Application Issues Checklist for Troubleshooting
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In order to troubleshoot application issues we need the following information that will help us to get you up and running as quickly as possible. Login to the ANSYS Customer Portal (https://www1.ansys.com/customer/default.asp) and attach any files to your Service Request. If you are not sure of the answer you may leave it blank but contact you system administrator if you need assistance with any of the questions. 1.What application are you trying to run? 2.What is the version number? 3.What is your operating system? Windows XP, Windows Vista, Red Hat 5, SUSE 10, etc. 4.Is the Operating System 32-bit or 64-bit? 5.What are the exact steps taken to launch the application? 6.What is the error message you are getting? 7.Did this application ever work? If so, what changed to prevent the application from working now? OS upgrade, Service Pack, Network Changes, etc. 8.If this is a Linux/UNIX system can you ping your computer by hostname? If not check the /etc/host file to ensure that it has your IP address and FQDN. If you are not sure send us the host file from this directory. 9.If this is a Windows licensing or startup issue please download the ansys_debug130.cmd file or the ansys_debug130.exe file and save it to your Desktop. 10.Double-click this file on the client machine and on the license server if applicable. It will output necessary information for troubleshooting purposes to a folder called ansys_debug_files on the Desktop. 11.Rename the folder ansys_debug_files to ansys_client_files and ansys_server_files respectively. 12.Zip up this file and attach it to your Service Request. Provide system information Windows -Click on the Start Menu, Programs, Accessories, System Tools. -Choose System Information. -Click on the File Menu, Save. -Choose a Filename and a location to save the file. Make sure you are saving the file as a System Information File .NFO |
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