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CA Fast Track Support
Unified Infrastructure Management (UIM) Troubleshooting Guide and Checklist

Last Updated: December 01, 2016

This document is a checklist of items that need to be collected as well as a set of general trouble shooting steps that need to be completed before engaging UIM (Nimsoft) Subject Matter Experts for assistance using Fast Track Support.

Most used Knowledge Base articles by Support:

If solution was not found in the Knowledge Base, documentation, or the communities, the following items need to be completed and collected before the “Fast Track” case is created. 

  • Complete appropriate troubleshooting steps

    • Verify there is a good working backup of the system in case there is a need to rollback
    • Review change and release management logs
      • Whenever possible, determine whether changes have been made to the system or environment (AMS has dependency on the OD infrastructure team)
        • Upstream, Downstream, OS, Network, hardware, fiber, hubs, routers, security, etc
    • If troubleshoot has to be done on the production environment, ensure the system and all of its DB’s have been backed up in their entirety before starting troubleshooting process
    • UIM Specific trouble shooting steps
      • Update to the latest version of probe and robot.
      • Make sure system is up to date on all patches from OS vendor
      • Trouble shooting steps monitoring probes (IE CDM, process, sqlserver):
        • Update to the latest version of problem probe.
        • Try deleting the probe after making a backup, remove the folder and do a clean install
        • Set the problem probe loglevel to 5 and logsize to 35000 (some logsize may need to be added via raw config)
        • Set the local controller loglevel to 3 and logsize to 5000
        • Restart the robot and recreate the problem
        • Upload the following to the case for review
          • From Problem probe
            • probe.cfg
            • probe.log
            • _probe.log
            • Name of profile or checkpoint that is an issue
            • Date and time of issue
            • Screen shot of issue
            • Probe version
            • Monitoring Target Type and version
          • From problem robot
            • Robot.cfg
            • Controller.log
            • Robot version
            • Os type and version
      • Trouble shooting steps CORE probes (IE HUB, data_engine, WASP, NAS):·   
        • Update to the latest version of problem probe.
        • Set the problem probe loglevel to 3 and logsize to 35000 (some logsize may need to be added via raw config)
        • Set the local controller loglevel to 3 and logsize to 5000
        • Restart the robot and recreate the problem
        • Upload the following to the case for review
          • From Problem probe
            • probe.cfg
            • probe.log
            • _probe.log
            • Name of profile or checkpoint that is an issue
            • Date and time of issue
            • Screen shot of issue
            • Probe version
          • NOTE:
            • Issue with WASP will require both the wasp.log and portal.log
            • When dealing with hub communication make sure to get both hub log files and configuration files as well as both controller log files and configuration files.
            • When dealing with alarms try disabling Alarm_enrichment, preprocessing rules and AO to narrow down issue.
          • From problem robot
            • Robot.cfg
            • Controller.log
            • Robot version
            • Os type and version
    • Provide the results of troubleshooting steps taken
    • Collect any logs as outlined in troubleshooting Guides so they can be attached to case if needed.
    • Provide detailed steps on how the issue is recreated.
    • Make sure to test the problem from multiple viewpoints IE:
      • From multiple work station
      • In multiple browsers and version
      • Pointing at multiple
    • Provide business impact
    • Review the log files for any error message or failure messages.
      • If the message is being returned from another source IE LDAP, database, Monitored device, check with admin for the target and get input on the error or problem.

If issue is still not resolved, please log a “Fast Track” case including the following completed checklist in the case activity:

Customer Details

  • Customer Name:
  • Customer Site ID:
  • Customer Type (On-Demand or On-Premise):
  • Product Name:
  • Product Version:
  • Product Patch Level:
  • Customer environmental detail (if On Premise):
    • Note: Be sure to include vendor/version for each: Database, Server, 3rd Party apps (CABI, JAVA, etc…), Browser

Analyzed Summary:

  • Complete problem statement:
  • Logs collected during troubleshooting:
  • If CA Remote Engineer is available, please use and provide the output logs gathered:
  • Steps to Reproduce (STR) / Steps Attempted to Reproduce (Step 1., Step 2., Step 3., etc.):
  • Expected Results:
  • Actual Results:
  • Application URLs / Credentials:
  • Details of Special Circumstances:
    • including unique application settings, configurations, upgrade from and to versions, applicable logs, traces, screenshots, etc. attached to the ticket, etc…
  • Details of replication:
    • including URL/credentials for either customer dataset and/or where the issue was replicated on generic data.

Business Use Case:

  • What are you attempting to achieve, how and why?

 

*** BACKLINE SUMMARY ***

--- Environment & Product Integrations (product versions…) ---

--- Problem Summary ---

(The Problem Description focuses on the technical details of the specific situation being encountered)

--- Steps to reproduce (detailed) ---

--- Actions Taken ---

--- Attached log/cfg ---

--- Additional Info ---

--- Business Impact (will need to define) ---

(The Business Impact focuses on the commercial losses or service degradation a customer or the customer's customer is experiencing as a result of the technical problem.)

(--- Question ---)