problem
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- 1. Learning more
- 2. Troubleshooting
- 3. Collecting data - selected tab,
Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine the root cause of the problem. With this information, Support can determine if:
- This is a known problem (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- This is a known defect for which a workaround has been developed.
- A new problem has been discovered and a fix is required.
If you already contacted support, continue on to the Security Authorization MustGather information. Otherwise, click MustGather: Read first for FileNet Content Engine
Security Authorization MustGather information
The following is required troubleshooting information for authorization problems.
- All of the information described in MustGather: Read first for FileNet Content Engine
- Content Engine Server trace file (p8_server_trace.log) with the EJB, Error, and Security Subsystems enabled when the problem occurs. See FileNet Content Engine Server tracing for details on how to collect this information.
- The LDAP configuration information (please see the must gather document for LDAP)
Related Information
[{"Product":{"code":"SSNVNV","label":"FileNet Content Manager"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Content Engine","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"5.2.1;5.2.0;5.1.0;5.0;4.5.1;4.5.0;4.0.1;4.0","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
17 June 2018
UID
swg21308295