Requesting Further Assistance

FlexNet Manager Suite 2021 R1 (On-Premises)

This summary covers the preferred materials to submit with a support request, if you have been unable to solve an issue with any of the following processes:

• Adoption of an Oracle server (that is, the automatic installation of FlexNet inventory agent on that target inventory device)
• Discovery of Oracle Database, and database instances, by the locally-installed FlexNet inventory agent
• Collection of inventory from any database instance(s), including pluggable databases (from Oracle Database 12c or later)
• Oracle inventory uploads.

To prepare a support request:

1. For problems with adoption of the target Oracle server, prepare a zip archive containing:
   • A document showing:
     • The name of the target Oracle server, and its IP address
     • The name of the inventory beacon intended to undertake the adoption
   • The rule execution logs downloaded from the System Tasks page in the web interface for FlexNet Manager Suite
   • The adoption log files collected from the target inventory device:
     • For Windows: $(TempDirectory)\adoption.log
     • For UNIX-like devices: /var/tmp/flexera/log/ndinstlr.log and ndinstlrsh.log.
2. For other issues, prepare a zip archive containing:
   • A document showing:
     • The name of the target Oracle server, and its IP address
     • The name of the database instance(s) that should be inventoried, but are not
     • A paste of the console output resulting from a manual test with sqlplus
   • The installation log for policies on the target inventory device:
     • For Windows: C:\Windows\Temp\ManageSoft\installation.log
     • For UNIX-like devices: /var/opt/managesoft/log/installation.log
   • The tracker log for the activities of FlexNet inventory agent:
     • For Windows: C:\Windows\Temp\ManageSoft\tracker.log
     • For UNIX-like devices: /var/opt/managesoft/log/tracker.log
   • The log file output from your trace run, collected from the path you specified in the etcp.trace file, where the defaults are:
     • For Windows: C:\Windows\Temp\ManageSoft\tracker.log
     • For UNIX-like devices: /var/opt/managesoft/log/tracker.log
   • A copy of your current InventorySettings.xml file from the target inventory device:
     • For Windows: $(CommonAppDataFolder)\ManageSoft Corp\ManageSoft\Tracker\ InventorySettings\InventorySettings.xml
     • For UNIX-like devices: /var/opt/managesoft/tracker/inventorysettings/InventorySettings.xml
3. Ask your registered support contact (a designated person within your enterprise who has access rights and login details) to open a new support case at https://community.flexera.com/t5/forums/postpage/board-id/@support, including a clear description of the issue. Once the case has been saved, your support contact can use the Upload button (in the Attachments section at the bottom) to attach your prepared zip archive of evidence.