NetIM Best Practices and Troubleshooting : Contacting Technical Support
  
Contacting Technical Support
If you cannot solve the problem, gather logs and additional troubleshooting information before you contact technical support.
1. Enter a technical support request.
– Include the version and build of NetIM. See Locating NetIM release information for instructions. Alternatively, you can include a snapshot text file that documents the NetIM configuration and includes the NetIM release. See Generating snapshot of NetIM configuration.
– Document the problem scenario.
– Include a description of the adapters and services included in the schedule chain, the order in which they run, and the components that are active in each. Do not use shorthand names or abbreviations to refer to adapters and services.
2. Send relevant log files, resource files, and test results to Technical Support.
– If the NetIM Event Viewer shows events relevant to the problem, use File > Save to save these events to a log file.
– In some cases, it will be helpful for you to provide a snapshot of your NetIM configuration. See Generating snapshot of NetIM configuration.
– In some cases, it will be helpful for you to test database configuration. See Testing NetIM database configuration. If you copy/paste the test results from the command window to a text file that you save in the <install dir>/<release>/log directory.
– In many cases, it is helpful if you to compress relevant NetIM log files and provide the zipped file to Technical Support when opening a case. See Creating compressed file of NetIM logs for Technical Support.
The process log files are located in the <install dir>/log directory. The event log files are located in <install dir>/log/eventlog directory.