Troubleshooting
Problem
This document describes the process for collecting data for problems with the IBM Maximo Mobile Approvals Application. Approve, assign, and monitor work. This application is visible only to users who have the authority to approve work.
Gathering this MustGather information before calling IBM support helps us understand the problem and save time analyzing the data.
- Gather System Information:
- Login to Maximo/Manage.
- In the upper right corner select the question mark (?) and select System Information, copy the full System Information and include it in the support ticket.
Identify Problem Scope:
- Does the problem occur in both the Role-Based application and mobile app?
- What are the exact steps that you followed in order to get the error?
Collect Maximo/Manage and Mobile Logs:
- Maximo/Manage Logs:
- Login to Maximo.
- Open the "Logging" application.
- Search for "OSLC" and "SQL".
- Change the log level of these loggers to "INFO", save, and apply settings.
- Replicate the problem.
- Collect the log files with the same time stamp when you reproduce the error.
- Mobile Logs:
- On Mobile, once you are in the log in screen, click the gear icon in the upper right corner to go to Logs.
- Mark the "Enable debug logging" option.
- Replicate the problem.
- Collect the logs.
- Check if the issue persists when performing the same action in Maximo/Manage.
- If the issue occurs in Maximo/Manage, it suggests a Manage/Maximo issue rather than a specific mobile problem.
- If the issue does not occur in Maximo/Manage, proceed to check if it replicates in Role Based Applications.
- If the error is reproducible:
- Identify the affected devices (Android, iOS, Windows).
- Collect the network.har file:
- Open developer tools (fn + f12), navigate to the network tab, replicate the issue, and export the file using the download icon (downward arrow).
- Collect mobile logs and search for specific error messages.
- After checking all this information:
- Document the steps used to reproduce the error.
- Open a new case and include all relevant information.
Document Location
Worldwide
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Document Information
Modified date:
16 May 2025
UID
ibm17144969