![]() ![]() If you have helpful information to diagnose or identify the problem on your system, you can provide this data by following the instructions to exchange information with IBM Technical Support. Is there a workaround for the problem? If so, be prepared to describe the workaround.Can you reproduce the problem? If so, what steps do you take to reproduce it?.Do you have logs, traces, or messages that are related to the problem?.What software versions were you running when the problem occurred?.To save time, know the answers to these questions: When you describe a problem to an IBM software support specialist, be as specific as possible and include all relevant background information so that the specialist can help you solve the problem efficiently. Helpful Hints For Obtaining Technical Assistance:īefore you contact IBM Rational Software Support, gather the background information that you need to describe the problem. Visit the Jazz Community if you use a Rational product created using the Jazz platform to interact directly with the Jazz development team and other community members, download product trials and betas and track development progress.Visit developerWorks to access an online collection of tutorials, sample code, standards, forums and other resources provided by experts at IBM to assist software developers using Rational tools including access to the IBM RFE Community.Visit the IBM Support Portal to configure your support portal experience and review FAQs, lists of known problems, fixes, and a wealth of important support information.Zip all files in the Logs directory from the windows explorer that opened from previous step and send it via EMail to us.IBM Rational Software Support Communities.IMPORTANT: Quit the program and don't restart it until step 6 is complete.RUN THE DOWNLOAD to reproduce the problem. ![]() Make sure that Search tab has Search in All mail checked. Specifically set a start date in the Search tab or a date greater than filter in your Global rule to 1 day before the problematic email. IMPORTANT: If you experienced an issue with a previous download, make sure you add the right filters for the program to re-process the same exact email so you can reproduce the problem.
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