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
- Content Manager EE
- IBM Information
Integrator for Content
For more information about the prerequisite software, see IBM CMIS for Content Manager hardware and software
requirements.
- Create the problem again with finest-level logging and Content Manager EE 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.
- Gather the IBM CMIS
for Content Manager log files:
- cmcmis-install-ia.log
- cmcmis-install.log
- cmcmis-config.log
- cmcmis-uninstall.log (if applicable)
- dklog.log
- SystemOut.log
- trace.log
For information about the location of the IBM CMIS
for Content Manager log files, see IBM CMIS
for Content Manager log files.
- Gather the following information about your environment:
- What version of IBM CMIS
for Content Manager is installed?
Recommendation: Copy the installation information from the About your IBM
CMIS installation page on the IBM CMIS
for Content Manager index page.
- How is your IBM CMIS
for Content Manager system configured?
Recommendation: Copy the configuration information from the About your
IBM CMIS configuration page on the IBM CMIS
for Content Manager index page, which includes
information about your IBM CMIS configuration, system properties, and environment variables.
- What is the operating system, including the version number,
of the IBM CMIS
for Content Manager server?
- What version of WebSphere Application
Server is IBM CMIS
for Content Manager deployed
to? (Specify WebSphere Application
Server or WebSphere Application
Server Network Deployment.)
- Was IBM CMIS
for Content Manager deployed automatically or manually?
- What type of environment is IBM CMIS
for 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 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?