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?
Procedure
Complete the following steps before contacting IBM Software
Support:
- Ensure that you have the appropriate versions of the following
prerequisite software installed:
- WebSphere® Application
Server or Oracle WebLogic Server
- IBM® Content
Manager OnDemand
- IBM Content
Manager OnDemand Web Enablement Kit
For more information about the prerequisite software, see Prerequisites for installing IBM Content Navigator.
- Recreate the problem with finest-level logging and ODWEK API trace logging enabled.
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.
For
information about enabling finest-level logging, see:
- Gather the IBM CMIS
for Content Manager OnDemand log
files:
- arswww.log
- Web application server log files:
- WebSphere Application
Server users: SystemOut.log and trace.log
- Oracle WebLogic Server users: log4j.properties
For information about the location of the IBM CMIS
for Content Manager OnDemand log files, see IBM CMIS for Content Manager OnDemand log files.
- Gather the following information about your environment:
- What version of IBM CMIS
for Content Manager OnDemand is
installed?
Recommendation: Copy the installation
information from the About your IBM CMIS installation
page on the IBM CMIS
for Content Manager OnDemand index
page.
- How is your IBM CMIS
for Content Manager OnDemand system
configured?
Recommendation: Copy the
configuration information from the About your IBM CMIS configuration page
on the IBM CMIS
for Content Manager OnDemand index
page, which includes information about your IBM CMIS configuration, system
properties, and environment variables.
- Is the IBM CMIS
for Content Manager OnDemand installation
a fresh installation or did you upgrade from a previous version of IBM CMIS
for Content Manager OnDemand?
- What is the operating system, including the version number,
of the IBM CMIS
for Content Manager OnDemand server?
- What version of WebSphere Application
Server or Oracle WebLogic Server is IBM CMIS
for Content Manager OnDemand deployed to? (For WebSphere Application
Server, specify WebSphere Application
Server or WebSphere Application
Server Network Deployment.)
- Was IBM CMIS
for Content Manager OnDemand deployed
automatically or manually?
- What type of environment is IBM CMIS
for Content Manager OnDemand deployed to? For example
is IBM CMIS
for Content Manager OnDemand deployed
to a single application server, an unmanaged node, a managed node,
or an application server cluster?
- How was IBM CMIS
for Content Manager OnDemand configured?
Did you use the IBM Content
Navigator Configuration
and Deployment Tool or did you run a silent configuration by using
the command-line interface?
- 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?
IBM Content Navigator, Version 2.0.3
Supports:
CMIS for OnDemand