How to Report IMC Issues

8/21/2019 How to Report IMC Issues

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How to report IMC issues to Level 3

Support

Version 7.3 June 2011

Summary

Tis

!o"ument e#plains te in$ormation re%uire! &y Level 3 support to

investi'ate IMC issues.

Tere are $our se"tions(

) Customer *etails) +ro&lem Type( , list o$ "ommon pro&lems) Initial -esponse Ce"list( te type o$ in$ormation re%uire! to

analy/e some "ommon pro&lems) Steps !es"ri&in' ow to 'ater te in$ormation.

Customer *etails

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CSS um&er

n! 4ser "onta"t

name

n! 4serTelepone

n! 4ser e)mail

n! 4ser

"ompany

n! 4ser a!!ress

n! 4ser

e#pe"tations

5H6 65S

C4ST6M-

Level 2 or Level 3


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Se"tion 1.

Se"tion 1. +ro&lem Type

8in! te "ustomer pro&lem type in te ta&le &elow to use in te

"e"list.

+ro&lem Type *es"riptionDevice Operation An IMC operation done to

a device, by selecing a

device eg. backupIMC Operation An IMC operation which

requires additional

processing by IMC, or

e!a"ple Peror"ance

#tatistics

Database $rror %he user interace or logsshow database

connectivity errors or

others, eg Database

Access $rror&'eature error A proble" in an IMC

eature, eg topologyInstallation Installation

%opology %he "ap and links

between devices#ecurity #ecurity, authentication

or (AM, $AD, inode

Modules

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Se"tion 2. -esponse Ce"list

Te response "e"list "ontains te in$ormation re%uire! $or ea"

pro&lem type.

Man!atory

In$ormation

+ro&lem

Type

Ce

" 1. 4p'ra!e IMC so$tware to latest

version

,ll

2. 4p'ra!e a'ent to latest version *evi"e 9 IMC

operation3. nvironment( 6S an!

S:L;6ra"le versions an!

pat"es9 J,V, version

,ll


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1 level lo'

?les

6n re%uest

Se"tion 3. Steps

1. 4p'ra!e IMC so$tware to latest version

Latest so$tware version $or all IMC pro!u"ts is availa&le $rom My

etworin' to all as warranty so$tware.

2. 4p'ra!e a'ent to latest version.IMC is optimise! to use te latest a'ent version9 so up'ra!e te

a'ent usin' te latest version on te we&site. I$ tis is not

possi&le9 atta" a'ent version an! "on?'uration. Issue CLI

"omman! !isplay !ia' on a'ent an! atta" te output. 8or 3r!

party !evi"es9 atta" !evi"e "on?'uration an! version.

Ce"list

3. nvironment( 6S an! S:L;6ra"le versions an!

pat"es9 J,V, version9 availa&le !is spa"e.

ote. 8rom @.0 servi"e pa" 19 tis in$ormation is availa&le in

te lo'9 see se"tion


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Ce" version o$ 6peratin' System an! *ata&ase is supporte!

an! as !es"ri&e! in pro!u"t release notes. +ay parti"ular

attention i$ te 6S is 32 or A< &it.Many 'i' o$ availa&le !is spa"e must &e availa&le. +lease "e"

te !o"ument iMC *eployment an! Har!ware Con?'uration

S"emes in te !o"umentation pa".Ce"list


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) IMC plat$orm server ) server1 ) I+ 10.10.10.1) IMC 4,M server ) server 2 ) I+ 10.10.10.2) IMC remote !ata&ase server ) server 3 ) I+ 10.10.10.3

A. Ce" !ata&ase installation

Te latest !ata&ase installation !o"umentation is availa&le $romte ;manual $ol!er witin te IMC so$tware.

Veri$y !ata&ase is installe! "orre"tly as !o"umente!9 provi!e

s"reensots as !es"ri&e! in te S:L Server Con?'uration

Mana'er win!ow in te !o"umentation.

For remote database installations, verify the SQL client has been installed on the IMC

server.

Ce"list

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7. Ce" all pro"esses are runnin'I!enti$y i$ tere are any sta&ility pro&lems9 try to restart any

pro"esses tat ave stoppe!.

Ce"list

B. 6peration !etailTe operation !etails soul! in"lu!e te s"reensots o$ te steps

lea!in' to te pro&lem. It soul! in"lu!e all input an! output9

in"lu!in' te "on?'uration !one &y te "ustomer. Te s"reensots

are re%uire! also i$ te "ustomer as not ma!e any mo!i?"ations

an! is usin' te !e$ault settin's.Ce"list

. *evi"e "on?'uration9 pa"et "apture o$ operation

&etween IMC an! !evi"e

I$ te pro&lem is restri"te! to a !evi"e or !evi"e type9 te !evi"e"on?'uration nee!s to &e provi!e!. In a!!ition9 use an

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appli"ation su" as 5iresar 9 repro!u"e te pro&lem an! ten

"apture pa"ets &etween IMC an! te !evi"e9 usin' SM+ V1. I$

usin' SM+V39 provi!e SM+ V3 "on?'uration to ena&le

!e"o!in'.

Ce"list

10. netstat )&.

ote. 8rom IMC @.0 servi"e pa" 19 tis in$ormation is

availa&le in te lo'9 see se"tion


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11. etstat )ano

ote. 8rom IMC @.0 servi"e pa" 19 tis in$ormation is availa&le in telo'9 see se"tion


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3 Close down the applications using the port needed by IMC.4 #tart IMC.

I the proble" persists, collect the 5I6#%A778DI9:client:con:http.properties; ,theoutput o netstat ano while IMC is not running, and the screenshot o +indows

Manager showing the PIDs.

Ce"list

12. 4,M9 ,* settin's9 "olle"t ino!e in$ormationCe"list

'ollow the instructions in the docu"ent below.

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IMC (AM


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1


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1A. na&le "lient monitorin'

To !e&u' a slow IMC we& pa'e() Start)run)"m!) IMCIST,LLO"lientO&inOtmonitor.&at

) lo' on an IMC "lient runnin' on te same server as IMC9a""ess te slow pa'e

) wait $or @ minutes9 an! stop tmonitor.&at usin' CtrlQC) sen! te IMCIST,LLO"lientOlo'OtmR.lo' to H+

Ce"list

17. Colle"t =*G4> level lo' ?les only on re%uest

*G4 level "an &e ena&le! $or $urter !e&u''in' i$ re%ueste! &y

n'ineerin'9 owever ena&lin' tis mo!e "onsi!era&ly slows

!own IMC9 te tresol! must &e reverte! to I86 a$ter te test.

IMC "lient !e&u''in'

Mo!i$y te property ?le

IST,LL*I-OiMCO"lientO"on$Olo'


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Meto! 2 Euse lo'set $rom *6S "omman! lineF(

"! KIMC installOiMCOserverO&instartenv.&at

KIMC installOiMCOserverO&inlo'set

4sa'e(

lo'set )p+ro"I* )lLevel

+ro"I*( pro"ess i!

1))netres!m

Documents

How to Report IMC Issues