What to do before opening a case with Unified Infrastructure Management support.

Document ID : KB000009906
Last Modified Date : 14/02/2018
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Introduction:

Frequently, it is possible to resolve the issue you are seeing in Unified Infrastructure Management (UIM) without needing to open a case with support. Doing so will often save time.

Below are some general troubleshooting steps that can be attempted prior to contacting support. 

 

**NOTE! Before making any changes or restarting any part of the environment make sure you have a complete backup of the system and the Database** 

Environment:
Unified Infrastructure Management, any release.
Instructions:

General troubleshooting steps

  1. Deactivate/Activate the probe.
    1. Determine the probe or other part of the system that is experiencing the issue. 
    2. Deactivate the probe.
    3. Wait a few seconds for the port and PID to become blank.
    4. Activate the probe. 
    5. Check to see if the issue is resolved.

  2. Restart the robot. 
    1. Stop the "NimbusWatcherService". 
    2. Wait 1 minute.
    3. Start the "NimbusWatcherService".  
    4. Check to see if the issue is resolved. 

If the issue still exists, please open a case at support.ca.com and provide the following information.
Providing this information helps to expedite your case and will help the engineer to reach a speedy resolution. 

  1. Detailed description of problem that is occurring. Please include the following in your description.
    1. Version of UIM and probe that is having the issue.
    2. Probe or part of UIM that is malfunctioning.
    3. Any error messages that show up before, during or after the issue occurs. 
    4. Detailed description of how to recreate the issue. 
    5. How long has the issue been occurring. 
    6. How many devices/users are being affected. 

  2. Upload the .cfg files from the affected probes. 
    1. Most .cfg files can be found in the <Nimsoft Directory>/probes/<probe name>.

  3. Set the log level to the appropriate settings and upload the log files to the case. 
    1. If the issue is with the hub, controller or nas set the log level to 3 and log size to 20000.
    2. If the issue is with any other probe set the log level to 5 and log size to 10000. 
    3. Recreate the issue. 
    4. Gather the log file from the file system. 
      1. Most log files can be found in the <Nimsoft Directory>/probes/<probe name>.
    5. Upload it to the case. 

  4. Screen shots of the problem. 
Additional Information:

Remember you can also search for a solution within our communities site, at communities.ca.com, and within the documentation for UIM, https://docops.ca.com/ca-unified-infrastructure-management/8-47/en , as well as in the documentation for the
UIM Probes, https://docops.ca.com/ca-unified-infrastructure-management-probes/en .