Gathering data for troubleshooting and problem reports for the IBM Content Navigator Configuration and Deployment Tool

If you cannot determine the cause of a problem with the IBM Content Navigator Configuration and Deployment Tool, 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:

  1. Ensure that you have the appropriate versions of the following software installed:
    • IBM WebSphere® Application Server
    • Oracle WebLogic Server
    For more information about the prerequisite software, see the system requirements.
  2. Gather the IBM Content Navigator configuration and deployment log files.
  3. Describe your deployment environment:
    • Operating system and version
    • Application server and version
    • Type of installation performed:
      • Interactive (graphical user interface)
      • Silent (command-line interface)
    • Installation location:
      • Default location
      • Custom location (include the fully qualified directory where you installed IBM Content Navigator)
  4. 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?
    • What error messages do you see when the problem occurs? Provide the full stack trace for each error if possible.
    • Can the problem be reproduced? If so, how? Provide specific steps to reproduce the problem.
  5. Describe any alternate configurations that you tried to resolve the problem and whether the problem was reproducible.
    For example, did you try to:
    • Install on an alternate operating system or operating system version
    • Deploy on an alternate web application server or web application server version
    • Use a different type of installation (such as an interactive installation or a silent installation)