Files to Aid Technical Support

When you contact our support department for help, they will need information about your issue and your system. The following table lists typical problem areas and the related files that the support staff might ask for when troubleshooting your issue. To help them resolve your issue more efficiently, please be prepared to provide the related files.

Possible issue Useful information
Agent startup

  • Agent logs

  • SMGR logs (in case SMGR is used to start the component)
Agent crash
  • Agent logs

  • OS Memory Dumps (Windows and UNIX) and System logs (eventviewer on Windows & dmesg / syslog / and so on, on UNIX)

    Note: Ensure 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 / and so on, on UNIX)

    Note: Ensure 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 CA Automic logs too as Application Server logs.
Privileges (for example: 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 Automation Engine 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)