Scope

You are having a problem with the Automation Anywhere products. You would like to know what information you must collect so that the BP3 Labs team can diagnose your problem.

General diagnostic information

Environment description:

• Automation Anywhere product and version
  • Control Room
    
  • Bot Agent(A2019)
    
    
  • Enterprise Client(v11)
    In the client click Help -> About Automation Anywhere Enterprise Client
    
    
  • IQBOTInstallation path, e.g. C:\Program Files (x86)\Automation Anywhere IQ Bot A2019 -> ProductReleaseInfo.xml
• Operating system and version
• Database vendor and version
• Information about 3rd party software involved in the case
• Environment type: Proof of Concept / Production / Test / UAT / DEV
• Is your Automation Anywhere product running in a virtual machine? If yes, provide more details on the vendor.

Detailed problem description

Provide a precise description of the issue and add every detail that might be related.
Include the following details:

• Which misbehavior or problem do you see?
• Which component or application is involved(Control Room, Bot Agent, Enterprise Client)?
• Do you see any error messages?
• What is the time stamp when the problem occurs?
• Did the current scenario work previously? If yes, what has been changed?
• Is this issue reproducible constantly? How often does this problem occur?
• Provide screenshots if applicable

Additional details needed:

Server logs

Control Room: <installation path>\​​Logs
The default path on Windows is C:\ProgramData\AutomationAnywhere\Logs and on Linux is /var/log/automationanywhere/enterprise

IQBOT: <configured path>\Automation Anywhere IQBot Platform\Logs

The default path is C:\Users\Public\Documents\Automation Anywhere IQBot Platform\Logs

Client logs

Bot Agent: <installation path>\Logs
The default path is C:\ProgramData\AutomationAnywhere\BotRunner\Logs

Enterprise client(v11): C:\Users\<user name>\Documents\Automation Anywhere Files\LogFiles

Note: Pay attention that the majority number of Windows environments the ProgramData directory is hidden by default. You have to enable displaying hidden items in the View tab of Windows File Explorer by checking the "Hidden items" check-box.

Steps to reproduce the problem

• If possible, simplify the test case to exclude any custom dependencies and access to external customer systems 
• Export bot from Control Room
• Provide detailed steps to reproduce the problem, including a timestamp of the problem occurrence.