What are the environment details?
- Web server and version
- Web browser and version
- Database and version
- DRAS Release
- Repository Type(s) and version
What build of Web Viewer are you running?
- Login to Web Viewer
- At the bottom of any page except the logon page, click the ‘About’ link
- The build number will be shown in the dialog window.

Gather the log files needed- not all logs will be needed in most cases
- The Tomcat log files
- In C:\Program Files\CA\CA_OM_Web_Viewer\apache-tomcat-8.5.24\logs or /opt/CA_OM_Web_Viewer/apache-tomcat-8.5.24/logs
- Send all files with relevant dates
b) Websphere Documentation
- The Servant logs: ${SERVER_LOG_ROOT}/native_stdout.log and /native_stderr.log. Please also look for Servant.Log, SystemOut.Log, SystemErr.Log and Control.Log.
- Support may also request heapdump or javacore dumps. This is under TroubleShooting->Java Dumps and cores. Get one of each if possible.
c) The Web Viewer log files, for example:
- In C:\Program Files\CA\CA_OM_Web_Viewer\logs or /opt/CA_OM_Web_Viewer/logs if you are using system external configuration.
- Send all files with relevant dates
d) The Web Viewer install and maintenance logs
If it is a Web Viewer install related problem or it is the first time running the product or the problem is right after a new build
- In C:\Program Files\CA\CA_OM_Web_Viewer\uninstaller\Logs or /opt/CA_OM_Web_Viewer/uninstaller/Logs
- Send all files with relevant dates:
- Note: There is a newly generated log file every time an update is run.
e) If it is a DRAS problem:
- Get the complete DRAS Task output. Make sure you have set Message Suppression to “OFF” in DRAS (Very Important!)
- Get the DRAS and repository maintenance levels.
- Get the repository type (View, Dispatch or Bundl), and its release
- Get all the PTFs that are applied to DRAS and if needed its associated repository
- If an abend, an SVC dump may be required along with the complete DRAS task output.
f) If it’s a configuration problem
- The configtool.log at <installation_location>/util/logs/ConfigTool.log