IBM Support

MustGather: Read first for eDiscovery Analyzer

Question & Answer


Question

Customer-provided background information (also known as MustGather data) helps in problem determination and saves time when resolving Problem Management Records (PMRs). This technote provides a description of the background information IBM Software Support will need for eDiscovery Analyzer problems.

Answer

Collecting MustGather data early, even before opening the PMR, helps IBM Software Support quickly determine the root cause of the problem. With this information, IBM Software Support can determine if:

  • This is a known problem (rediscovery).
  • This is a new problem and a fix is required.
Gathering General Information

Collecting and providing the following information will help IBM Software Support find a solution.

Problem Description

Provide the following information so that IBM Software Support can understand your situation:
  • A detailed problem description
  • Whether the problem is reproducible. If it is reproducible, describe detailed steps to reproduce the problem.
  • Whether this is a production, development, test, or staging system.
  • Whether the application or component was working before. Whether there were any recent changes to the system.
  • Whether any other products or software are running on the same server besides eDiscovery Analyzer and its prerequisites.
  • How the problem is impacting your business.


Environment

Describe your environment:
  • Operating System type and version (including patches and service pack levels)
  • eDiscovery Analyzer version and fix pack level
  • eDiscovery Manager version and fix pack level
  • Repository type (DB2 Content Manager or FileNet P8) and its version, including fix pack level
  • E-mail server type and version (Lotus Domino or Microsoft Exchange server)
  • Product topology (if eDiscovery Analyzer, eDiscovery Manager, and the repository are on the same server or distributed)

See the following link for a list of hardware and software requirements:
http://www-01.ibm.com/support/docview.wss?uid=swg27013112

Required Logs and Files

If the problem is of "Question and Answer" type, you can skip this section.

If not, gather the following information:
  • A screen capture of the error that is shown on the eDiscovery Analyzer Web client (non-installation problems)
  • All logs under the eDA_HOME/log directory
  • If the problem is related to ingestion, collect case-specific logs. Click Administration --> View logs in the eDiscovery Analyzer Web client, select the corresponding case name in the drop-down list, click Download Complete Log and save it.
  • If the problem is related to installation, collect eDA_HOME/IBM_eDiscovery_Analyzer_InstallLog.log.

The default location of eDA_HOME is
  • Windows: C:\Program Files\IBM\eDiscoveryAnalyzer
  • AIX: /opt/IBM/eDiscoveryAnalyzer

Compress all the files mentioned previously into a single, compressed file and send it to IBM Software Support.


Sending files to IBM Software Support

The following Web site allows for both secure and unsecured FTP of your files to IBM Software Support: http://www.ecurep.ibm.com/app/upload

[{"Product":{"code":"SSJKLP","label":"eDiscovery Analyzer"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Not Applicable","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF033","label":"Windows"}],"Version":"2.1;2.1.1;2.2.0.0;2.2.1","Edition":"All Editions","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
17 June 2018

UID

swg21376401

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