Default language.

Gathering information for support

In case you need to contact  support to troubleshoot issues with the product, it will help to have the following diagnostic information.

General information

Have the following general information available for all the components:

  • Hardware details.
  • Operating system vendor and version.
  •  version.
  • Server locale.
  • Available memory for the system.
  • Database vendor and version.

In addition, export configurations for the required component from the CCS form. Refer the knowledge article Remedy - Server - How can I export all my Centralized Configuration data into a single document? .

Collecting  information

 information

Log files stored in the


Configuration files

  • Number of servers in server group
  • Data exported from the rankings table
  • arerror.log
  • arapi.log
  • arsql.log
  • armonitor.log
  • arexception.log
  • ardebug.log

The log files are stored in the <Install Directory>\BMC Software\ARSystem\Arserver\Db folder.

  • The ar.cfg file, stored in the ARSystemInstallDir\conf\ folder. (The ar.conf file, stored in the ARSystemInstallDir/conf folder)
  • The armonitor.cfg file, stored in the ARSystemInstallDir\conf\ folder. (The armonitor.conf file, stored in the /etc/arsystem/ARServerID/armonitor.conf folder.)

Note

Some other log files may be required depending upon the issue reported.

Collecting  information

 server

  • version

  • Web server vendor and version
  • JSP engine vendor and version
  • Java version

  • log files

  • JVM memory settings
  • Proxy server information
  • Load balancer information/configuration
  • Is the  on the same machine as the (s)?
  • Browsers used to reproduce the problem (including version and operating system)

Have the config.properties file available if Support needs it to analyze your issues.

Collecting  information

If you have an issue with the

, prepare information for the  as well.

  • Email details
    • Details of  logs located at install directory/aremail/logs/email.log.

  • Configuration details
    • Incoming mailboxes
    • Outgoing mailboxes
    • Export data from AR system email mailbox configuration form.
    • Mail server details for example, exchange server and its version.
    • Export data from AR System Service Failover Ranking.

Have the following files available if support needs them to analyze your issues:

  • Log files
  • Registry export (found in: HKEY_LOCAL_MACHINE\SOFTWARE\Remedy)
  • emaildaemon.properties

Collecting  information

Have the following information available for the :

  • Information of the server used for installing the .
  • Assignment log files can help you identify functionality issues that might be encountered because the rules are not set up correctly or the processes are not configured correctly.
  • For more information on enabling  logs, see Configuring-the-Assignment-Engine-server-settings.

Collecting  information

Have the following information available for the :

  • Information of the server used for installing the .
  •  version displayed in Share:Application properties.
  • Ranking if used in a server group.
  • Is the  on same machine as the ?

Have the following  files available if support needs them to analyze your issues:

  • Log file for  debug logging (To turn on this log, go to the AP:Administrator form, and click the Server Settings link, and select Approval Debug Mode check box.)
  • Dispatcher log files if the requests are not been processed (To turn on dispatcher logging, add the Dispatch-Log-File parameter to the [ar.cfg (ar.conf)] file with the file name that you want to use.)

Collecting Data Import Tool information

Have the following information available for the Data Import Tool:

  • Information of the server used for installing the Data Import Tool
  • Java version
  • Import log files
  • Information about the  used with the Data Import Tool
  • JVM memory settings

Collecting BMC Atrium CMDB information

Servers used for  data import and reconciliation

  •  version
  •  version
  • Java version
  •  multi-server license
  •  Next Request ID Block Size
  • Number of configuration items planned
  • Additional virtual memory available
  • Additional database tablespace available

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*