Question & Answer
Question
What network related information should be collected when experiencing a problem with IBM FileNet P8 Business Process Management software before calling IBM support?
Answer
- Collecting essential data early, even before opening a PMR, helps IBM Software Support quickly determine the cause of the problem. With this information, Support can better determine where the issue is.
In addition to the information in the Must Gather for BPM 4.5 - Process Engine Technote, the following network related information should be collected:
- Collect IP addresses of all servers in the IBM FileNet P8 environment and provide a network topology diagram.
- ipconfig /all ( Windows systems)
- ifconfig -a ( Unix systems)
- For issues where there is an error log entry, a network trace should be captured from the node where error log resides
- For a BPM environment that consists of more than two servers, it is best to identify the source and destination servers involved in the communications. Capturing all traffic in and out of the identified servers is recommended.
- If the issue can be reproduced at will, then start the appropriate tracing tool for your environment, shown below, and perform the actions to reproduce the issue. See attachments for further details about the use of the tracing tools.
- Wireshark or Microsoft Network Monitor on Windows systems
- Iptrace on AIX systems
- nettl on HP systems
- Snoop on Sun Solaris systems
- If the performance/integrity issue cannot be reproduced at will, identify a time frame when the issue typically occurs. Start the tracing tool during the identified time frame, and capture traffic until the issue occurs.
- As soon as you have reproduced the issue, stop the trace and save the data.
- Setting up filters or triggers to collect data is an option, but should be discussed with a IBM FileNet network analyst for proper configuration.
Prepare the trace and any other collected data (ex: network topology and problem description, vwtrace logs, log4j, etc) to send to IBM by compressing the data into 100MB files using Unix "tar" or Windows Winzip.
Related Information
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Document Information
Modified date:
17 June 2018
UID
swg21499232