Troubleshooting checklist

The following questions can help you to identify the source of a problem that is occurring with IBM® Security Access Manager for Enterprise Single Sign-On.

1. Are your fixes and fix packs up to date?

   See Obtaining fixes for more information.

2. Does the IBM Knowledge Base contain additional information about the problem?

   See Searching knowledge bases.

3. Are you receiving any error messages?

   See the IBM Security Access Manager for Enterprise Single Sign-On IBM Security Access Manager for Enterprise Single Sign-On Error Message Reference for information about error messages.

4. Do the logs contain any messages about the problem?

   See Message logs and Trace logs for more information.

5. Does the problem occur while installing or uninstalling one of the following features?
   • IBM Security Access Manager for Enterprise Single Sign-On or its components

     See the IBM Security Access Manager for Enterprise Single Sign-On Installation Guide.

   • WebSphere® Application Server

     See the installation troubleshooting topics in the IBM WebSphere Application Server information center at http://www.ibm.com/software/webservers/appserv/was/library/

6. Does the problem occur when you are configuring IBM Security Access Manager for Enterprise Single Sign-On?

   See the IBM Security Access Manager for Enterprise Single Sign-On Configuration Guide.

7. If you cannot resolve the problem in the preceding steps, gather additional information about the location of the problem, or conditions during which the problem occurs:
   • Did the problem occur during runtime processing?
     • Did it fail to connect?
     • Did it crash?
     • Did it have a performance problem such as slow response, or a "hang"?
     • Did it abend, trap, or throw a Java™ exception?
   • Does the problem occur while you configure a specific function?
   • Does the problem occur when you perform a specific task?

   The answers to these questions might help you determine the location of the problem and assist you in locating additional information about the problem. For example, if the problem occurs while configuring a specific function or performing a specific task, you might find a solution in the documentation of that function or task.

If the checklist does not guide you to a resolution, you can collect additional diagnostic data. The additional data might be necessary to IBM Support personnel to help you continue troubleshooting the problem. See Collecting data.