Before You Call Support - Alcatel-Lucent 5620 Troubleshooting Manual

During troubleshooting:
•
Keep both the Alcatel-Lucent documentation and your company policies and
procedures nearby.
•
Check the appropriate release notice from the Support Documentation Service at
https://www.alcatel-lucent.com/support for any release-specific problems,
restrictions, or usage recommendations that relate to your problem.
•
If you need help, confirmation, or advice, contact your TAC or technical support
representative. See Table
call support.
•
Contact your TAC or technical support representative if your company guidelines
conflict with Alcatel-Lucent documentation recommendations or procedures.
•
Perform troubleshooting based on your network requirements.
1.4

Before you call support

Collect the information listed in Table
support representative.
The list of Alcatel-Lucent support contacts is available from the Alcatel-Lucent
home page at http://www.alcatel-lucent.com/support.
Action
Collect software and platform
information
Collect required software logs
Collect information about actions
performed before the problem
occurred
Alcatel-Lucent 5620 Service Aware Manager, Release
3HE 05723 AAAD TQZZA Edition 01
1-1 to collect the appropriate information before you
1-1
Table 1-1 Troubleshooting data collection for support
Collect the following
•
release version and load of the 5620 SAM software
•
Solaris or Windows operating system version and patch
set
•
platform information, including CPU, disk, and RAM
data
See Procedure
•
relevant log files from the PC or workstation on which
the problem occurs. For example, for problems on a
main or auxiliary server, retrieve the EmsServer.log or
AuxServer.log file from the
installation_directory/nms/log directory or folder. On
a Solaris station, you can run a log-file collection
utility. See Procedure
•
if appropriate, screen captures or a text version of the
error or exception message received
•
an inventory of the actions; for example, the GUI
configurations performed before the problem occurred
•
any troubleshooting actions and the results
8.0 R4 Aug 2010
Troubleshooting Guide
1 — Troubleshooting process
before you call your TAC or technical
2-1 for more information.
2-1 for more information.
1-5