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| Before submitting a support ticket, ask yourself ''"Have I done the following things, or even have access to them?"'' | Before submitting a support ticket, ask yourself ''"Have I done the following things, or even have access to them?"'' | ||
| + | = Typical Scenarios = | ||
| + | == Agent Communication Issues (Timeouts, Transfer of Logs Failure, etc.) == | ||
| + | * '''ah3agent.out''' from afflicted agent | ||
| + | * '''ah3server.out''' from server | ||
| + | * '''ah3server.err''' from server | ||
| + | * '''installed.properties''' files from both the server and the afflicted agent. | ||
| + | * Command trace output (designated by the black '''C:\>''' icon in the UI). | ||
| + | * Run agent communication test | ||
| + | ** If the agent is incorrectly showing a state of offline, and the running man icon is not available, you can still initiate a connection by following the steps listed [link here]. | ||
| + | ** If multiple agents are failing, you can try the restart broker option from the AHP UI. | ||
