Report IXIA CCMS Scheduler or IXIA CCMS Output Generator server crashes

When you report that a component became unresponsive, provide information such as general host machine details, reproduction steps, and copies of the error logs.

Note: In a dedicated SaaS deployment, your access to the Output Generator is limited. Some tasks require the use of the Output Generator Access Tool (OGAT).

To report CCMS Scheduler or CCMS Output Generator server crashes:

  1. Assess the host system for the component and examine factors such as disk space, memory, and version of operating system.
  2. Reproduce the error and evaluate the results.
  3. Document the steps required to reproduce the issue and, when possible, include a clear resolution test.
  4. Note the time the issue occurred.
  5. Locate the installed version of the component.
  6. Obtain related log files.
  7. Submit the following information in the OTRS ticket:

    • The documented steps you used to reproduce the issue, along with the resolution test

    • The time when the issue occurred

    • The installed version of the component

    • The wrapper.log available in the logs folder in the CCMS Output Generator or IXIA CCMS Scheduler installation directory

    • The details about the host system for the component:
      1. Available disk space
      2. Available memory
      3. Installed Java version and whether it is a 32-bit or 64-bit processor
      4. Operating system, such as Windows or Linux, and its specific version
      5. Machine logs, such as Event Viewer in Windows or var logs in Linux
  8. Provide copies of the topics and maps required to reproduce the problem.