How do I send a copy of my AppManager Repository (database) to NetIQ Technical Support? (NETIQKB2504)

  • 7702504
  • 02-Feb-2007
  • 26-Oct-2010

Environment

NetIQ AppManager 6.x
NetIQ AppManager 7.0.x

Situation

How do I send a copy of my AppManager Repository (database) to NetIQ Technical Support?
What information does NetIQ Technical Support require to resolve a problem with AppManager?

Resolution

For each copy of the AppManager Repository, we need the following information:

If you perform regular backups of your AppManager Repository (we strongly recommend this), in addition to the actual backup file(s), please send the following information:

  1. Using the SQL Query tool from SQL Server Enterprise Manager, run the following query:

         Sp_HelpDB 'QDB'

    Where 'QDB' is the actual name of the repository. This is the only query that will provide us with the necessary information to restore the database properly.
    Save the output of the query to a text file.

  2. Using the SQL Query tool from SQL Server Enterprise Manager, run the following query: 

         Sp_Configure

    Save the output of the query to a text file.

  3. Please let us know the name and version of your backup software, if you are using something other than the basic Microsoft SQL Server backup process. We can accept backups from Legato, Backup Exec and ArcServe. We can attempt to restore from other products as well.

  4. If you are using the basic Microsoft SQL Server backup process, send us the appropriate <filename>.dat file.  We recommend that you zip a copy of the backup file if you are going to post it to our FTP server.

  5. For databases sent on tape, we need to know the type of tape backup device being used and the format of the tape. We can support the following tape formats:

    • DLT 4000 Tape
    • DDS3 Tape
    • DDS2 Tape
    • CD-ROM

  6. Please upload the database to the NetIQ FTP site:

    For information on how to use the NetIQ FTP site, please see NETIQKB9944 .

As an alternative to using the SQL query:

  • Run the netiqdiag utility with the -a option on your Repository server.
  • Send the zip file created in the \netiq\diagnostics directory, along with the copy of the database, to NetIQ Technical Support.

The latest version of NetIQDiag is available by following this link: NetIQDiag .

Cause

In certain situations, NetIQ Technical Support may ask for a copy of your AppManager Repository for use in testing and debugging a specific problem or issue.

In order to minimize the amount of time spent to get a successful copy of your AppManager Repository, please refer to this article to send NetIQ Technical Support a copy of your database.

Additional Information

Formerly known as NETIQKB2504

If you have any questions or concerns regarding these instructions, or if you are unable to upload your file(s), please contact NetIQ Technical Support for further assistance.

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