000027001 - Authentication Manager 7.1 startup failure data collection

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000027001
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type:  Authentication Manager
RSA Version/Condition:  7.1
IssueThis article provides information on:
  • The data to collect if Authentication Manager 7.1 fails to start.
  • What logs to look at when Authentication Manager 7.1 fails to start
ResolutionSend the following to RSA Support for review:
  1. Run msinfo32 and export the results to text file.
  2. Zip and send the following information:
    • RSA_HOME\server\logs,
    • RSA_HOME\db\admin\<dbinstancename>\bdump\'alert_<instance_name>.log,
    • RSA_HOME\install,
    • RSA_HOME\config\logs, and
    • RSA_HOME\imsoc\logs.
  1. Zip the files referenced in steps 1 and 2 into a file named with your case number and anonymously FTP to ftp://ftp.rsasecurity.com/support/incoming
  2. Email the Technical Support Engineer who owns your case to let them know that the files have been placed on the FTP server, along with the exact file name(s).
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