Troubleshoot > About Troubleshooting Service Manager

About Troubleshooting Service Manager

If you encounter problems when using Service Manager, you can often solve them yourself. This section is intended to help you.

How to troubleshoot

To solve problems quickly and efficiently, do the following:

  1. Make yourself familiar with the general troubleshooting information.
  2. Check if your problem is described in the Service Manager(SM) Help Server, the Release Notes or the troubleshooting sections of applicable guides.

    1. To troubleshoot Installation and Upgrade, see the SM Installation and Upgrade guides on the SM help Server.
    2. To troubleshoot general administration or configuration tasks, see Troubleshooting and System Administration.
  3. If you cannot find a solution to you problem, report the problem to the HPE Customer Support Service. On how to prepare the required data for the support organization, see Before calling your support representative.

General check

Before proceeding, ensure that you have performed the following:

Before calling your support representative

If you cannot solve your problem, report it. Before contacting the HPE Customer Support Service, ensure that you have performed the following:

  • You have performed the general checks. See General check.

  • You have collected the relevant data about the problem you will send to the HPE Customer Support Service:

    1. A description of the problem, including timestamps if applicable.
    2. A description of your environment.

      1. Is this a production or test environment?
      2. Is it a new implementation – install or upgrade?
      3. Any environment changes prior to the encountered issue?

      4. Has the observed behavior ever functioned correctly previously?

    3. Exact and unambiguous steps to reproduce the problem.

    4. Expected behavior.

    5. A screen shot of your system version information:

      1. Log on to the Windows Client.
      2. From the System Navigator, click System Administration > Base System Configuration > Monitoring > Version Information.
    6. The sm.log file.

    7. All sm.ini and sm.cfg files from all servers.

    8. Any screen shots that help to demonstrate the problem.