Troubleshooting
Problem
For every problem, collecting data can aid in problem determination and save time resolving cases. Gathering this data before opening a case with IBM® support will help you understand the problem and save time analyzing the data.
Resolving The Problem
Collecting data early, even before opening the case, helps IBM Support quickly determine if:
Collecting Data: Readme first table of contents:
Gathering general information
Since IBM Maximo Asset Management is made up of many components it is possible that you will need to collect information from more than one component and system to isolate and correct an issue.
Manually gathering general information
For all Maximo related issues please gather the following information and files. This information should then be provided to IBM Maximo Support. NOTE: The information provided here is general in nature and is required for all PMRs to help us understand your environment. Depending on the information we receive, additional information may need to be requested including changed log settings and configuration files.
General
Please answer as many of the following questions as possible:
Application Configuration Information
Please collect the following data and information
Maximo 7.6.1 or later, and Maximo Management Interface is active:
If not included in the help information please include any hotfixes applied to this environment
Method A: If exists, {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat
execute {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat > lafix.txt
Application Server configuration files
If WebSphere - collect all instances of the following file on all servers:
Typical Client Workstation Information
1) Operating System, memory and CPU
Right-click “My Computer” and select properties. If running Windows 10 20H2 or later, click the Copy button underneath Device Specifications
For best client information from Windows at the command prompt execute:
"C:\Program Files\Common Files\Microsoft Shared\MSINFO\MSINFO32.EXE" /report clientinfo.txt
This runs in the background and may take 5 minutes or more to complete. The file will not appear until the process is complete. Include the resulting file.
2) Browser type being used, version and patch level
In the browser select “Help/About”
Authentication Information
Network Topology Information
Gathering component specific information
If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:
Recent change history
- Symptoms match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce severity.
Collecting Data: Readme first table of contents:
| Gathering general information Manually gathering general information |
|
| Gathering component specific information | |
| Submitting information to IBM Support |
Gathering general information
Since IBM Maximo Asset Management is made up of many components it is possible that you will need to collect information from more than one component and system to isolate and correct an issue.
Manually gathering general information
For all Maximo related issues please gather the following information and files. This information should then be provided to IBM Maximo Support. NOTE: The information provided here is general in nature and is required for all PMRs to help us understand your environment. Depending on the information we receive, additional information may need to be requested including changed log settings and configuration files.
General
Please answer as many of the following questions as possible:
- Describe details of the issue. Is it reproducible, is it happening to all users or to specific users or specific user workstations?
- Is this a new or re-occurring issue?
- When did the issue start happening?
- What was being done at the time of the problem?
- How often has the problem occurred?
- Were any changes made to the environment prior to the start of the issue? If yes, what change(s)? Examples include upgrades, customizations, configuration changes, and security changes
- What is a measurable factor you would use to determine an acceptable solution?
- Please include the type of environment such as Development, Test, Training, QA, Production, and so on
- Is this issue effecting a near term deadline, deployment, or go-live? If so, please provide specifics.
- Have you accessed the product documentation provided in the information center and/or help system?
Application Configuration Information
Please collect the following data and information
Maximo 7.6.1 or later, and Maximo Management Interface is active:
- Log into Maximo.
- From System Configuration, click Maximo Management Interface
- Click Gather Data
- Click Copy to clipboard
- Paste the results directly into the case, or create a text document, paste the results into it, save as text file and post the file to the case.
Otherwise:
Method A: From Maximo login
- Log into Maximo.
- Select Help>System Information
- Select the text from the window and paste into a text document (please do not take a screen capture. Transcribing information from a picture will introduce errors).
Post the resulting system information text document, or copy and paste the results into the case.
Method B: If you cannot log into Maximo:
- On the administrative workstation where you installed the product, start a command line prompt.
- Navigate to <maximo_home>\maximo\application\maximo (by default, Windows: C:\IBM\SMP\maximo\application\maximo, Linux: /opt/IBM/SMP/maximo/applications/maximo)
- Run version.bat >versioninfo.txt (Windows) ./version.sh >versioninfo.txt (Linux)
- Post the resulting system information text document, or copy and paste the results into the case.
