Implementation Guide › Diagnose Implementation Issues › Work with Support › Random Issues

Random Issues

A random issue is defined as an issue that occurs sporadically, and although functional in nature, does not have a pattern that can be reproduced. If you are experiencing a random issue, the following lists the information that helps Support probe for additional details. This information is not required to open a Support ticket, but is information that Support is likely to request. If you provide this information initially, it can reduce the amount of time it takes Support to resolve the issue.

1. Gather environment information.
2. Describe the problem in as much detail as possible. For example:
   • When the issue started.
   • The frequency of the issue.
   • The effect the issue has on the system.

     Example: Transactions are taking more time than usual.

3. Attach logs:
   • (Policy Server) If you are experiencing a Policy Server issue:
     • attach the Policy Server log with the point of failure, the Policy Server audit log with the point of failure, and the Policy Server profiler log with the point of failure.
     • attach the Policy Server profiler log with the system functioning correctly.
   • (Web Agent) If you are experiencing a Web Agent issue:
     • attach the Web Agent log with the point of failure, the web server error log with the point of failure, and the Web Agent trace log with the point of failure.
     • attach the Web Agent trace log with the system functioning correctly.

   Note: If you are attaching log files, be sure that the set of files match and that all are from the same time as when the issue occurred.