1 — Troubleshooting process
Alcatel-Lucent 5620 Service Aware Manager, Release 1-5
3HE 05723 TQZZA Edition 01 Troubleshooting Guide
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 1-1 to collect the appropriate information before you
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 1-1 before you call your TAC or technical
support representative.
The list of Alcatel-Lucent support contacts is available from the Alcatel-Lucent
home page at http://www.alcatel-lucent.com/support.
Table 1-1 Troubleshooting data collection for support
Action Collect the following
Collect software and platform
information
• 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 2-1 for more information.
Collect required software logs
• 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 2-1 for more information.
Collect information about actions
performed before the problem
occurred
• 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
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