Troubleshooting information to give support

Before contacting BMC Software Customer Support, perform the following tasks:

• Describing your configuration

• Verifying permissions

 Describing your configuration

To describe your configuration, answer the following questions:

1. What version of the KM are you installing?
2. Is it a new installation or an upgrade of an existing installation?
3. What is the version of WebLogic Server in use?
4. What is the version and type of the operating system of the WebLogic host machine?
5. What version of PATROL Agent is being used?
6. What type of PATROL Console is being used (NT, UNIX)?
7. Have you been able to start the WebLogic Admin console using the same login parameters as in the WebLogic KM registration screen?
8. Is the WebLogic Admin server instance up and running?
9. Has the KM been installed on both the PATROL Console machine and the WebLogic Admin server?

Verifying permissions

To characterize your configuration, answer the following questions:

• Have you verified that PATROL has recursive read access to the entire WebLogic?
   If not, use the local user name and password in the configuration screen.
• Have you verified that the files in $PATROL_HOME/../srp are recursively readable for the world?
• Have you verified that the subdirectory $PATROL_HOME/../srp is writable to the world?