Proofpoint | ObserveIT On-Premises Insider Threat Management

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:

1. Download the ObserveIT Trace Collector to the server where the failure occurred.

2. Extract the contents of the file.

3. Double-click oittracecollector.exe executable.

4. In the new window, press 1 to query the local machine and press the Enter key on your keyboard.

   The ObserveIT Trace Collector will run for several minutes.

5. After the collection is complete, a File Explorer window opens to the folder where collected .zip file is generated.

6. The ObserveIT Trace Collector file name uses the following convention: <Server Name>_OITLogCollection<Timestamp>.

7. Attach the generated .zip file to the ticket you created in the Proofpoint Communities.

8. Close the ObserveIT Trace Collector window.

Related Topics:

Custom Installation Steps

System Installation Prerequisites