Collecting diagnostics

Before contacting BMC Customer Support, gather as much of the following information as possible to help Customer Support troubleshoot the problem.

• The version of

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  Platform that you are using, found in the following locations:
  • To the right of the BMC logo on the Grid Manager splash screen
  • In the version.txt file located in the root directory of the CDP installation

  • In the name of the installer executable used to install the

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    Platform

    Note

    All of the platform components (CDPs, APs, LAPs,

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    Development Studio) must be the exact same version. You cannot use

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    Development Studio version 7.7.01 with a version 7.7.02 CDP, for example.

• The version of

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  Content version that you are using

  Note

  If your query relates to a standard adapter or module, you must also indicate the version number you are using.

• Identify on which operating system you are running your peers
   For example: Windows Server 2008 R2 64-bit

• Identify on which operating system you are running 

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  Development Studio

• Identify whether you are running your components on virtual or physical platforms

• For faults and unexpected behavior, provide logs relevant to the time the issue occurred. These can include 

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  Development Studio logs or logs from your peers; in both cases, grid.log and processes.log might be useful.