IBM Support

Collecting Data: Read first for Maximo Asset Management

Troubleshooting


Problem

For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.

Resolving The Problem

Collecting data early, even before opening the PMR, helps IBM Support quickly determine if:

  • Symptoms match known problems (rediscovery).
  • There is a non-defect problem that can be identified and resolved.
  • There is a defect that identifies a workaround to reduce severity.
In the event of a code defect, locating root cause can speed development of a code fix.

Collecting Data: Readme first table of contents:

Gathering general information
Manually gathering general information

Gathering component specific information

Submitting information to IBM Support



Gathering general information
For IBM Maximo Asset Management V7 or later, you can use the IBM Support Assistant (ISA) to capture general information. Alternatively you can use the ITM collector tools or manually capture general information from the environment.

For IBM Maximo Asset Management V7 or later, you can use the IBM Support Assistant (ISA) Lite to capture general information. ISA Lite is an offering that contains just the data collector component of ISA.

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Since IBM Maximo Asset Management is made up of many components it is possible that you will need to collect information from more than one component and system to isolate and correct an issue.

Manually gathering general information

For all Maximo related issues please gather the following information and files. This information should then be provided to IBM Maximo Support. NOTE: The information provided here is general in nature and is required for all PMRs to help us understand your environment. Depending on the information we receive, additional information may need to be requested including changed log settings and configuration files.

General
Please answer as many of the following questions as possible:
1) Describe details of the issue. Is it reproducible, is it happening to all users or to specific users or
specific user workstations?
2) Is this a new or re-occurring issue?
3) When did the issue start happening?
4) What was being done at the time of the problem?
5) How often has the problem occurred?
6) Were any changes made to the environment prior to the start of the issue? If yes, what
change(s)?
Examples include upgrades, customizations, configuration changes, and security changes
7) What is a measurable factor you would use to determine an acceptable solution?
8) Please include the type of environment such as·
Development, Test, Training, QA, Production, Etc…
9) Is this issue effecting a near term deadline, deployment, or go-live? If so, please provide
specifics
10) Have you accessed the product documentation provided in the information center and/or help
system?


Application Configuration Information
Please collect the following data and information
1) Application Version Information. Please select one of the following methods:
a. Verison 7 execute:
{maximo_home}/maximo/application/maximo/version.bat >versioninfo.txt

b. Select “Help/System Information”


Capture the screen as shown below



c. If not included in the help information please include any hotfixes applied to this
environment

d. If exists, {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat
execute {maximo_home}/maximo/tools/maximo/LATestFixReportWriter.bat >
lafix.txt


2) Application Server configuration files
If WebSphere - collect all instances of the following file on all servers:
      a. {WebSphere home}\WebSphere\AppServer\profiles\<profilename>\config\cells\<cell
name>\nodes\<node name>\servers\<servername>\server.xml

b. {WebSphere home}\WebSphere\AppServer\profiles\<profilename>\config\cells\<cell
name>\<cluster name>\cluster.xml

If WebLogic - collect the config.xml from each physical server or VM
bea\user_projects\domains\{domain_name}\config.xml

3) Application configuration files:
a. maximo.properties and db export
{maximo_home}/applications/maximo/properties/maximo.properties

connect to the maximo database via a SQL tool and save the output from
the following:
select * from maxpropvalue order by propname

b. logging.properties
connect to the maximo database via a SQL tool and save the output from
the following:
select * from MAXLOGAPPENDER

c. web.xml
{maximo_home}/applications/maximo/maximouiweb/webmodule/WEB-INF/web.xml

d. application.xml
{maximo_home}/applications/maximo/META-INF/application.xml

4) Application Logs
Connect to the maximo database via a SQL tool and run
select * from maxlogappender
and include the files named in the filename column of the output

5) URL used to access application
Example: eamserver.mycompany.com/maximo

6) Using the Maximo Enterprise Adapter or Integration Framework?
Connect to the maximo database via a SQL tool and send the output from the following
select count(*) from maxextsystem where enabled=1
(if the count > 0 then MEA is enabled)

7) Using Workflow?
Connect to the maximo database via a SQL tool and send the output from the following
select count(*) from WFPROCESS where enabled = 1
(if count > 0 then using Worrkflow)

8) Using cron tasks and/or escalations?

