CA Remote Engineer

The CA Remote Engineer is a tool that automates the collection of diagnostic data for installed CA software products. When you invoke the tool, it scans the system collects log or configuration file information packages it and transmits the file to CA Support. This tool helps technicians troubleshoot problems with the system or software.

The objectives for the CA Remote Engineer tool are to:

Simplify the data capture of diagnostic information.
Streamline the time that is required to gather the correct information.

This tool supports multiple CA products on common OS platforms:

CA Products: For a full list of CA products and components available in CA Remote Engineer, click here.
Platforms:
- Microsoft Windows (2000, 2003, XP, Vista, Windows 7, 8, Server 2008, including 64-bit versions of XP and Vista, Windows 7, Windows 8, and Server 2008)
- Linux
- AIX
- Solaris Sparc and Intel
- HPUX

The tool functions by:

Downloading and unzipping files on the same system where your CA product is running.
Entering a command to capture diagnostic data into an output file.
Automatically sending the output file using FTP to the CA FTP site (if internet access is available)

For detailed documentation and description of the CA Remote Engineer fields, please see the How To documentation, "How To" video (5 minute), or README.txt located here.

Type of information gathered

CA Remote Engineer automates the gathering of information that is requested by Support while working on a CA Support issue. The typical information the CA Remote Engineer collects is listed as follows:
- Operating System: OS version, patch levels, Network information, Dr Watson logs, Disk information, CA Product Registry Keys, running process information, and environment variables.
- Hardware: CPU, Memory, Ports, IRQ, Interrupt, Devices, Disk partitions
  Note: The OS and Hardware information can be optionally skipped.
- Product: CA Remote Engineer collects product version, product logs, and configuration information.
  This information could include third-party products which the CA Product depends upon. For example, JBOSS, Apache.
  
  Important! To review the detailed information being sent to CA through the CA Remote Engineer, run the CA Remote Engineer and do NOT use FTP. CA Remote Engineer collects the information in a local zip file you can inspect before forwarding any portion of the information to CA Support.

LEGAL:

Terms for using the CA Remote Engineer are located here: http://www.ca.com/us/legal.aspx