If you cannot determine the cause
of a problem, you might need to contact IBM® Software
Support for additional assistance. In such cases, you must collect
diagnostic data before contacting IBM Software
Support.
About this task
Collecting data before opening a problem management record
(PMR) can help you to answer the following questions:
- Do the symptoms match any known problems? If so, has a fix or
workaround been published?
- Can the problem be identified and resolved without a code fix?
- When does the problem occur?
Complete the following steps before contacting IBM Software Support:
Procedure
- Ensure that you have the appropriate versions of the following
prerequisite software installed:
- IBM WebSphere® Application Server
- IBM FileNet® Content Manager
- IBM FileNet Content Engine Client
For more information about the prerequisite software, see Prerequisites for installing IBM Content Navigator.
- Recreate the problem with finest-level logging and Content Engine Client API trace logging
enabled.
For information about enabling finest-level
logging, see Specifying log level entries.
For information about enabling Content Engine Client API trace logging,
see Configuring Content Engine API client logging.
Important: After you gather all the information that is needed
to open a problem report, restore your original logging settings to
control the size of your log files and to improve performance.
- Gather the IBM CMIS
for FileNet Content Manager log
files:
- fncmis-install-ia.log
- fncmis-install.log
- fncmis-config.log
- fncmis-uninstall.log (if applicable)
- fncmis_api_error.log
- fncmis_api_trace.log
- SystemOut.log
- trace.log
For information about the location of the IBM CMIS
for FileNet Content Manager log files, see IBM CMIS for FileNet Content Manager log files.
- Gather the following information about your environment:
- What version of IBM CMIS
for FileNet Content Manager is
installed?
Recommendation: Copy the
installation information from the About your IBM CMIS installation page
on the IBM CMIS
for FileNet Content Manager index
page.
- How is your IBM CMIS
for FileNet Content Manager system
configured?
Recommendation: Copy the
configuration information from the About your IBM CMIS configuration page
on the IBM CMIS
for FileNet Content Manager index
page, which includes information about your IBM CMIS configuration, system
properties, and environment variables.
- Is the IBM CMIS
for FileNet Content Manager installation
a fresh installation or did you upgrade from a previous version of IBM CMIS
for FileNet Content Manager?
- What is the operating system, including the version number,
of the IBM CMIS
for FileNet Content Manager server?
- What version of WebSphere Application
Server is IBM CMIS
for FileNet Content Manager deployed to? (Specify WebSphere Application
Server or WebSphere Application
Server Network Deployment.)
- Was IBM CMIS
for FileNet Content Manager deployed
automatically or manually?
- What type of environment is IBM CMIS
for FileNet Content Manager deployed to? For example
is IBM CMIS deployed to
a single application server, an unmanaged node, a managed node, or
an application server cluster?
- How was IBM CMIS
for FileNet Content Manager configured?
Did you use the configuration tool or did you run a silent configuration?
- Describe the problem. Provide the following
information to help IBM Software
Support understand the problem that you are encountering:
- What are you trying to do when the problem occurs?
- Can the problem be reproduced? If so, how? Provide specific
steps to reproduce the problem.
- How many users are affected by this problem?
- What is the business impact of this problem?
- Is there a workaround for this problem?