Posted: 4/22/2010,
Updated: 4/14/2011
Gathering Diagnostic Data

Overview

Under certain circumstances, it is necessary for the support team to have additional information about the Identity Finder configuration before providing a diagnosis for an issue.  The enterprise console version 4.0 and later, Windows client version 4.5, and Mac client version 3.6 and later contain a Gather Data button that automatically collects the necessary diagnostic information and creates a compressed zip file to attach to a support ticket.

 

Enterprise Console

  1. Log on to the operating system console of the enterprise console server (the server on which the Identity Finder Enterprise Console application was installed).  The operating system console can be accessed by physically accessing the machine or by using any available remote desktop tools.
  2. Navigate to the installation directory.  The default is: 
    C:\Program Files\Identity Finder Console\
  3. Open the folder named ConsoleAdministrator and double-click on the Console Administrator Tool application: 
    ConsoleAdministrator.exe

    cat-gather-data.png

  4. Click the Gather Data button to display a prompt to save the file.  Save the file and be sure to note the location to which it has been saved.
  5. Finally, attach the compressed zip file to an existing ticket or open a new ticket for the issue and be sure to include the attachment.

 

Windows Client

  1. To execute the Gather Data function, Select the Configuration ribbon tab, click the Settings button, and select the Resources page.  Then scroll down to the Advanced Options section and click the Advanced button.
    GatherDataPic4.png
  2. After clicking the Advanced button, the Advanced dialog will appear.  Click the Gather Data button, as shown below.
    settings-resources-advanced-popup.png
  3. After the diagnostic data has been collected, a prompt will be displayed to save the file.  Save the file and be sure to note the location to which it has been saved.
  4. Finally, attach the compressed zip file to an existing ticket or open a new ticket for the issue and be sure to include the attachment.

 

Mac Client

  1. To execute the Gather Data function, click the Preferences button on the toolbar, and select the Resources page.  Then select the Advanced Options section.
    mac-prefs-advanced.png
  2. Click the Gather Data button to display a prompt to save the file.  Save the file and be sure to note the location to which it has been saved.
  3. Finally, attach the compressed zip file to an existing ticket or open a new ticket for the issue and be sure to include the attachment.