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 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:

• You are not running into known limitations that cannot currently be overcome. For specific information on SM Limitations and recommendations, as well as known SM and non-SM problems, see the SM Support Matrix, SM Release Notes or known issues in general across SM. You can also check the Knowledge Base:

  https://softwaresupport.softwaregrp.com/group/softwaresupport/mySupport

• Your problem is not related to third-party hardware or software. For third-party issues, contact corresponding vendor support.

• You have the latest SM patches installed. Patches can be obtained from:

  https://softwaresupport.softwaregrp.com/group/softwaresupport/search-result?doctype=patches?keyword=

  Tip On how to check which SM patches are installed on your system, see the following knowledge article:

  https://softwaresupport.softwaregrp.com/group/softwaresupport/search-result/-/facetsearch/document/KM1019501

• Your problems is not a known issue or has a solution mentioned in the latest release notes for patches:

  https://softwaresupport.softwaregrp.com/group/softwaresupport/search-result?doctype=patches?keyword=

• You have appropriate operating system patches installed.

• The system is not running low on memory – there is sufficient resource allocation on the server.

• You have checked the sm.log file.

• Your problem is not described in the troubleshooting sections of applicable user guides.

Before calling your support representative

If you cannot solve your problem, report it. Before contacting the 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 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.

The Service Manager troubleshooting section contains the following resources to help you troubleshoot Service Manager issues: