If you are facing a problem which does not fall into one or more of the different troubleshooting sections, or to escalate the problem to support services, you must provide some information. Ensure you collect and provide complete information. For example:
Installed POM version.
Installed Avaya Experience Portal version.
Remote access details.
Date of installation.
System is upgraded recently or not. If so, from and to what version.
Any other relevant history.
Text to Speech Server (TTS) type. For example, Loquendo, Nuance.
Details of the availability or standalone configuration.
Database configuration details. For example, if the database is Oracle, or Postgres on local or external system.
Tip:
In production environment, do not install POM database schema on local PostgreSQL.
Details of the local or external TOMCAT application server.
Web License Manager (Web LM) details such as local or external
Any warning and the error messages seen in the log files.
You can also check:
If the issue is a known issue listed on the product support site.
Notice (PSN). PSN's are posted on the Avaya support site at http://support.avaya.com. You must check under the appropriate release in the POM category.
