If you cannot determine the cause of a problem with the IBM® Content
Navigator web client, you might
need to contact IBM Software
Support for additional assistance. In such cases, you must collect
diagnostic data before you contact IBM Software
Support.
About this task
Collecting data before you open
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 you contact IBM Software
Support:
- Ensure that you have the appropriate versions of the following
software installed:
- IBM WebSphere® Application Server
- Oracle WebLogic Server
- IBM Content
Navigator
For
more information about the prerequisite software, see the system requirements.
- Re-create the problem with debug logging enabled for specific
users or host computers, or for the entire system if necessary.
For information about enabling logging, see
Enabling server logging for IBM Content Navigator.
Important: Do
not enable debug logging in a production environment. It can negatively
affect system performance, and it enables users to view server messages
in the web client. After the logs capture the required event or information,
restore your original logging settings to control the size of your
log files and to improve performance.
- Gather the IBM Content
Navigator log
files.
- 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?