IBM Support

MustGather: Read first for eDiscovery Manager

Question & Answer


Question

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 that IBM Software Support will need for eDiscovery Manager issues.

Answer

Collecting MustGather data early, before opening a PMR, helps IBM Software Support quickly determine the root cause of the problem. With this information, IBM Software Support can determine the following conditions:

  • If this is a known problem (rediscovery).
  • If a new problem has been discovered and a fix is required.
Gathering General Information

Collecting and providing the following information will help IBM find a solution.

Problem Description

Provide the following information so that IBM Software Support can understand your situation:
  • Can you provide a detailed description of the problem?
  • Is the problem reproducible? If it is reproducible, describe detailed steps to reproduce the problem.
  • Is this system used for production, development, testing, quality assurance (QA), or staging?
  • Was this system working before? Were there any recent changes to the system?
  • Are there any other products or software running on the same server besides eDiscovery Manager and its prerequisites?
  • How is the problem impacting your business?


Environment

Describe your environment:
  • Operating system type and version (including patches, service pack levels)
  • eDiscovery Manager version and fix pack level
  • WebSphere Application Server version and fix pack level
  • Repository type (DB2 Content Manager or FileNet P8) and its version, including fix pack level
  • Information Integrator for Content version if you use DB2 Content Manager as a repository
  • E-mail server type and version (Lotus Domino or Microsoft Exchange Server)
  • Product topology (if eDiscovery Manager and the repository are on the same server or distributed)

See the following link for a list of hardware and software requirements: http://www.ibm.com/support/docview.wss?uid=swg27012717

Required Logs and Files

If the problem is of "Question and Answer" type, you can skip this section. If not, gather the following information.
  • Screen capture of the error that you see on the eDiscovery Manager Web client.
  • All the logs in the directory eDM_HOME/logs.
  • The SystemOut.log from the WebSphere Application Server where the eDiscovery Manager application is installed.
  • If the repository you are using is DB2 Content Manager, the dklog.log from II4C_HOME/log/connectors.

Compress all of the preceding files into a single, compressed file and send it to IBM Software Support.


Sending files to IBM Software Support

The following Web site allows for both secure and unsecured FTP of your files to IBM Software Support: http://www.ecurep.ibm.com/app/upload

[{"Product":{"code":"SS8JHU","label":"eDiscovery Manager"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF033","label":"Windows"}],"Version":"2.1;2.1.1.0;2.2;2.2.1","Edition":"All Editions","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
17 June 2018

UID

swg21376400

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