Before contacting technical support

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If there is an issue which requires some IBM technical support assistance, follow the checklist. Pre-collected information might help troubleshooting the case and provide a faster solution.

  • Check all relevant environmental parameters:
    • Server and Docker information. Provide output of the commands hostnamectl, docker info, and docker version.
    • Exposed ports for Elastic, Kibana, or Logstash.
    • Check if TCP ports are open between OMEGAMON® Data Connect and Logstash.
    • Check if network security system (firewall) is used.
  • Provide a brief description of the issue.
  • Note all the steps that led to the issue.
  • Check what time interval and what data filters were used.
  • Check what dashboards or graphs and which Kibana indexes are involved.
  • Check if it is possible to reproduce the issue or is it a one-time occurrence.
  • Note if any host error messages are displayed. A screenshot of an error message would significantly help for an issue investigation.
  • Check the error messages logged in Elasticsearch, Kibana, Logstash or OMEGAMON AI Insights logs.
  • Check the Troubleshooting instructions.
  • If possible, contact IBM® technical support while at your computer with the environment ready to be explored.
    Note: For more information on OMEGAMON Data Provider, see OMEGAMON Data Provider documentation (July 2024: APAR OA66572). Specify the APAR number when you contact the IBM support.