NOTE: This form is used to collect required data at the request of an
HP Support Engineer for an open support call. Do NOT use it to open a
new call. If you need to open a new call, please see the information
at
Case reference number:_
Customer Name:_
Customer contact information:_
Support engineer:_
Product Number of license(s) (example JxxxxA) : _
PCM version Installed:_
PCM plug-ins Installed:_
OS platform:_
Hardware specification:_
Precise Problem Statement:_
Time line of the Problem (When did the problem start, frequency of the problem etc..):_
Any changes done to the network prior to the problem starting? (Software, Hardware, topology)_
**Please collect the following data**
PCM server, client and agent logs. If access to PCM GUI, the easiest way is to use the Archive log function. In PCM click “Tools > Archive log files” Choose the folder for the log files and make sure Client, Server AND default Agent (+ any other agents) is checked. Example:
If no access PCM client at all, stop all PCM services and collect/Zip the following folders:
“Program Files\PNM\client\logs”
“Program Files\PNM\server\logs”
“Program Files\PNM\pcm-agent\77596f60\logs”
(Note!: The 77596f60 will be different on every server)
If any remote discovery Agents, please collect logs from them as well!
MSINFO32
*click “start>run” type “msinfo32” and hit enter.
*click “file>export” and save as .txt
Windows system and application logs
From the PCM servers event viewer save the System and Application log, by right clicking the log and choose “save log as”
Additional data needed if Identity Driven Manager is Involved:
From all IDM agents installed on radius severs, collect the following:
IDM agent logs
*Stop the IDM agent services (start>run>services.msc)
*collect and zip the following folders
“Program Files\PNM\idm-agent\agent\logs”
“Program Files\PNM\idm-agent\logs”
MSINFO32
*click “start>run” type “msinfo32” and hit enter.
*click “file>export” and save as .txt”
Windows system and application logs
- From the PCM servers event viewer save the System and Application log, by right clicking the log and choose “save log as”
**Please upload to ftp account provided by the support engineer**