Reporting a Server crash situation to APM Support

	Product(s):	APM Implementation and Performance Management
	Version(s):	R 6+
	Environment:	N\A
	Area:	N/A
	Subarea:	N\A

Background

If you are experiencing Server crashes or hangs, APM Support requires memory dumps to investigate the problem. In the case of a crash, the memory dmps will be automatically generated if ADPlus is installed and monitoring. In the case of a hang, you will need to force a memory dump manually.

Full memory dumps are typically quite large, so when you are submitting your SR, we will provide you with a Share File link to upload the dmp file(s).

Along with the dmp file, also upload the Server's log files, as they are also needed for an investigation to begin.

Memory Dump files

Ensure that ADPlus is installed and active on the Server

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/13375.installing-adplus

Force a full memory dump on the server

https://communities.bentley.com/products/assetwise/asset_performance_management/w/wiki/27697/client-or-server-process-hang-how-to-force-a-full-memory-dump

Original Author:

Giselle Crawford