If you cannot determine the cause of a problem with the IBM Content Navigator installer, 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 prerequisite software installed.
For more information about the prerequisite software, see the system requirements.
-
Gather the IBM Content Navigator installer log files.
-
If instructed by IBM Software Support, capture debug logs for the installer.
-
Describe your installation environment:
- Operating system and version
- Type of installation performed:
- Base installation
- Interim fix installation
- Installation location:
- Default location
- Custom location (include the fully qualified directory where you installed IBM Content Navigator)
-
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.
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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
- Use a different installation location
- Install with different user permissions