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Information and log files to provide when reporting issues to BMC Support

When you report an issue to BMC Support regarding the transfer of data through the BMC TM ART Adapter, you are typically asked to provide the following information and files:

Resource

How to obtain

support.xml file from BMC TM ART Central

In BMC TM ART Central, select Help > About > Support file > Generate support XML-file.

BMC ProactiveNet version

In the product interface, click About.

BMC TM ART Adapter debug logs:

  • DetailDiagnostics.log
  • TMARTAdaptor.log
  • TMARTAdaptorDataCollector.log
  • TMARTAdaptorDataCollector2.log
  • TMARTAdaptorAutoDiscovery.log
  • TMARTAdaptorDemandPoll.log

See Controlling-and-reviewing-debug-logs.
The created log files are stored on the BMC ProactiveNet Server, in the installationDirectory\pw\pronto\logs\debug directory.

(If you suspect that the problem is in BMC ProactiveNet) BMC ProactiveNet logs:

  • ProactiveNet.log
  • ProactiveNetAgent.log

The log files are stored on the BMC ProactiveNet Server, in the installationDirectory\pw\pronto\logs directory.

Warning

Note

To ensure that the logs include information about the issue, reproduce the issue before activating the debug logging. In addition, ensure that BMC TM ART is scheduled to run a data collection cycle and keep logging for two or three collection cycles (taking into account both the BMC TM ART Central interval and the BMC TM ART Adapter interval).

 

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BMC ProactiveNet 9.6