9) Any 3rd Party Add-ons Installed? If yes, which ones and versions
Examples include TRM Rules Manager, Syclo Mobile

10) Has Maximo been customized? If yes, what types of customizations
Examples include Java extensions, database configurations, screen changes
V7.5 - Run the Customization detection tool and send the report - https://www-304.ibm.com/software/brandcatalog/ismlibrary/details?catalog.label=1TW10MA4S

11) Average concurrent users

12) Peak time concurrent users

13) Is the application running on a virtual server

14) Are there any dedicated JVMs for cron tasks, escalations, reports, or interfaces
If yes, what is the role of the JVMs and how many

15) Database platform and version (DB2, Oracle, SQL Server)


Typical Client Workstation Information
1) Operating System, memory and CPU
Right-click “My Computer” and select properties

For best client information at the command prompt execute:
"C:\Program Files\Common Files\Microsoft Shared\MSINFO\MSINFO32.EXE" /report clientinfo.txt

This runs in the background and may take 5 minutes or more to complete. The file will not appear until the process is complete. Include the resulting file.

2) JRE version.
At a command prompt execute:
Java –fullversion >clientjavainfo.txt

3) Browser type being used, version and patch level
In the browser select “Help/About”

Authentication Information
1) Application Server / LDAP Authentication Enabled? If Yes:
a. Synchronization used: VMMSYNC, LDAPSYNC, or None?
b. Which Directory Server: Active Directory Server or Tivoli Directory Server?

2) Single Sign-On (SSO) enabled?

Network Topology Information
1) Are some clients connected through Citrix or Terminal Server

2) User locations in relation to the application server


Gathering component specific information
If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:

View all Collect Data documents.


Components, Symptom or Description
Collecting Data
Maximo Performance/StabilityReference # 1313341
Maximo LDAPSYNC/VMMSYNCReference # 1405911
Maximo 7 InstallationReference # 1405872
Upgrades (4-5, 5-6, 6-7)Reference # 1315860
Maximo 7 Integration FrameworkReference # 1393908
Maximo LDAP Configuration for Maximo 7Reference # 1393173
Maximo Work CenterReference # 1985998
Maximo 7 LogsReference # 1393941
Maximo 6 Enterprise AdapterReference # 1403827
Work Order Tracking ProblemsReference # 1308555
Purchase OrdersReference # 1682031
Purchase RequisitionReference # 1688087
InvoiceReference # 1688251
InventoryReference # 1683864
Maximo Inventory UsageReference # 1676160
Maximo ReceivingReference # 1683363
Preventive Maintenance Related ProblemsReference # 1308551
DomainsReference # 1313518
E-Mail ListenerReference # 1515285
DOCLINKSReference # 1611214
Conditional UIReference # 1667884
CrossoversReference # 1667887
Automation ScriptingReference # 1635093
Mobile Work ManagerReference # 1316338
Maximo AnywhereReference # 1987775
Maximo EveryPlaceReference # 1659662
Maximo ITM agent for Maximo 6 and 7Reference # 1461891
Maximo SchedulerReference # 1661225
Maximo SpatialReference # 1636667
Maximo Health, Safety and Environment ManagerReference # 1659821
Maximo NuclearReference # 1667539
Maximo for UtilitiesReference # 1646040
Maximo for TransportationReference # 1645905
Asset Configuration ManagerReference # 1645906



Submitting information to IBM Support
After a PMR is open, you can submit diagnostic data to IBM.
  • If using ESR, update the PMR to indicate that data has been sent.



Recent change history
  • 14 July 2008: Created document
  • 4 May 2009: Added 5 documents
  • 1 Oct 2009: Added 2 documents, changed title of 1
  • 30 Oct 2009: Added 4 documents, included ISA Lite
  • 9 Aug 2010: Added General Config Information and organized table
  • 22 Oct 2013: Moved some data to performance technote and updated table
  • 19 March 2014: Removed version 5 and 6 information

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Document Information

Modified date:
17 June 2018

UID

swg21313647