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IBM Tivoli Monitoring > Version 6.3 > User's Guides > Agent Builder User's Guide > Troubleshooting IBM Tivoli Monitoring, Version 6.3
Gathering product information for IBM Software Support
Gather certain product information before you contact IBM Software Support.
Gather the product information that is detailed in: Table 1.
Procedure
Gather the following information before you contact IBM Software Support:
Information to gather before you contact IBM Software Support
Information type Description Log files Collect trace log files from failing systems. Most logs are in a logs subdirectory on the host computer. See Agent Builder Trace logging for lists of all trace log files and their locations. Operating system Operating system version number and patch level
Messages Messages and other information that is displayed on the screen
Version numbers for Tivoli Monitoring Version number of the following members of the monitoring environment
- Tivoli Monitoring. Also, provide the patch level, if available.
- Tivoli Monitoring: Windows OS Agent
- Tivoli Monitoring: UNIX OS Agent
- Tivoli Monitoring: Linux OS Agent
- Tivoli Universal Agent
Screen captures Screen captures of incorrect output, if any itm_agent_toolkit.xml file When an agent exhibits a problem, send a small non-confidential agent .xml file of a special case or sample test scenario that illustrates the problem.
Parent topic:
Troubleshooting