Collecting Data for IBM Content Collector product problems

Answer

The information that you send, detailed below, helps IBM Software Support understand your environment and type of problem. Because the support team usually needs this information anyway, sending the information with your request expedites the problem analysis and resolution process. Even if you have already contacted support, continue to collect the data.

First describe the problem and your system environment, then collect the data appropriate to your problem.

General Information

Problem Description

• What messages do you see and where do they occur?
• Is the problem reproducible? If it is reproducible, describe in detail the steps you have taken to reproduce the problem.
• When did you start seeing this problem?
• How frequently does the problem occur?
• What type of system is the product running on (such as production, development, test or QA, staging)?
• Have you made any recent changes to the system?
• Is any other software running on the same computer as IBM Content Collector and its prerequisite products?
• What messages appear in the system Event Logs?
• How does the problem impact your business?

• Provide the following system details:
• Operating system type and version, including patches and service pack levels.
• IBM Content Collector version, fix pack level, and any test fixes or Limited Availability (LA) fixes.
• Source system type and version (such as Domino 8.0, Exchange 2007, or File System) and fix pack level.
• Target repository type, platform, and version (such as IBM Content Manager 8.4 on AIX, P8 FileNet 5x.x, or File System), and fix pack level.
• Is IBM Content Collector installed on a single node or multiple node environment?

• Under the heading that best matches the type of problem you are experiencing, collect the specified files and other data. In some cases, you need to run your system to collect data after changing your log settings.
• In the sections below, IBMAFUROOT represents the directory that you installed IBM Content Collector in. For example: C:\IBM\ContentCollector
• In the sections below, %TEMP% represents the directory that the TEMP environment variable points to.
• In the sections below, Outlook-Web-Access-install-dir represents the directory on the IIS server that you installed IBM Content Collector Outlook Web Access in.
• In the sections below, ICCINDEXER represents the directory that you installed IBM Content Collector Indexer in on the IBM Content Manager Library Server. For example: C:\Program Files\IBM\ICCIndexer on Windows or /opt/IBM/ICCIndexer for Linux and UNIX:
• In the sections below, VERITY represents the directory that you installed the FileNet P8 Index Server. For example: C:\Program Files\FileNet\
• In the sections below, FileNet represents the directory that you installed the FileNet P8 Content Engine Server. For example: C:\Program Files\IBM\WebSphere\
• In the sections below, %UserProfile% represents the directory defined by the USERPROFILE environment variable

• Installation/Upgrade
• IBMAFUROOT\IBM_Content_Collector_InstallLog*.log
• IBMAFUROOT\msi\*.log

• Configuration Manager
• Set the environment variable AFU_ADVANCEDEMAILCONFIG=1
• Restart Configuration Manager, then collect the following files:
• %TEMP%\AdvancedEmailConfig.component_name.log
• %TEMP%\AdvancedEmailConfig.component_name.xml
• For example, AdvancedEmailConfig.connector.xml

• Configuration Web Service
• From Configuration Manager > General Settings > Web Application, select the Log Settings tab and set Log level to "Trace". The default directory to find the log files is:
• IBMAFUROOT\AFUWeb\afuInstallLog.txt
• IBMAFUROOT\AFUWeb\afu\logs\*
• Embedded WebSphere Application Server log files and Web application start up errors default directory: IBMAFUROOT\AFUWeb\profiles\AFUWeb\logs\afuServer\*

• Search Application, Retrieval
• From Configuration Manager > General Settings > Web Application, select the Log Settings tab and set Log level to "Trace". The default directory to find the log files is:
• IBMAFUROOT\AFUWeb\afu\logs
• Enter this command in a client web browser:
• https://<your_AFUWebApp_Server>:11443/AFUConfig/Configuration?type=ibm.ctms.configWebService&unique=default
where <your_AFUWebApp_Server> is the host name of the machine on which you installed the IBM Content Collector Web application. If the Web Application Server is able to access the configuration database, an XML document is returned that contains the settings of the Configuration Web Service. Depending on the Web browser that you use you might be asked to open or save the resulting XML document. Save the file and supply it.
• Export the search_config.xml and search_mapping.xml files and supply those using this procedure:
• From Configuration Manager > General Settings > Archived Data Access, select Archived Data Access for E-Mail in center pane.
• Click the Export button in the lower part of the right pane under the section that says Configuration. Name the file search_config.xml and save the file to the desktop.
• Click the Export button in the lower part of the right pane under the section that says Archive Mapping. Name the file search_mapping.xml and save the file to the desktop.
• For Outlook Extension:
• C:\Documents and Settings\USERNAME\Local Settings\Application Data\IBM\ContentCollector_OutlookExtension\afuconfig.xml
• C:\Documents and Settings\USERNAME\Local Settings\Application Data\IBM\ContentCollector_OutlookExtension\afuOEaddin.trc

