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Abstract
Collecting data for IBM Maximo Mobile and IBM Maximo Mobile for EAM.
Gathering this information before contacting IBM support helps you with the troubleshooting process and save time analyzing the data.
Content
Confirm your product versions
Login on Maximo and copy your full System Information to include in the support ticket.
This is used to confirm your Maximo and Mobile versions and if you have the requirements to install and use that respective Mobile version.
To confirm your Mobile version:
- Open a Incognito Window on your browser
- Login to Maximo
- Open a new tab and send us the results of these URLs:
http://maximoserver:port/maximo/oslc/graphite/techmobile/build.json
http://maximoserver:port/maximo/oslc/graphite/inspection/build.json
http://maximoserver:port/maximo/oslc/graphite/navigator/build.json
Remember to change the "maximoserver" and the "port" from the URLs.
Also, if you are using HTTPS instead of HTTP, you need to change the protocol in the URLs.
For more details:
https://www.ibm.com/support/pages/node/6612327
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If you are using MAS Manage, you won't be able to get the navigator version using this method, instead, you need to use this:
If you have the MAS URL like so:
https://<custom>.home.<MAS_URL_Part>.maximo.com/
This request gets the workspace, search for the workspaceID tag:
https://api.<MAS_URL_Part>.maximo.com/workspaces
This request gets the navigator “build.json” download:
https://api.<MAS_URL_Part>.maximo.com/mobile/core/packages/navigator/X.Y.0?workspaceId=<custom>
NOTE: Replace the <custom> for the value of your workspaceID generated in the earlier request.
Replace the X.Y.0 for your base Mobile version, so if you have Mobile 8.11, this will be the end of your URL: /8.11.0?workspaceId=<custom> or /9.0.0?workspaceId=<custom> if you have Mobile 9.0.
Enabling App Debug Logging in the IBM Maximo Mobile app
To enable debug logging, log in to the Mobile app and follow these steps:
- Login on your Mobile app
- Click in the navigator (the 9 dots in the lower right corner)
- Click Help and Support
- Log data
- Mark the “Enable debug logging” option
- Replicate the problem
- Click in the “Share logs” button to save or email the logs (the paper plane in the upper right corner).
Collect screenshots and steps
For a better understanding of the problem, as soon as the error happens, you can take screenshots of the error, write the steps, and send this together with the logs.
The ideal is to send us the complete steps and actions that you have performed until you face the error, for example:
- Login on Mobile.
- Open the “My Schedule” app.
- Select one Work Order in the list.
- Try to complete the Work Order.
- Error is displayed.
Details about your setup
Specify whether the problem is happening in the Mobile app or if it’s happening in the Roled Based Application.
If this is happening on your Mobile app, send us details about your device:
- Android, iOS, or Windows.
- Device model and OS version: for example, iPhone 13 with iOS 16.5
- This happens in all devices or just a few of them?
- This happens only in one OS type or in all of them?
If this is happening in the Roled Based Application:
- What browser are you using?
- Do you get the same behaviour after using a different browser?
- Do you get the same behaviour after clearing the browser cache?
Collect Maximo Logs
Depending on the problem, you can also collect Maximo logs to help with the problem determination and root cause analysis.
If an error happens when the Mobile app is trying to get or send any data to Maximo (for example in transactions, download or login) this is also required for the troubleshooting.
But if an error happens only in a Mobile feature (for example, trying to open the camera, an unresponsive button) these logs are not required as the first set of evidence, but can be requested in the future by our support team.
Steps collect the Maximo logs and the correct log level:
- Login on 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 SystemOut and the SystemErr with the same time stamp when you reproduce the error.
More details about where to get the Maximo logs can be found in this doc:
https://www.ibm.com/docs/en/mam/7.6.1.2?topic=product-managing-log-files
If you are using Manage, you can use the same loggers and log level, but you need to collect the logs from your Manage pod.
More details about where to get the Manage logs can be found in this doc:
https://www.ibm.com/docs/en/maximo-manage/continuous-delivery?topic=administering-log-management
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NOTE: If required, support can request other loggers and a more detailed log level, called “DEBUG”, but because this option can impact the server performance, the first set of data as “INFO” is a good start.
To help with the analysis you can also send any other details about your environment that you believe will be appropriate for support to be aware of.
Related Information
Product Synonym
mobile; mobile for eam;
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Document Information
Modified date:
06 December 2024
UID
ibm16999335