z

Commercial Support Clients: Clients with support contracts can get escalated support assistance by visiting Nagios Answer Hub. These forums are for community support services. Although we at Nagios try our best to help out on the forums here, we always give priority support to our support clients.

Tip: How To Get Fast Resolution To Your XI Issues

This support forum board is for support questions relating to Nagios XI, our flagship commercial network monitoring solution.

Tip: How To Get Fast Resolution To Your XI Issues

Postby mguthrie » Tue Dec 14, 2010 4:47 pm

From XI Staff To Our Customers,

In order to give you the best support possible, we ask that you submit your support requests with the following guidelines. These guidelines are intended to reduce resolution time to your issues.

For all support requests, we need to know:
  1. Linux Distribution and version?
  2. 32 or 64bit?
  3. VMware Image or Manual Install of XI?
  4. Are there special configurations on your system, ie; is Gnome installed? Are you using a proxy? Are you using SSL?
  5. **If you are encountering multiple issues that may not be related, start a thread for each issue

For Installation Issues:
  • Above information
  • For Redhat installs, you need to be registered with the RHN (Redhat Network) in order to have full access to their repos. XI will not be able to install correctly without full repo access since several critical packages depend on this.
  • Any error output noticed during installation, and what scripts were being run when errors were noticed.
  • If the installation fails, post the /tmp/install.log file so we can quickly troubleshoot the issue


For Other Issues:
  • Check our FAQS page to see if there's already a solution to your problemhttp://support.nagios.com/wiki/index.php/Nagios_XI:FAQs
  • Check the /var/log/httpd/error_log for any page display issues (Blank pages are PHP errors). Send us the output.
  • Newer XI installations have a Admin->System Profile page that allows you to send us an information text file with relevant information for troubeshooting. This can often quickly reveal an issue. If you don't have this component, you can download it here: http://exchange.nagios.org/directory/Ad ... nt/details
mguthrie
 
Posts: 4380
Joined: Mon Jun 14, 2010 10:21 am

Re: Tip: How To Get Fast Resolution To Your XI Issues

Postby deepakitkar » Fri May 03, 2013 1:38 am

It will be very helpful if you could also post the commands under each points, which will be useful for Linux newbies.

Thanks,
deepakitkar
 
Posts: 15
Joined: Tue Feb 12, 2013 9:13 am

Re: Tip: How To Get Fast Resolution To Your XI Issues

Postby slansing » Tue May 07, 2013 2:04 pm

Newer XI installations have a Admin->System Profile page that allows you to send us an information text file with relevant information for troubeshooting


This should be available to everyone to add to your new threads.
slansing
 
Posts: 7698
Joined: Mon Apr 23, 2012 4:28 pm
Location: Travelling through time and space...


Return to Nagios XI

Who is online

Users browsing this forum: Google [Bot] and 8 guests