Gathering data for troubleshooting and problem reports for IBM Content Navigator for Microsoft Office

If you cannot determine the cause of a problem, contact IBM® Software Support for assistance. In such cases, you must collect diagnostic data before you contact IBM Software Support.

Complete the following steps before you contact IBM Software Support:

1. Ensure that the appropriate versions of the following prerequisite software are installed:
   • IBM Content Navigator
   • IBM Content Navigator for Microsoft Office
   For information about hardware and software prerequisites, see the detailed system requirements at http://www.ibm.com/support/docview.wss?uid=swg27036292.
2. 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.
   • What are the expected and actual results? Stack traces and screen captures are helpful.
   • How many users are affected by this problem?
   • What is the business impact of this problem?
   • Is there a workaround for this problem?
3. Provide the build and version information. The IBM Content Navigator for Microsoft Office build number, date, and version number are essential when you are reporting issues. The information is available on the IBM Content Navigator for Microsoft Office About page:
   • For Microsoft Word, Excel, and PowerPoint, click the IBM ECM tab and then click About.
   • For Microsoft Outlook, click the IBM ECM menu and then click About.
     Important: The Microsoft Office ribbon bar tab label and the Microsoft Outlook menu can be customized to any value. The label or menu name might be different from IBM ECM.
   • To check the add-in DLL file version, find NexusClassLibrary.dll in the installation directory and note the size. Right-click the NexusClassLibrary.dll file and click Properties > Version > File Version.
4. Collect the installation information. For installation issues, retrieve the installation log from %appdata%\Local\Temp\ICNforOfficeInstall.log.
5. Collect the IBM Content Navigator for Microsoft Office administrative preferences. The IBM Content Navigator for Microsoft Office specific preferences are stored in the administrative database with the IBM Content Navigator preferences. Log in to IBM Content Navigator for Microsoft Office as an administrator and open the Administrative view. To find the IBM Content Navigator for Microsoft Office preference values:
   1. For settings related to filtering by file type in the IBM Content Navigator for Microsoft Office content list, click Settings > General > File Type Filters.
   2. For the IBM Content Navigator for Microsoft Office property mapping feature settings, click Repositories > repository name > Office Integration > Property Mapping.
   3. For settings for authoring documents in IBM Content Navigator for Microsoft Office, click Desktops > desktop name > General > Office Configuration.
6. Collect the configuration information. For configuration issues, retrieve the Configuration.ini file, which stores bootstrap data and some user preferences, from one of the following locations:

   Application data directory for a local user

   %appdata%\IBM\Content Navigator for Microsoft Office.

   Common application data directory

   \ProgramData\IBM\Content Navigator for Microsoft Office

7. Collect the IBM Content Navigator for Microsoft Office error log files. The error logs contain information that is needed for debugging. The ICNWordAddin, ICNExcelAddin, ICNPowerPointAddin, and ICNOutlookAddin files are stored in the Windows Event Logs under the Application log.
   1. Enable logging in the administration tool by clicking Settings > Logging and changing the logging settings in the Office Logging section. For more information about configuring logging, see Configuring logging for IBM Content Navigator for Microsoft Office.
   2. If you cannot access the IBM Content Navigator desktop or administration tool, enable logging by using the configuration.ini file. For more information about the configuration.ini file and settings, see Configuring logging for IBM Content Navigator by using the configuration.ini file.
   3. Extract the error logs. You can extract the error logs interactively or by using the command line.
      • To extract the error logs interactively, right-click My Computer, click Manage and expand Computer Management > System Tools > Event Viewer. Then, right-click Application and click Save Log File As.
      • To extract individual error logs by using the command line, use the following commands:

        cscript %systemroot%\system32\eventquery.vbs /L application /R 1000 /v /FI "Source eq ICNWordAddin"
        cscript %systemroot%\system32\eventquery.vbs /L application /R 1000 /v /FI "Source eq ICNExcelAddin"
        cscript %systemroot%\system32\eventquery.vbs /L application /R 1000 /v /FI "Source eq ICNPowerPointAddin"
        cscript %systemroot%\system32\eventquery.vbs /L application /R 1000 /v /FI "Source eq ICNOutlookAddin"

        You must use individual commands because the filter (FI) cannot contain OR.

   4. Retrieve the error logs from C:\Users\user_name\AppData\Roaming\IBM\Content Navigator for Microsoft Office, where user_name is the name of the user who installed IBM Content Navigator for Microsoft Office.
   
8. Collect the operating system environment information, including the version, installed patches, environment variables, system configuration, and Microsoft Office configuration. The environment information is needed to diagnose compatibility and configuration problems for IBM Content Navigator for Microsoft Office. Retrieve the information by using the following commands:
   1. Enter the following command for the Systeminfo utility: %systemroot%\system32\systeminfo.exe.
   2. Enter the following command for the Winmsd utility: Run%systemroot%\system32\winmsd.exe.
   3. Click File > Export to export the data. To display the environment variables, open a command window, and enter: set.