Page History

...

1. Identify the problem. The first step in troubleshooting a device issue is to identify the problem, you have to consider if the issue is in NMIS8 or NMIS9 products.
   1. Add to the support the case the product version and the servers/devices/models involved.
2. What kind of problem are you observing. A device issue can be affected for the next reasons.
   1. Network performance, latency in the network, layer 1,2, and 3 issues.
   2. Device configuration, connectivity, SNMP configuration, and others. 
   3. Server hardware requirements, high resource utilization parameters in the server.
   4. Server configuration options, missing configuration items for server tunning.
   5. Disk performance, slow write/read times for the device collection. 
3. Gather information, collect all the graphs, images, behaviors that can explain what the problem is.
   1. Collect support tool files The Opmantek Support ToolThe Opmantek Support Tool

      1. Execute the collect command for the support tool

         Code Block
         #General collection. /usr/local/nmis8/admin/support.pl action=collect #If the file is big, we can add the next parameter. /usr/local/nmis8/admin/support.pl action=collect maxzipsize=900000000 #Device collection. /usr/local/nmis8/admin/support.pl action=collect node=<node_name> maxzipsize=900000000

         
         

   2. If you are using NMIS8, provide the /usr/local/nmis8/var files

      1. go to /usr/local/nmis8/var directory and collect the next files

         Code Block
         -rw-rw---- 1 nmis nmis 4292 Apr 5 18:26 <node_name>-node.json -rw-rw---- 1 nmis nmis 2695 Apr 5 18:26 <node_name>-view.json

         
         

      2. obtain update/collect outputs this information will upload to the support case:

         Code Block
         /usr/local/nmis8/bin/nmis.pl type=update node=<node_name> model=true debug=9 force=true > /tmp/node_name_update_$(hostname).log /usr/local/nmis8/bin/nmis.pl type=collect node=<node_name> model=true debug=9 force=true > /tmp/node_name_collect_$(hostname).log

         
         

4. Replicate the problem. If possible you have to define, what the steps are to replicate the problem.
5. Identify symptoms. To this point, you are able to see a specific problem and what the symptoms are.
6. Determinate if something has changed, is important to verify with your team if some change is performed a good way to see this behavior is monitoring the performance graph for devices and server
7. Image Added
8. It is an individual problem?

...