After you collect diagnostic data about Lotus® Expeditor, you can analyze the data to try to identify the cause of the problem.
There are also tool add-ons you that can install to help you problem solve. The IBM® Support Assistant provides a tooling platform for users to easily download and use various problem determination and analysis tools at no charge. For descriptions of these tools, see http://www.ibm.com/software/support/isa/isa40/tools.html
. Note that for some types of data, such as certain types of trace files, data can only be analyzed by IBM Support. In these cases, the data should be submitted to IBM Support for analysis.
General steps for analyzing data include the following:
- Determine which data sources are most likely to contain information about the problem, and start your analysis there. For example, if the problem is related to installation, start your analysis with the installation log files (if any), rather than starting with the general product or operating system log files.
- Have a clear understanding of how the various pieces of data relate to each other. For example, if the data spans more than one system, keep your data well-organized so that you know which pieces of data come from which sources.
- Confirm that each piece of diagnostic data is relevant to the timing of the problem by checking timestamps. Note that data from different sources can have different timestamp formats; be sure to understand the sequence of the different elements in each timestamp format so that you can tell when the different events occurred.
For instructions on analyzing Lotus Expeditor Client data, see the following topic:
If analyzing this data does not help you to resolve your problem, and if you have a maintenance contract with IBM, you can contact IBM support
. IBM Support will ask you to submit any data that you have collected, and they might also ask you about any analysis that you performed.
Parent topic: Lotus Expeditor troubleshooting and support: XPD621
Opening a service request: XPD621
Collecting data using the IBM Support Assistant: XPD621
Contacting IBM support: XPD621
Learning more: XPD621
Troubleshooting checklist: XPD621