Troubleshoot

This section provides information on how to troubleshoot Power Monitoring Expert (PME) and how to resolve problems and issues.

To troubleshoot issues with PME follow these steps:

1. Search the Schneider Electric Knowledge Base/FAQ for a resolution. Use search keywords including product, version, component and specific issue. See Resources for information on how to access the knowledge base.
2. (EcoXperts and Schneider Electric employees) Search the Exchange Community for a resolution. Use keywords including product, version, component and specific issue. See Resources for information on how to access the Exchange Community.
3. Use the information in this section to find a solution to the problem yourself
4. If steps 1-3 don’t resolve your problem, contact Technical Support. See Resources for information on how to contact technical support.

When you contact Technical Support, be prepared to provide the following information:

• Problem overview.
• Steps to reproduce the problem.
• Relevant PME system history, for example upgrades, expansions, IT policy changes, and so on.
• Screen captures or videos of the problem.
• Have a recent backup of the PME databases (ION_Data, ION_Network, ApplicationModules and ION_SystemLog).
• Any additional information that can help with the investigation, for example diagnostics outputs, PME system log entries, Windows system log entries, and so on.

NOTE: The more information you can provide, the less time it will take to resolve the issue.

For information on troubleshooting tools, see Tools for troubleshooting.