Support

The following table provides information about the files CA Support may need to assist you efficiently:

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)