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:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
From the SAP HANA machine, gather the following files:
The SAP HANA® Studio will show the log files under the 'Diagnosis Files' tab.
There may be multiple files on different hosts; the time stamp should be used to identify the appropriate file.
For example:
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 the SAP HANA machine, gather the following files:
- /opt/tivoli/tsm/client/api/bin64/dsm.sys and dsm.opt files
- details of operating system levels
| Manually Gathering Data Protection for SAP HANA® Information |
- If the problem is occurring during the installation or setup, Provide the complete output of setup.sh
- The Version and Revision level of SAP HANA®.
- This can be found within the SAP HANA® Studio GUI by selecting: Help->About SAP HANA® Studio.
The output will be similar to:
Here 1.0.27 means -> 1.0 version and Revision is 27 and Build No is : 361805 - SAP HANA® profile file: global.ini
- The default location is: /usr/sap/{SID}/SYS/global/hdb/custom/config
- SAP HANA® backup log: backup.log
- The default location is: /usr/sap/{SID}/HDB00/{hostname}/trace
In a large environment with multiple hosts it may be difficult to determine the proper {hostname}. Use the SAP HANA® Studio as noted below to find the appropriate files.
- Data Protection SAP HANA® profile file: init{SID}.utl
- The default location is: /usr/sap/{SID}/SYS/global/hdb/opt/hdbconfig/
It is also possible to verify the location of the Data Protection SAP HANA profile file within the global.ini:
- Data Protection SAP HANA® backup log: backint.log
- The default location is: /usr/sap/{SID}/HDB00/{hostname}/trace
In a large environment with multiple hosts it may be difficult to determine the proper hostname. Use the SAP HANA® Studio as noted below to find the appropriate files.
The SAP HANA® Studio will show the log files under the 'Diagnosis Files' tab.
There may be multiple files on different hosts; the time stamp should be used to identify the appropriate file.
For example:
| 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.
- 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":{"code":"SSZHVN","label":"Tivoli Storage Manager for Enterprise Resource Planning"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"Data Protection for SAP HANA\u00ae","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSER83","label":"IBM Spectrum Protect for Enterprise Resource Planning"},"Component":"Data Protection for SAP HANA","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
TSM
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Document Information
Modified date:
11 October 2019
UID
swg21659255