Custom Installation Troubleshooting
If installation of one of the components fails, open a ticket for the Proofpoint Technical Support team at Proofpoint Communities.
If you do not have Proofpoint Communities login, send an email to oit-support@Proofpoint.com asking for one. The Proofpoint Customer Success team will reach out as soon as possible.
When submitting a Technical Support ticket, attach trace logs. Do the following:
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Download the ITM On-Prem (ObserveIT) Trace Collector to the server where the failure occurred.
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Extract the contents of the file.
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Double-click oittracecollector.exe executable.
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In the new window, press 1 to query the local machine and press the Enter key on your keyboard.
The ITM On-Prem (ObserveIT) Trace Collector will run for several minutes.
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After the collection is complete, a File Explorer window opens to the folder where collected .zip file is generated.
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The ITM On-Prem (ObserveIT) Trace Collector file name uses the following convention:
<Server Name>_OITLogCollection<Timestamp>. -
Attach the generated .zip file to the ticket you created in the Proofpoint Communities.
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Close the ITM On-Prem (ObserveIT) Trace Collector window.
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