General Troubleshooting Tips

Search the documentation for your issue

Several issues are listed in this documentation and in the Release Notes. Search the Documentation Center using keywords and drill down to search specific documents to help resolve your issue.

Search the KB for your issue

If you cannot find your issue mentioned by searching the documentation set, try searching the Knowledgebase.

View the Release Control log file

If you cannot determine the cause of a failure, you can view the rlc.log file to see more information.

To view the log file:

1. Navigate to the SBM server log file location. For example:

   C:\Program Files\Serena\SBM\Common\Tomcat 7.0\server\default\logs

2. Open the rlc.log file.
3. Scroll to the bottom and then page up, looking for any error messages.

Are there recent system changes?

Try to think of recent system changes that may be causing issues.

• Is this a new installation? Ensure you have followed the installation and setup instructions carefully. See Installation Process Overview and then follow through the detail in the referenced topics to ensure the installation has been done properly.
• Is this after an upgrade to SBM?

  If so, ensure you are using compatible versions. See the link to the platform matrix in the Release Notes About this Release page on the Documentation Center.

• Is this after an upgrade to Release Control?

  If so, ensure you have followed the upgrade instructions carefully. See the Release Notes Upgrades page on the Documentation Center.

• Has your integrating product been upgraded or could it be down?

  If so, ensure you can connect to it outside of Release Control. See Troubleshooting Plugin Configuration Issues.

• Have you upgraded a plugin?

  If so, ensure you are using compatible versions. See Troubleshooting Plugin Configuration Issues.

Related Topics

Installation Process Overview

Troubleshooting Plugin Configuration Issues

Monitoring Scheduled Jobs