Web Express Client and OS Version?  2.1.0, 2.1.1, 2.1.2 (CSD)

• A listing of the directory where the client code is installed, showing file names, sizes and dates
• A trace file (no logs) that show the problem
• A trace file is turned on from within the Web Express client GUI Advanced Tab and captured in a file called csitrace.trc located in the \Program Files\IBM\Artour\WebExpress directory
• A copy of their cache.lst file from same above directory
• A copy of the profile settings used to start Web Express

Web Express Server Version & Operating System Version

• A listing of the directory where the Web Express files reside, showing file names, sizes and dates
• A trace file that captures the problem (no logs)
• The trace file is called SSITRACE.TRC and is turned on in the Configure Propeties program on the Advanced Tab.
• A copy of their cache.lst from their cache directory
• A cpoy of the profile settings used to start Web Express

Written detailed explanation of the exact problem they are having

• What kind of problem did they experience?  Trap, unable to
  resolve a URL, a hang, an error message, the wrong page
• What specific URL's/pages caused the problem
• What did they expect to see vs. what really happened
• What steps can we take to reproduce the problem here 

What Browser(s) are they using?

• The type of browser being used, version and maintenance level
• A listing of all browser settings that deal with cache and connection/proxy settings