Enterprise Synthetic Documentation

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Use the Enterprise Synthetic Customer Support information utility to collect information to help Customer Support solve a problem you are experiencing.

  1. From the Windows Start menu, select Programs ► Compuware ► Enterprise Synthetic  ► Tools ► Collect Information for Technical Support.

  2. The information is collected and when the collection is finished, the following message appears:

    Information collected for Customer Support.
    The file is located here:
    Exit the dialog box.
  3. Unless you already have a support ticket in progress, go to the Dynatrace Community and create a ticket.  Choose Data Center Real User Monitoring as a product and Enterprise Synthetic Monitoring as a component.

  4. Attach the SYMSupport.zip file to your support ticket.  You can find this file in the appropriate location:

    • Windows 7, Windows 8.1 and Windows 10 – <installdrive>:\Users\username\AppData\Local\Temp\SYMSupport

    • Windows Server 2008, 2012, 2012 R2, and 2016– <installdrive>:\Users\username\AppData\Local\Temp\1\SYMSupport

    For the problems that affect the ESM in general, please attach support information from the Agent Manager (the main one, if you maintain a hierarchy).  If the problem is related to script execution and data collection, then attach the support information from the affected Agent.  If the problem is or could be related to the Recorder script code, additionally attach the Recorder database file, C:\Users\Public\Documents\Compuware\Recorder\DB\TestPartner.mdb.  Please indicate the script(s) in problem and the scripting database credentials.

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