Implementation Guide › Diagnose Implementation Issues › Work with Support › Environment Information

Environment Information

Gather as much of the following information as possible and include it when you open a Support ticket:

• The operating system on which the Policy Server is installed, including service pack level.

  Example: Windows 2008 SP2

• The web server on which the Web Agent is installed.

  Example: Windows 2008 SP2, IIS 7.0

• The version, including the service pack and the cumulative release (CR), of the Policy Server.

  Example: r12.0 SP2 CR1

• The version, including the service pack and the CR, of the Web Agents communicating with the Policy Server.

  Example: r12.0 SP2 CR1

• The policy store type (LDAP/ODBC) and the specific vendor and version.

  Example: Oracle 10g R2

• The specific vendor and version of other SiteMinder data stores.
• If applicable, any other CA or third–party products integrated with SiteMinder.
• Any custom code or third–party authentication schemes that are deployed in the environment. Custom code includes code provided by Global Solutions Engineering (GSE) or code developed by your organization.
• Any changes that were recently made to the environment, such as an upgraded SiteMinder component or new hardware.
• When the problem started.

Note: You can use the SiteMinder Platform Support Matrix to verify that the issue is not related to an operating system or third–party product that SiteMinder does not support. For more information, see the SiteMinder Platform Support Matrix.