General Checks

Before proceeding, ensure that:

• You are not running into known limitations that cannot currently be overcome. For specific information on Universal CMDB limitations and recommendations, as well as known Universal CMDB and non-Universal CMDB problems, see the Support Matrix section of the UCMDB Help, Universal CMDB Release Notes or known issues in general across UCMDB. You can also check the Knowledge Base: https://softwaresupport.softwaregrp.com/group/softwaresupport.
• Your problem is not related to third-party hardware or software. In this case, contact the vendor support.

• You have the latest Universal CMDB patches or hotfixes installed. Patches and hotfixes can be obtained from: https://softwaresupport.softwaregrp.com/group/softwaresupport

  • To check which UCMDB patches are installed on your system, go to the UCMDB Server JMX console and invoke the UCMDB:service=Server Services > viewSystemInformation JMX method.

• Check the if your problems is not a known issue or has a solution mentioned in the latest release notes:

  UCMDB Content Pack, UCMDB CUP, CMS UI, or Discovery Knowledge Pack

• You have appropriate operating system patches installed

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

• Check the respective UCMDB logs for each type:

  • Client (UI) logs: %temp%\UcmdbLog\log\applet-errors.log (Windows)
  • CMS UI Embedded logs: <UCMDBServer>\runtime\log\ucmdb_browser.log or warn_log
  • CMS UI Standalone logs : <WebAppServer>\<webappcontext>\<log_folder>
  • Server logs: <UCMDBServer>\runtime\log\error.log
  • Probe logs: <DataFlowProbe>\runtime\log\probe-error.log

• Check if your problem is not described in the troubleshooting sections of applicable user guides.