Troubleshooting
Problem
Collecting Data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Resolving The Problem
Collecting troubleshooting data early, even before opening the Case, helps IBM® Support quickly determine if:
Symptoms match known problems (rediscovery).
There is a non-defect problem that can be identified and resolved.
There is a defect that identifies a workaround to reduce severity.
Locating root cause can speed development of a code fix.
Collecting Data: Table of contents:
| Gathering General Information |
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
| Manually Gathering General Information |
From a Spectrum Protect Administrative command line client (DSMADMC), enter the following commands:
- QUERY SYSTEM > querysys.out
- QUERY ACTLOG begind=<mm/dd/yyyy> begint=<hh:mm> endd=<mm/dd/yyyy> endt=<hh:mm> > actlog.out
- where begind and begint are the beginning date and time for the actlog entries being collected
- where endd and endt are the ending date and time for the actlog entries being collected
- the actlog gather should cover the full time frame of the issue/problem/scenario being diagnosed
Explicitly using the above commands will redirect the output to files called querysys.out and actlog.out in the Spectrum Protect server working directory (C:\program files\tivoli\tsm\server by default). The names of these files can be changed and a full path can be specified to place the output in any desired directory using any desired name.
| Gathering Server or Storage Agent crash on Windows Information |
The above files along with the following files/info should be included as general information:
- dsmserv.opt for server, dsmsta.opt for storage agent
- dsmserv.err for a server running in the foreground, dsmsta.err for a storage agent running in the foreground
- dsmsvc.err for a server running as a Windows service
- Windows System and Application event logs from Windows Event Viewer
In addition, IBM support may also request a copy of the server dump file:
- dsmserv.dmp or a server running in the foreground, dsmsta.dmp for a storage agent running in the foreground
- dsmsvc.dmp for a server running as a Windows service
- dsmserv.pdb
- dsmsvc.pdb
- ndmpspi.pdb
- adsmdll.pdb
- dsmserv.exe
The dsm* files can be located in the server or storage agent working directory. By default, this location is C:\program files\tivoli\tsm\server for the server and C:\program files\tivoli\tsm\storage agent for the storage agent.
Collecting a db2support.zip :
1. Login to the system as the Administrator.
2. Open an MS-DOS command prompt and issue "db2cmd" to start the DB2 command-line processor.
3. Within the DB2 CLP, issue the db2support command. For example:
C:\Users\Administrator>db2support . -d TSMDB1 -c -s
4. Once the command completes, a db2support.zip will be located in the directory specified.
| Submitting Information to IBM Support |
After a Case is open, you can submit diagnostic troubleshooting data to IBM.
When data is uploaded to the Case, the status will be automatically be updated to acknowledge that data has been received. If you are still working with older Problem Management Records, you will want to update the PMR to indicate that you have sent the data.
| Online Self-Help Resources |
-
Review up-to-date product information at the IBM Spectrum Protect page.
-
The Tivoli Storage Manager Product page is also still available if you have the older product.
- Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.
| Related Information |
Product Synonym
TSM
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Document Information
Modified date:
15 November 2018
UID
swg21306067