Troubleshooting
Problem
Collecting troubleshooting documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Diagnosing The Problem
Collecting 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: Read First 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.
To aide in diagnosing and recovering from structural database corruption issues, the following data should be collected and provided to support:
To gather this data, use the following instructions:
1) From a Spectrum Protect Server administrative command line client(dsmadmc), enter the following commands:
QUERY SYSTEM > tsmquerysys.out
QUERY DB F=D > tsmquerydb.out
2) Halt the Spectrum Protect Server.
3) Generate a db2dart report of the back-end DB2 database to verify structural integrity. This step requires that the Spectrum Protect Server not be running, so make sure that it has been stopped. This scan can take significant time to complete, but is a required step.
A. Login to the system as the TSM instance owner (ie tsminst1).
B. Issue the db2dart command at the system shell. For example:
$ db2dart TSMDB1 /db
C. Once the command completes, a console message will be printed with the path to a TSMDB1.RPT file.
NOTE: As soon as the db2dart command is started, the command prompt will appear to "hang" with no messages - but as long as the db2dart process is getting CPU and I/O utilization, it is running. Messages aren't printed to the screen by this process until the command has completed.
A. Login to the system as the Administrator.
B. Open an MS-DOS command prompt and issue "db2cmd" to start the DB2 command-line processor.
C. Within the DB2 CLP, issue the db2dart command. For example:
C:\Users\Administrator>db2dart TSMDB1 /db
D. Once the command completes, a console message will be printed with the path to a TSMDB1.RPT file.
NOTE: As soon as the db2dart command is started, the command prompt will appear to "hang" with no messages - but as long as the db2dart process is getting CPU and I/O utilization, it is running. Messages aren't printed to the screen by this process until the command has completed.
4) Generate a db2support.zip support bundle.
A. Login to the system as the TSM instance owner (ie tsminst1).
B. Issue the db2support command at the system shell. For example:
$ db2support . -d TSMDB1 -c -s
C. Once the command completes, a db2support.zip file will be located in the directory specified.
A. Login to the system as the Administrator.
B. Open an MS-DOS command prompt and issue "db2cmd" to start the DB2 command-line processor.
C. Within the DB2 CLP, issue the db2support command. For example:
C:\Users\Administrator>db2support . -d TSMDB1 -c -s
D. Once the command completes, a db2support.zip will be located in the directory specified.
5) Gather the following files generated and additional information:
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: Read First table of contents:
 | Gathering general information |
 | Gathering data for diagnosing and recovering from structural data corruption issues. |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
| 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.
| Gathering data for diagnosing and recovering from structural data corruption issues |
To aide in diagnosing and recovering from structural database corruption issues, the following data should be collected and provided to support:
- "QUERY SYSTEM" output from the Spectrum Protect Server
- "QUERY DB F=D" output from the Spectrum Protect Server
- A db2dart report (TSMDB1.RPT) generated by DB2
- A db2support.zip bundle generated by DB2
To gather this data, use the following instructions:
1) From a Spectrum Protect Server administrative command line client(dsmadmc), enter the following commands:
QUERY SYSTEM > tsmquerysys.out
QUERY DB F=D > tsmquerydb.out
2) Halt the Spectrum Protect Server.
3) Generate a db2dart report of the back-end DB2 database to verify structural integrity. This step requires that the Spectrum Protect Server not be running, so make sure that it has been stopped. This scan can take significant time to complete, but is a required step.
A. Login to the system as the TSM instance owner (ie tsminst1).
B. Issue the db2dart command at the system shell. For example:
$ db2dart TSMDB1 /db
C. Once the command completes, a console message will be printed with the path to a TSMDB1.RPT file.
NOTE: As soon as the db2dart command is started, the command prompt will appear to "hang" with no messages - but as long as the db2dart process is getting CPU and I/O utilization, it is running. Messages aren't printed to the screen by this process until the command has completed.
A. Login to the system as the Administrator.
B. Open an MS-DOS command prompt and issue "db2cmd" to start the DB2 command-line processor.
C. Within the DB2 CLP, issue the db2dart command. For example:
C:\Users\Administrator>db2dart TSMDB1 /db
D. Once the command completes, a console message will be printed with the path to a TSMDB1.RPT file.
NOTE: As soon as the db2dart command is started, the command prompt will appear to "hang" with no messages - but as long as the db2dart process is getting CPU and I/O utilization, it is running. Messages aren't printed to the screen by this process until the command has completed.
4) Generate a db2support.zip support bundle.
A. Login to the system as the TSM instance owner (ie tsminst1).
B. Issue the db2support command at the system shell. For example:
$ db2support . -d TSMDB1 -c -s
C. Once the command completes, a db2support.zip file will be located in the directory specified.
A. Login to the system as the Administrator.
B. Open an MS-DOS command prompt and issue "db2cmd" to start the DB2 command-line processor.
C. Within the DB2 CLP, issue the db2support command. For example:
C:\Users\Administrator>db2support . -d TSMDB1 -c -s
D. Once the command completes, a db2support.zip will be located in the directory specified.
5) Gather the following files generated and additional information:
- tsmquerysys.out
- tsmquerydb.out
- TSMDB1.RPT
- db2support.zip
- Details of the operating system levels for the Spectrum Protect Server ( i.e., Windows 2008 R2)
- The Spectrum Protect Server version (i.e. 7.1.8.0)
- Type of storage used for the Spectrum Protect Server database (ie. fibre attached SCSI 15000RPM disk in an IBM DS4700 array formatted as JFS2)
| 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 |
[{"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Product":{"code":"SSEQVQ","label":"IBM Spectrum Protect"},"Component":"Server","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Supported Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSGSG7","label":"Tivoli Storage Manager"},"Component":"Server","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
ITSM ADSM TSM DB2 TIVOLI STORAGE MANAGER IBM SPECTRUM PROTECT
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Document Information
Modified date:
05 December 2019
UID
swg21681275