Troubleshooting the ITM On-Prem (ObserveIT) Components

Although the installation and configuration of ITM On-Prem (ObserveIT) is a relatively simple task, in some cases more advanced configuration is required, usually in response to the clients' needs and in order to address troubleshooting issues.

If you experience issues when installing the server-side components or the Agents, note that the ITM On-Prem (ObserveIT) installation program generates a detailed textual transcript of all the installed components. In addition, each of the setup programs generate log files with detailed information about the progress and results of each installation process. If you experience a problem when installing the product, ITM On-Prem (ObserveIT) support may ask you to send the contents of specific files in order to assist in troubleshooting. Some of the files are stored in the setup directory; others are in the subdirectories under the %systemroot%\Program Files\ObserveIT\ folder.

When you buy the ITM On-Prem (ObserveIT) software, you are entitled to receive support from the Proofpoint support team. When contacting support, it is recommended that you copy the textual trace files and provide as much information about your system as possible. For guidelines, refer to the Microsoft Knowledge Base article: Suggestions for asking a question on help forums.

Send the information to the Proofpoint support portal.

The trace files do not contain sensitive information, so copying them to another machine or sending them to the Proofpoint Support team will not result in any security breach.

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