Universal Messaging 10.5 | Operations Guide | Contacting Software AG Technical Support
 
Contacting Software AG Technical Support
Support from Software AG is most effective if the right information is provided about the question or problem. Providing the following information is necessary for the support team to diagnose and reproduce the reported issue.
*General Information
*The version and fix level of Universal Messaging servers.
*Versions of all related software, including operating system, network components, etc.
*Fixes/patches which have been applied to the Software AG products and any recently made changes.
*Specific error numbers and/or messages, where applicable.
*Sequence of events that led to the error. Basically the steps to reproduce the issue.
*Diagnostic data
*A zip archive of the <DataDir> directory
*Diagnostic data collected by the "Realm Information Collector" tool
Realm Information Collector for collecting diagnostic data
The RealmInformationCollector tool is a command-line diagnostic tool that gathers files and live data from one or more Universal Messaging realm servers. The tool makes it easier for you to collect information that the Software AG support team may require to diagnose issues with Universal Messaging, but the information collected may also be useful for internal support within your organization.
Command Details
Usage:
runUMTool RealmInformationCollector -mode=<mode>
-instance=<instance> [optional_args]

Examples:
runUMTool
RealmInformationCollector -mode=live -instance=umserver,umserver2
-include=heapdump,heapdumps

runUMTool RealmInformationCollector -mode=offline
-instance=* -include=data,heapdumps

Required arguments:
mode : Operating mode, either 'offline' or 'live'.
instance : Specifies a comma-separated list of realm server instance names
to collect information from. Specify '*' to include all available instances.

Optional Parameters:
outputfile : The directory or file to write generated archive to.
If this argument is omitted, the tool will generate the archive
in the current working directory.
exclude : Specifies a comma-separated list of collector names to exclude.
include : Specifies a comma-separated list of collector names to include.
username : Your Universal Messaging server username.
password : Your Universal Messaging server password.
Important:
Where possible it is useful to collect the diagnostic data from a running server (basically execute the RealmInformationCollector in "live" mode). So, you should always run this tool before you perform any recovery/restore operations.
Please note that in "live" mode, the tool doesn't collect the contents of the <DataDir> directory, as this might cause failures on the server. If the <DataDir> directory needs to be collected as well, shut down the server after running the tool in live mode and take copy of the directory manually.