12.2 Using the Troubleshooter

The Troubleshooter utility provides access to many different types of diagnostic reports about AppManager management servers and agent services through an easy-to-use console interface. Through the Troubleshooter, you can retrieve information about management server and agent communication, detailed and summary job status, detailed operational statistics, and configuration details such as a computer’s time zone setting and upload schedule.

The Troubleshooter is not applicable when diagnosing issues on UNIX or Linux computers.

12.2.1 Starting Troubleshooter

To use the Troubleshooter:

Open the Control Center console.
Select a Server view in the Enterprise Layout pane.
Right-click a server in the View pane, click Utilities > Job Troubleshooter, and then select a specific Troubleshooter report to view. For example, click Utilities > Job Troubleshooter > Event Collapsing Summary.

For information about the information types and specific reports, see Selecting Specific Troubleshooter Reports.
Once you select a report, the Troubleshooter window is displayed with the information you have selected displayed in the right pane.

NOTE:You can choose to hide or display the toolbar and status bar can by selecting Toolbar or Status Bar from the View menu. When displayed, a check mark appears by the menu item.
Once you open the Troubleshooter window, it remains displayed, allowing you to select additional computers and reports, until you close the window by clicking File > Exit.

12.2.2 Generating Reports from within Troubleshooter

Once you have opened Troubleshooter from the Operator Console, you can generate additional reports for one or more computers or domains in your environment.

To generate reports with TroubleShooter:

Select the computers or domains you want to generate reports for by checking the box next to the computer or domain name.
- If you check a domain, Troubleshooter generates diagnostic reports for each computer within that domain.
- If you check Entire Network, Troubleshooter generates diagnostic reports for all of the computers in all of the domains.
- If you select one or more computers within a domain, Troubleshooter generates diagnostic reports only for the computers you have checked.
After selecting the appropriate computers and domains, click Files > Troubleshooter > information type > report to display the report in the Information pane.

For information about the information types and specific reports, see Selecting Specific Troubleshooter Reports. Depending on the report select, you may need to use the scroll bar to see an entire report.

NOTE:The information for any new report you run is appended to any existing information in the Information pane. The pane is not cleared of previous information until you explicitly decide to do so. Appending the information in this way allows you to scroll through or export all of the information for a computer or group of computers without having to rerun reports. For more information, see Clearing the Diagnostic Report’s Information Pane.
To close Troubleshooter, click File > Exit from the menu.

Accessing Diagnostic Reports

Once the Troubleshooter window is displayed, you can access specific diagnostic reports by doing either of the following:

From the File menu, click Troubleshooter > information type.
In the Computer List pane, right-click and click Troubleshooter > information type.

12.2.3 Selecting Specific Troubleshooter Reports

Troubleshooter reports are organized by the type of information they provide. For each information type, you can select from several different reports to investigate specific areas of interest. In some cases, reports may overlap and provide similar information or give you the option to view information in summary or in detail form.

Before you select a specific report, you need to identify the general type of information you are interested in reviewing from the following information types:

When you click an information type, you will see a list of the specific reports associated with that type. All of the reports are based on the output from NetIQCtrl commands. If you are not sure which report to run, you may want to review the sample output for each report by looking up the corresponding NetIQCtrl command in Using the Command-line Program NetIQctrl.

Job Info Reports

Job Info reports provide detailed and summary information about the jobs that are running, stopped, or pending on the selected agent computer or group.

Report	Description
Job Summary	Summary of all running and stopped or completed jobs for an agent computer. This report displays the output from the job command.
Event Collapsing Summary	Summary of event collapsing information including the collapse interval and the number of collapsed events for all jobs on an agent computer. This report displays the output from the jobevt command.
Maintenance Summary	Status information for jobs that are inactive on an agent computer during scheduled maintenance periods. This report displays the output from the jobrsc command.
Event Collapsing Detail	Detailed event collapsing information for all jobs on an agent computer. This report displays the output from the profevt command.
Job Detail	Detailed information about all jobs running on an agent computer. This report displays the output from the profile command.
Maintenance Detail	Detailed status information for jobs that are inactive on an agent computer during scheduled maintenance periods. This report displays the output from the profrsc command.

Client Resource Monitor Info Reports

Client Resource Monitor Info reports provide information about the operation, connectivity, and configuration for the NetIQ AppManager Client Resource Monitor service running on the selected agent computer or group.

Report	Description
Active Management Servers	A list of management servers that are communicating with an agent computer and the network communication status. Displays output from the listms command.
Application Monitoring Status	A list, by application, of jobs running on an agent computer and the applications affected by scheduled maintenance periods. Displays output from the listrsc command.
Time Zone Setting	The time zone setting of an agent computer. Displays output from the localtime command.
Connectivity	Verification that the Client Resource Monitor service is running on the server and configuration information for the service. Displays output from the ping command.
Statistics	Statistical information collected by the Client Resource Monitor service on an agent computer. Displays output from the stat command.
Upload Schedule	The upload schedule that has been defined on an agent computer for all management sites. Displays output from the uploadsched command.

Client Communication Manager Info Reports

Client Communication Manager Info reports provide information about the operation, connectivity, and configuration for the NetIQ AppManager Client Communication Manager service running on a selected agent computer or group.

Report	Description
Connectivity	Verification that the Client Communication Manager service is running on the server and configuration information for the service. Displays output from the ping command.
Active Management Sites	A list of all management sites that are monitoring an agent computer and configuration information for the Client Communication Manager. Displays output from the listsite command.
Statistics	Statistical information collected by the Client Communication Manager service on an agent computer. Displays output from the stat command.

Management Service Info Reports

Management Service Info reports provide information about the operation, connectivity, and configuration of the NetIQ AppManager Management Server service and the agent computers for which the management server is responsible.

Report	Description
Configuration Information	Configuration information for a management server. Displays output from the infoconfig command.
Managed Client Information	Information collected by a management server for all agent computers. Displays output from the machine command.
Time Zone Setting	The time zone configuration of a management server. Displays output from the localtime command.
Connectivity	Verification that the NetIQ Corporation AppManager Management Service is running on the server and configuration information for the service. Displays output from the ping command.
Management Site Information	Information about the management site that a management server is configured to monitor. Displays output from the site command.
Statistics	Statistical information collected by the Management Server service on a management server. Displays output from the stat command.
Threads	Control thread statistics maintained by a management server. Displays output from the thread command.

12.2.4 Clearing the Diagnostic Report’s Information Pane

Unless you clear the Information pane, the information for any new report you run is appended to any existing information in the Information pane. Having new information appended to existing information allows you to scroll through or export all of the information for a computer or group of computers without having to rerun reports.

When attempting to diagnose activity on multiple computers or running multiple reports, however, you may want to clear the Information pane periodically to make the reports more readable.

To clear all information from the Information pane, click Information > Clear from the menu or click the Clear Information button on the toolbar.

12.2.5 Exporting a Diagnostic Report

The information returned by Troubleshooter can be exported to a text (.TXT) file.

To export a diagnostic report to a text file:

In the TreeView pane, right-click and select Export or click the Export button on the toolbar.
In the Save As dialog box, select a location to save the file and name the report.

NOTE:If the file already exists, the information is appended to the end of the file.
Click Save As.