Technical Support

The table below provides more information on the files the Technical Support team may need to assist you efficiently:

Possible issue Useful information
Agent start up
  • Agent logs
  • SMGR logs (in case SMGR is used to start the component)
Agent crash
  • Agent logs

  • OS Memory Dumps (Windows and Unix) and Systemlogs (eventviewer on Windows & dmesg / syslog / etc. on Unix)

    Make sure that the automated dump file generation is enabled.

  • SMGR logs (in case SMGR is used to start the component)
Job & other task issues
  • Job information: XML export of the object and its dependencies, 'Job Details' window, Job reports and execution history (Statistics)
  • Messages
WP/CP start up
  • Server logs (CP / WP)
  • SMGR logs (in case SMGR is used to start the component)
WP / CP crash

  • OS Memory Dumps (Windows and Unix) and Systemlogs (eventviewer on Windows & dmesg / syslog / etc. on Unix)

    Make sure that the automated dump file generation is enabled.

  • Server logs (CP / WP)
  • SMGR logs (in case SMGR is used to start the component)
UI issues
  • UI logs: include Automic logs as well as Application Server logs.
Privileges (e.g. access denied,...)
  • Messages
  • Job information: XML export of the object and its dependencies, 'Job Details' window, Job reports and execution history (aka Statistics)
General performance issue
  • Server logs (CP / WP)
Performance issues on AE tasks
  • Job information: XML export of the object and its dependencies, 'Job Details' window, Job reports and execution history (Statistics)
Utilities
  • Utility logs & all input and output files.
Agent-Agent or Agent- Server Connectivity issues
  • Agent logs
  • Server logs (CP / WP)