If you cannot determine the cause of a problem, you might
need to contact IBM® Software Support for additional assistance.
When explaining a problem to IBM, be as specific as possible.
Include all relevant background information so that IBM Software
Support specialists can help you solve the problem efficiently.
To save time, know the answers to these questions:
- What software versions were you running when the problem occurred?
- Do you have logs, traces, and messages that are related to the
problem symptoms? IBM Software Support is likely to
ask for this information.
- Can the problem be re-created? If so, what steps led to the failure?
- Have any changes been made to the system (for example, hardware,
operating system, networking software, and so on)?
- Are you currently using a workaround for this problem? If so,
please be prepared to explain it when you report the problem.
You can find relevant information to your
FileNet® Collaboration
Services environment in the following
files:
- The FileNet Collaboration
Services version
- This information can be found in the Version.txt file,
which is located at the root installation directory of IBM FileNet Collaboration Services.
- IBM FileNet Collaboration Services tracing log
- By default, the trace log is Websphere Installation
Directory/AppServer/profiles/ProfileName/logs/ServerName/trace.log.
For example (in a Unix installation):/opt/IBM/WebSphere/AppServer/profiles/AppSrv01/logs/server1/trace.log
- IBM FileNet Collaboration Services status information
- This information can be found by navigating to:
http://FNCS_Server:port/dm
- Content Platform Engine status
information
- This information can be found by navigating to:
http://IP_Address_Of_Content_Engine:9080/FileNet/Engine
- IBM FileNet P8 product information
- Gather product information about your instances of IBM FileNet P8 and Content Platform Engine.
- Third-party vendor product information
- Gather product information for vendor products such as:
- Your WebSphere® Application
Server version
and patch information (for both IBM FileNet Collaboration Services and
your client application, such as IBM Connections or Lotus® Quickr®).
- The version and path information for the database being used for IBM FileNet P8.
- TAM or Netegrity version information.
- LDAP version information.