Troubleshooting
Problem
This technote provides the steps necessary to collect log and trace for IBM Operations Analytics - Predictive Insights
Resolving The Problem
For every problem, collecting data can aid in problem determination and save time resolving Salesforce cases, particularly if the data is gathered before opening the cases with IBM® Support.
When you collect troubleshooting or MustGather data early, it helps IBM® Support to quickly determine if:
- There are symptoms that 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.
- There is a root cause that can be located and can speed development of a code fix.
Before you open a Service Request (SR), previously known as a Problem Management Record (PMR), you can gather general information about your problem. You can attempt to isolate the problem to an integration service, its components, or type of failure and gather data specific to that integration service or problem, as outlined in the Getting started tab.
You can then collect the troubleshooting data, as outlined in the Collecting data tab.
After you collect data, you can submit that data to IBM Support, as outlined in the Exchanging data with IBM Support tab.
Tab navigation
Gather general information about your environment, including operating system, and version information. Try to isolate the problem and gather specific information on that product area; for example, installation errors, DB2 errors, or issues with chart display for anomalies.
Gathering general information
When you enter general information into an electronically-opened SR by using the IBM Service Request application, it can help eliminate the delay in resolving your problem.
This table outlines the general information that you should gather.
|
Item |
Description |
|---|---|
| Problem description |
Provide a precise description of the problem. |
| Problematic data source |
Provide description of data source that is causing the problem. |
| Problematic data |
Provide the type of data ingestion used - backlog vs live data, |
| Version |
Provide full product version information, including any fix packs, interim fixes, or test fixes that you have installed. A script is provided to return version information for the server and product. Run $PI_HOME/bin/admin.sh show_version |
| Dependencies |
Provide the following information where applicable:
|
| Problem reproduction |
Provide the steps to reproduce the issue. |
| Previous troubleshooting activities |
Provide information about any troubleshooting activities that you have already performed and their outcomes. |
| Events and logs |
Provide information about how this issue was first flagged, including messages, logs, or events. |
1. Run the $PI_HOME/bin/collect.sh -t= [topic name] -o=[output_folder] to gather required information, and include all of the files in that sub-folder when it completes.
2. Run the status script, $PI_HOME/bin/status.sh, This command checks:
- disk space
- if streams processes are running and healthy
- if files are being merged
- for the presence of any system health alarms
- if the OMNIbus probe is running.
3. For installation issues, gather the following logs:
- /tmp/tasp_install*
- ~/var/ibm/InstallationManager/logs/
- $PI_HOME/log/cli/cli_trace.log
4. For any data extraction issues, gather the following log:
- $PI_HOME/log/[topic name]/Analytics[topic name]_log_DataSourceOperator.log
- provide number of metric groups being used, and the KPI count for each topic (if known).
5. If root access is available, provide the /var/log/messages file.
IBM Operations Analytics - Predictive Insights has an active community that can provide you with additional resources. Browse and contribute to the forums and the blog. Review the wiki on topics such as best practices. You can also learn more about upcoming releases, provide feedback, or suggest enhancements. See the IBM Operations Analytics - Predictive Insights community in Service Management Connect.
To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
- Before you begin
- Attaching files to Salesforce Cases in the Service Request application
- Uploading files securely by using HTTPS
You can also receive files from IBM Technical Support with ECuRep.
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The IBM Service Request (SR) application allows you to submit and manage Service Requests, previously known as Problem Management Records, on demand. Customers that are registered and on an authorized caller list:
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Notes
Learn more about uploading options: |
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Occasionally IBM Technical Support needs to make files available for customer download. If you need to pull a file from the IBM FTP site, complete the following steps using the exact directory and file name that your IBM support representative provided:
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Document Information
Modified date:
01 July 2021
UID
swg21959748