• Archiving
• On the primary IBM Content Collector server, open Configuration Manager, and select from the Menu Item: Tools > Task Route Service Configuration > Task Route > Log level and select "Trace 2 (verbose logging)" and select OK to save changes.
• From Configuration Manager > Connectors, select the source connector you are using and set Log level to "Trace" or "Trace 2 (verbose logging)" as appropriate to the source connector.
• Repeat the previous step for your target repository connector and set Log level to "Trace 2 (verbose logging)" as appropriate to the source connector.
• Collect the following logs:
• IBMAFUROOT\ctms\log\*
• IBMAFUROOT\ctms\log\SUPPORT\* (if it exists)
• IBMAFUROOT\ctms\audit\*
• IBMAFUROOT\\notesdata\IBM_TECHNICAL_SUPPORT\* (if it exists)
• Collect Screen shots of the task route configuration from Configuration Manager
• Export the Task Route used with the following options selected: Structure and definition: Include environment specific configuration

• Restore
• On the primary IBM Content Collector server, open Configuration Manager, and select from the Menu Item: Tools > Task Route Service Configuration > Task Route > Log level and select "Trace 2 (verbose logging)" and select OK to save changes.
• From Configuration Manager > Connectors, select the source and target connector you are using and set Log level to "Trace" or "Trace 2 (verbose logging)" as appropriate to the source connector.
• Repeat the previous step for your target repository connector and set Log level to "Trace 2 (verbose logging)" as appropriate to the source connector.
• From Configuration Manager > General Settings > Web Application, select the Log Settings tab and set Log level to "Trace".
• Collect the following logs:
• IBMAFUROOT\AFUWeb\afu\logs
• IBMAFUROOT\ctms\log\*

• Outlook Web Access
• Outlook Web Access Extension:
• Outlook-Web-Access-install-dir\AFUOWAExtension\configOWA.trc
• Outlook Web Access Services:
• Outlook-Web-Access-install-dir\logs\afuowa.trc
• Outlook-Web-Access-install-dir\logs\afuowaconfigs.trc
• C:\Inetpub\wwwroot\afuowa\owaapp.log

• Metadata Form
• Collect the following logs:
• IBMAFUROOT\ctms\log\afu_formconnector_trace_*.log
• IBMAFUROOT\ctms\log\afu_formconnector_sysout_*.log
• IBMAFUROOT\ctms\log\afu_formconnector_event_*.log
• IBMAFUROOT\derby\10.3.3.0\bin\afu_derby_err.log
• IBMAFUROOT\derby\10.3.3.0\bin\afu_derby_out.log
• IBMAFUROOT\derby\10.3.3.0\bin\derby.log
• Collect the following configuration file:
• IBMAFUROOT\derby\10.3.3.0\bin\derby.properties
• Collect Screen shots of the following screens in the Configuration Manager:
• Connectors > Metadata Form
• General Settings > Metadata Form Template
• General Settings > Metadata Form Definition
• General Settings > Metadata Web Application
• General Settings > Client Configuration

• SMTP Receiver
• Collect the following logs:
• IBMAFUROOT\james\james-2.3.2\logs
• IBMAFUROOT\james\james-2.3.2\apps\james\logs
• Lotus Notes Client Extension
• Set the following environment variable: IBMAFU_NOTESDATABASE_HOOK_LOGLEVEL = 0 or 1 or 2 (0 provides the least details and 2 the most details)
• Enable client tracing in the Lotus Notes client by selecting Action > IBM Content Collector > Enable or Disable Tracing from the menu of the Lotus Notes ICC Content Collector menu
• Collect the following logs:
• %UserProfile%\IBM\ContentCollector\ICCNotesClientInfo.log
• %UserProfile%\IBM\ContentCollector\afu_notes_database_hook.log
• Outlook Web Access (OWA)
• Collect the following logs from the IIS server:
• Outlook-Web-Access-install-dir\AFUOWAExtension\configOWA.trc
• Outlook-Web-Access-install-dir\logs\afuowa.trc
• Outlook-Web-Access-install-dir\logs\afuowaconfigs.trc
• C:\Inetpub\wwwroot\afuowa\owaapp.log
• Indexer
• IBM Content Manager
• Collect the following logs from the IBM Content Manager Library Server:
• ICCINDEXER\IBM_InfoSphere_*.log
• ICCINDEXER\cfg\afuIndexerTrace.properties
• ICCINDEXER\GenDir\log\*
• P8 Verity
• Collect the following logs from the P8 Content Engine Index Server
• VERITY\ContentEngine\verity\data\services\<index_server name>\log\status.log
• FILENET\AppServer\profiles\AppSrv01\FileNet\server1\p8_server_error.log
• FILENET\AppServer\profiles\AppSrv01\FileNet\server1\p8_server_trace.log