Use the CA Remote Engineer Tool to Collect Troubleshooting Data for CA Spectrum

CA Remote Engineer is a tool that automates the collection of diagnostic data for installed CA software products. CA Remote Engineer scans the system, collects log or configuration file information packages, and transmits the file to CA Support. This tool helps technicians troubleshoot problems with the system or software. This diagnostics tool simplifies the diagnostics process and ensures business continuity. The tool collects and shares CA Support Engineers the exact data they need from your environment to resolve the issues faster. The metrics that are gathered by Remote Engineer are protected by the customer support agreement which states that the gathered information is deleted within 30 days of the resolution of an issue.
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CA Remote Engineer is a tool that automates the collection of diagnostic data for installed CA software products. CA Remote Engineer scans the system, collects log or configuration file information packages, and transmits the file to CA Support. This tool helps technicians troubleshoot problems with the system or software. This diagnostics tool simplifies the diagnostics process and ensures business continuity. The tool collects and shares CA Support Engineers the exact data they need from your environment to resolve the issues faster. The metrics that are gathered by Remote Engineer are protected by the customer support agreement which states that the gathered information is deleted within 30 days of the resolution of an issue.
The CA Remote Engineer tool collects configuration and diagnostic data that helps CA Support Engineers troubleshoot problems with the system or software.
Collect Troubleshooting Information
CA Remote Engineer collects the following configuration and diagnostic data to troubleshoot problems with the system or software:
  • Product information:
    Version, product logs, and configuration information
  • Hardware information: CPU, memory, ports, IRQ, interrupts, devices, and disk partitions
  • Operating system information: OS version, patch levels, network information, disk information, CA product registry keys, running process information, and environment variables
Use CA Remote Engineer for CA Spectrum
From CA Spectrum 10.3.1, the CA Remote Engineer tool is shipped with CA Spectrum. The
CA_RemoteEngineer.zip
file is available in the CA Spectrum installation folder, extract the .zip file to a preferred location.
Perform the following steps to run Remote Engineer and collect troubleshooting data for your CA Spectrum:
  1. Log in to the CA Spectrum computer where you want to run the diagnosis tool.
  2. Unzip the
    CA_RemoteEngineer.zip
    file to a proper location on that server and go to the newly created '
    RemoteEngineer
    ' directory.
  3. Run the
    RemoteEngineer.exe
    file.
  4. Select
    CA Spectrum
    from the
    Product Name
    drop-down.
  5. Select the
    Run Diagnostics
    button.
  6. Enter the Spectrum Installation Drive details then select
    Enter
    . The tool starts diagnosing for the following details of Spectrum:
    1. OS Version
    2. CPU
    3. Memory
    4. Disk Space
    5. Product Version
    6. Product Checks details.
    CA Remote Engineer collects troubleshooting data for the CA Spectrum Server and stores in the diagnostic_results folder in the Remote Engineer directory.
CA Remote Engineer Output
CA Remote Engineer writes the information that it collects in a local zip file in the CA Remote Engineer installation directory. Navigate to the
diagnostic_results
folder to review the results and detailed troubleshooting information. 
Output file format:
  • Product information:
    • Logs and configuration files (located in the same locations as in the installed product file structure)
    • CA Registry output in caprodinfo.xml
  • Operating system and hardware information:
    • diaginfo.txt
    • machineinfo.xml
For more information about CA Remote Engineer, see the CA Remote Engineer Product Information page.