Troubleshooting
Problem
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.
Resolving The Problem
Collecting data early, even before opening the PMR, helps IBM® Support quickly determine whether:
--Symptoms match known problems (rediscovery).
--A non-defect problem can be identified and resolved.
--A defect contains a workaround to enable reduction of severity.
--root cause identification can speed the development of a code fix.
Collecting Data: Readme first table of contents:
Gathering general information | |
Gathering component specific information | |
ITM Collector Tool | |
Manually gathering data | |
Additional information to collect | |
Submitting information to IBM Support |
Gathering general information |
For the IBM Tivoli Monitoring V6 Tivoli Enterprise Portal Server (TEPS), you can use the IBM Support Assistant (ISA) to capture general information. Alternatively you can manually collect general information from the environment. Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.
The TEPS is enabled with default RAS (Reliability, Accessibility and Serviceability) settings. If you do not know what the problem is, then collecting the general TEPS logs and configuration files are helpful to IBM Support in further isolating the problem. For these instances see the section on manually collecting information and send the data with the default trace settings.
Gathering component specific information |
Several components can be involved in a problem with the TEPS. This section will detail the common component areas and some trace settings that can be helpful in isolating issues related to the Tivoli Enterprise Portal Server. These trace settings are suggested but will not isolate every problem scenario. Logs with default trace settings can still be provided to IBM Support, and the logs can be reviewed to help suggest additional trace settings.
TEPS and TEP Client Related Components
Tivoli Enterprise Portal Server (TEPS)
|
Tivoli Enterprise Portal client (TEP)
|
Once the component traces have been set and the components have been restarted, recreate the problem and collect the logs. In most cases it is best to collect both the TEP client and the TEPS logs.
Collector Tool |
There is a new problem determination (PD) collector tool provided for ITM V6. This tool, pdcollect, is available for Linux, UNIX, Windows and z/OS and it provides the capability to collect the necessary logs and other PD information requested by IBM Support.
The pdcollect tool is shipped with ITM V6.2 and later. For ITM V6.1 environments, this tool can be downloaded from this technote.
Once collected the PD information should be uploaded to IBM using the steps provided in this URL Exchanging information with IBM Technical Support.
Manually gathering general information |
This section details how to manually collect information from a system running the
Tivoli Enterprise Portal Server:
- From a command prompt on a Unix/Linux TEPS collect this:
# export CANDLEHOME=<install path>
# export PATH=$PATH:$CANDLEHOME/bin
# cinfo -i > /tmp/itm61_install.out
- From a command prompt on a Windows TEPS collect this:
$CANDLEHOME\InstallITM\kincinfo.exe -i > itm6_install.txt
- Collect the Tivoli Enterprise Portal Server data
- $CANDLEHOME/logs/*cq*
- $CANDLEHOME/config/*cq* (%CANDLE_HOME%\CNPS\KFWENV on Windows)
- Collect the TEP client logs
- $CANDLEHOME\CNP\logs\kcj.log
- $CANDLEHOME\CNP\logs\kcjras1.log
Additional information for the TEPS |
- Operating system and level
- /etc/suse-release
- Hostname and IP address
- netstat -a
- Firewall configuration information (if applicable)
- Operating system error log messages (if applicable)
- /var/adm/messages (if applicable)
Submitting information to IBM Support |
- After a PMR is open, you can submit diagnostic data to IBM.
- If using ESR, update the PMR to indicate that data has been sent.
- If you use IBM Support Assistant (ISA) then you can upload the data using the ISA tool.
Related information |
Troubleshooting information for supported versions of Tivoli Monitoring v6 is found in the Problem Determination Guides, available at the IBM Tivoli Monitoring v6 Information Center.
- IBM Tivoli Monitoring Troubleshooting Guide
- IBM Tivoli Monitoring Installation and Setup Guide
- IBM Tivoli Monitoring Administrator's Guide
- IBM Tivoli Monitoring User's Guide
- IBM Tivoli Monitoring Quick Start Guide
- IBM Tivoli Monitoring Featured documents page
- Exchanging information with IBM Technical Support
Change History |
07 March 2008 : Latest update of this page
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Modified date:
24 July 2020
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