If not included in the help information please include any hotfixes applied to this environment
Method A: If exists, {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat
execute {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat > lafix.txt
Application Server configuration files
If WebSphere - collect all instances of the following file on all servers:
- {WebSphere home}\WebSphere\AppServer\profiles\<profilename>\config\cells\<cell name>\nodes\<node name>\servers\<servername>\server.xml
- {WebSphere home}\WebSphere\AppServer\profiles\<profilename>\config\cells\<cell name>\<cluster name>\cluster.xml
If WebLogic - collect the config.xml from each physical server or VM
\user_projects\domains\{domain_name}\config.xml
\user_projects\domains\{domain_name}\config.xml
Application configuration files
a. maximo.properties and db export
File: {maximo_home}/applications/maximo/properties/maximo.properties
a. maximo.properties and db export
File: {maximo_home}/applications/maximo/properties/maximo.properties
Connect to the maximo database via a SQL tool and save the output from the following:
Connect to the maximo database via a SQL tool and save the output from the following:
c. web.xml (4 files)
{maximo_home}/applications/maximo/maximouiweb/webmodule/WEB-INF/web.xml
select * from maxpropvalue order by propname;
b. Logging propertiesConnect to the maximo database via a SQL tool and save the output from the following:
select * from maxlogappender;
c. web.xml (4 files)
{maximo_home}/applications/maximo/maximouiweb/webmodule/WEB-INF/web.xml
{maximo_home}/applications/maximo/mboweb/webmodule/WEB-INF/web.xml
{maximo_home}/applications/maximo/meaweb/webmodule/WEB-INF/web.xml
{maximo_home}/applications/maximo/maxrestweb/webmodule/WEB-INF/web.xml
d. application.xml
{maximo_home}/applications/maximo/META-INF/application.xml
Application Logs
Connect to the maximo database via a SQL tool and run
Include the files named in the filename column of the output
URL used to access application
Example: eamserver.mycompany.com/maximo
Using the Maximo Enterprise Adapter or Integration Framework?
Connect to the maximo database via a SQL tool and send the output from the following
(if the count > 0 then MIF is enabled)
Using Workflow?
Connect to the maximo database via a SQL tool and send the output from the following
(if count > 0 then using Workflow is enabled)
Additional features
d. application.xml
{maximo_home}/applications/maximo/META-INF/application.xml
Application Logs
Connect to the maximo database via a SQL tool and run
select * from maxlogappender;
Include the files named in the filename column of the output
URL used to access application
Example: eamserver.mycompany.com/maximo
Using the Maximo Enterprise Adapter or Integration Framework?
Connect to the maximo database via a SQL tool and send the output from the following
select count(*) from maxextsystem where enabled=1;
(if the count > 0 then MIF is enabled)
Using Workflow?
Connect to the maximo database via a SQL tool and send the output from the following
select count(*) from WFPROCESS where enabled = 1
(if count > 0 then using Workflow is enabled)
Additional features
- Using cron tasks and/or escalations?
- Any 3rd Party Add-ons Installed? If yes, which ones and versions.
- Has Maximo been customized? If yes, what types of customizations? Examples include Java extensions, database configurations, screen changes. Use custommetadataclassesreport.bat|.sh in \IBM\SMP\maximo\tools\maximo to generate the report.
General performance
- Average concurrent users
- Peak time concurrent users
- Is the application running on a virtual server
- Are there any dedicated JVMs for cron tasks, escalations, reports, or interfaces. If yes, what is the role of the JVMs and how many
- Database platform and version (Db2, Oracle, Microsoft SQL Server)
Typical Client Workstation Information
1) Operating System, memory and CPU
Right-click “My Computer” and select properties. If running Windows 10 20H2 or later, click the Copy button underneath Device Specifications
For best client information from Windows at the command prompt execute:
"C:\Program Files\Common Files\Microsoft Shared\MSINFO\MSINFO32.EXE" /report clientinfo.txt
This runs in the background and may take 5 minutes or more to complete. The file will not appear until the process is complete. Include the resulting file.
2) Browser type being used, version and patch level
In the browser select “Help/About”
Authentication Information
- Application Server / LDAP Authentication Enabled? If Yes:
- Synchronization used: VMMSYNC, LDAPSYNC, or None?
- Which LDAP Directory Server: Microsoft Active Directory Server or IBM Security Access Manager (ISAM)?
- Is Single Sign-On (SSO) enabled?
- Is SAML enabled?
Network Topology Information
- Are some clients connected through Citrix or Terminal Server?
- What are the user locations in relation to the Application Server
Gathering component specific information
If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:
View all Collect Data documents.
|
Submitting information to IBM Support
After a case is opened, post diagnostic information to it.
After a case is opened, post diagnostic information to it.
Recent change history
- 14 July 2008: Created document
- 4 May 2009: Added 5 documents
- 1 Oct 2009: Added 2 documents, changed title of 1
- 30 Oct 2009: Added 4 documents, included ISA Lite
- 9 Aug 2010: Added General Config Information and organized table
- 22 Oct 2013: Moved some data to performance technote and updated table
- 19 March 2014: Removed version 5 and 6 information
- 8 Oct 2020: Formatting changes
- 29 Apr 2021: Updated links to 2 collect data docs
- 24 Aug 2021: Removed reference to ESR/PMR
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Document Information
Modified date:
24 August 2021
UID
swg21313647