Use the IBM
® Support Assistant to install product add-ons and collect data to analyze problems that you encounter while using the Lotus
® Expeditor Toolkit.
Support Assistant (ISA) plug-ins are provided with the base install of the Lotus
Expeditor Client. To use the IBM
Support Assistant with Lotus
Expeditor Toolkit, however, you must install the IBM
Support Assistant as a separate application on the workstation and then install a product add-on that is designed to work specifically with the Lotus
The following instructions provide general steps to help you install IBM
Support Assistant and gather diagnostic data. For detailed information about the IBM
Support Assistant, such as setting up ISA agents to collect data on multiple systems, see the IBM Support Assistant Web site
or use the Help menu, located on the IBM
Support Assistant interface.
To gather data for the Lotus
Expeditor Toolkit, follow these steps:
- If you have not already done so, download and install IBM Support Assistant Workbench 4.0 for your specific operating system. To do so, go to http://www.ibm.com/software/support/isa/ and consult the QuickStart.html file for installation instructions.
Note: If IBM Support Assistant V3 is installed on your system, you cannot install new ISA add-ons, such as the add-on for Lotus Expeditor Toolkit 6.2.2. You must first install IBM Support Assistant V4 to migrate your existing V3 Product and Tool add-ons before installing new product add-ons.
- To start the IBM Support Assistant, do one of the following:
: Double-click the
shortcut on your desktop or select the Start menu shortcut entry (Start > All Programs > IBM Support Assistant
: Click the IBM
Support Assistant shortcut in the "Other" group of the application browser or run the installation_directory
/rcp/rcplauncher file from the command line.
The Home page is displayed when the Support Assistant starts. It is recommended that you explore the user interface, such as the Find Information
activity to search knowledge bases
- To install the Lotus Expeditor Toolkit add-on, do one of the following:
- If IBM Support Assistant V3 is already installed on your system, click Migrate to migrate your existing Product and Tool add-ons to the IBM Support Assistant V4. After you migrate your existing add-ons, select Update > Find New > Product Add-ons to install Lotus Expeditor 6.2 add-ons.
If you have a previous version of IBM Support Assistant installed, do not install IBM Support Assistant Workbench V4 into the same directory in which IBM Support Assistant is currently installed. If you do, the installation appears to succeed, but it results in an invalid configuration for both versions of the application.
- Click First Steps and then click Customize and follow online instructions as follows:
- Set your proxy server settings so that the Support Assistant can connect to the Internet.
- Configure your Updater preferences to configure how often the Updater checks for updates. The default settings are for the Support Assistant to check for updates each time the ISA Workbench is started.
- Install Lotus Expeditor product and tool add-ons. Product add-ons have to be installed on each system where data collection is performed. For example, to install Lotus Expeditor add-ons, expand Lotus and select from the list.
After you have completed the wizard, restart the IBM Support Assistant for the changes to take effect.
To collect diagnostic data, select the Analyze Problem activity and then select the Data Collection tab.
To collect data from a system where the Workbench or the Agent is not installed, click the Select button to select an existing case (a placeholder for all the items related to a particular issue) or create a new one.
Alternatively, you can select the Manage Service Request
activity to create a collector file to upload if you plan to open a service request
Note: If you are collecting data from a system where the Workbench or the Agent is installed, click the Create Portable Collector button on the Collect Data tab, complete the dialog, and click OK. Follow instructions in the Help to run the portable collector on the system and transfer the collector file back to the Workbench system.
Use the drop-down list to select a system to collect data from. You can collect data from any of the systems that are registered with the IBM Support Assistant Workbench, including the IBM Support Assistant Workbench system. The system selection is available only if you enabled the remote agent access by selecting Preferences under the File menu. For information about setting up remote agents, see the ISA Help menu.
Enter credentials (if applicable). When you select a remote system, you are prompted for credentials before you can access any data on the selected system. Enter a user name and password that are valid on the remote operating system and have the appropriate Operating System file access privileges. The user name and password must be root for UNIX® systems and have Administrator access on Windows® systems.
Select the product and problem type for which to collect. Expand folders until the problem type you want is revealed and then highlight it. The System Collector is always available in the product list. Select System Collector if you want to collect system information instead of product-specific information. Products display in the product selection tree only if you installed their corresponding product add-ons. Problem type helps the Data Collector know what data to collect. Select the problem type that most closely matches your problem. If you are unsure, select the most general problem type.
Click Add to add the data collection to the collector queue.
To start data collection, click Collect all. This step runs all the data collections in the collector queue sequentially. The first data collection in the collector queue starts first. When the first data collection is completed, the next data collection in the collector queue starts running, and so on, until all data collections are completed.
Provide required information about the product. The Data Collector might require information about the product to complete its collection activities. Respond to the requests for information or actions, if any, so that the script can proceed with the collection. The Data Collector notifies you when it has finished collecting data and displays the name of the output file.
After the collector finishes, make a note of the name of the ISA collector file that was created. You require this name to upload the file to IBM.
You can now analyze the diagnostic data or submit a service request (if you have an IBM service contract).
Parent topic: Troubleshooting the Lotus Expeditor Toolkit
Analyzing Expeditor Toolkit data
Creating a service request for Lotus Expeditor Toolkit
Contacting IBM support