Troubleshooting issues
Use the following troubleshooting sections to help identify your problem and possible resolution.
The questions listed below can help you identify the source of a problem that is occurring in InfoSphere® MDM Collaboration Server:
- Is the configuration supported?
- Detailed system requirements: InfoSphere MDM Collaboration Server System requirements
- InfoSphere MDM Collaboration Server support: Support overview
- Have any error messages been issued?
- For information about analyzing your error messages, see: The LTA tool
- How long has the problem been occurring?
- Did you recently install or begin using this product feature for the first time?
- Did the feature work until some point and then start to fail?
- If the problem occurred subsequent to some period of normal operation,
did anything change in the environment?
- Was the client, host, or server upgraded to a new patch level?
- Was an operating system patch applied?
- Did the network environment change? For example, was a server moved or a domain migrated?
- Did the system (client or server) recently fail or abnormally terminate?
- Can you reproduce the problem on a test system (so that you do not negatively affect the production system)? What steps are required to reproduce the problem?
- How many users are impacted?
- Is this problem affecting one, some, or all users?
- Is the problem occurring only for a user who was recently added to the environment, such as a new employee?
- Do differences exist between the users who are affected and the users who are not affected?
- How many applications or business processes are impacted?
- Is this problem affecting one, some, or all applications or business processes?
- Is the problem occurring only for a new application or business process?
- Do differences exist between the applications or business processes that are affected and the applications or business processes that are not affected by the problem?
- Is the problem specific to this feature in the product?
- Are multiple features within the product affected?
- Are similar problems occurring outside of the application, such as with other applications or operating system operations?
- Do the logs our system output identify a specific error?
- When this problem occurs, is a specific error message or error code issued?
- Are the reported errors reported in a popup window, in logs on the client or server, or elsewhere?
- Is trace output of the operation available?
- If the topics do not guide you to a resolution, you can collect
additional diagnostic data. This data is necessary for IBM Software Support to effectively troubleshoot
and assist you in resolving the problem.
- For information about collecting data and contacting IBM Software Support, see Contacting IBM Software Support.