Computer Associates SQLSTQ99000600 Diagnostics Guide - Page 28

A Change to the Product or Component, User Error, Confirm your Conclusions, Identify Potential Causes

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Identify Potential Causes A Change to the Product or Component Verify that the component and all required services are running and that any required databases are not corrupt. For a list of commands and utilities that you can use to verify component functionality, see the chapter "Tools" later in this guide. Most components require the smooth interaction of many different services and other components to work properly. For example, USD can use DTS to designate distribution routes for software packages. If DTS is not properly configured, software package deliveries may be misdirected. Therefore, if you have elected to use DTS, one part of troubleshooting a USD package distribution problem is to ensure that DTS has been properly configured. Tips on verifying the status and configuration of many common components and integration points are provided in Part 3 of this document. User Error Sometimes the problem lies not with the software or its environment but, rather with the user who either does not know or does not understand how the product or component works. This can include something as simple as a missing or mistyped command parameter. Therefore, you should ensure that a simple error in tasks, or a misunderstanding of how a task was to be performed, did not cause the error. Check error logs and review correct procedures with the user who last worked with the affected function or component. It is always wise to take care when modifying defaults. Some modifications are only temporary and are therefore lost when the system is recycled. Some modifications are affected by update intervals; changes are not applied until the next interval expires. Confirm your Conclusions Once you have identified the potential causes, the next step is to confirm that conclusion to ensure that it is correct (and that you are not merely responding to symptom). Check various parts of your system, and enter commands that help you troubleshoot. Test things that you think may help identify what is causing the problem, and eliminate possible causes that do not, in fact, apply to your situation. The next several chapters are designed to help you identify possible causes for an error and evaluate whether the causes apply to your site. These chapters contain "symptoms and solutions" (errors and possible fixes for those errors) for USD, UAM, URC and their common components and integration points. 4-6 Unicenter IT Resource Management Diagnostics Guide

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Identify Potential Causes
A Change to the Product or Component
Verify that the component and all required services are running and that any
required databases are not corrupt. For a list of commands and utilities that
you can use to verify component functionality, see the chapter “Tools” later in
this guide.
Most components require the smooth interaction of many different services
and other components to work properly. For example, USD can use DTS to
designate distribution routes for software packages.
If DTS is not properly
configured, software package deliveries may be misdirected.
Therefore, if you
have elected to use DTS, one part of troubleshooting a USD package
distribution problem is to ensure that DTS has been properly configured.
Tips
on verifying the status and configuration of many common components and
integration points are provided in Part 3 of this document.
User Error
Sometimes the problem lies not with the software or its environment but,
rather with the user who either does not know or does not understand how the
product or component works.
This can include something as simple as a
missing or mistyped command parameter. Therefore, you should ensure that a
simple error in tasks, or a misunderstanding of how a task was to be
performed, did not cause the error. Check error logs and review correct
procedures with the user who last worked with the affected function or
component.
It is always wise to take care when modifying defaults. Some modifications are
only temporary and are therefore lost when the system is recycled. Some
modifications are affected by update intervals; changes are not applied until
the next interval expires.
Confirm your Conclusions
Once you have identified the potential causes, the next step is to confirm that
conclusion to ensure that it is correct (and that you are not merely responding
to symptom). Check various parts of your system, and enter commands that
help you troubleshoot. Test things that you think may help identify what is
causing the problem, and eliminate possible causes that do not, in fact, apply
to your situation.
The next several chapters are designed to help you identify possible causes for
an error and evaluate whether the causes apply to your site. These chapters
contain “symptoms and solutions” (errors and possible fixes for those errors)
for USD, UAM, URC and their common components and integration points.
4–6
Unicenter IT Resource Management Diagnostics Guide