Collecting Data for Spectrum Protect: Operations Center Setup

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 work around to reduce severity.
Locating root cause can speed development of a code fix.

Collecting Data: Table of contents:

	Gathering general information
	Manually Gathering General Information
	Gathering Spectrum Protect Server and Operations Center Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support. 

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. The names of these files can be changed and a full path a can be specified to place the output in any desired directory using any desired name.

These files along with the following files/info should be included as general information:

• dsmserv.opt
• dsmserv.err
• details of operating system levels
• Tivoli Storage Manager specific version (ex: 7.1.4.0)

Provide querysys.out, actlog.out, dsmserv.opt, dsmserv.err, the Spectrum Protect installed level and the Operating System (OS) information for the hub and spoke servers.

For further problem determination the commands below should be ran and submit the output.

From the Hub server:

• query server format=detail > hubqserver.out
• query session > hubqsess.out
• show monservers > hubmonserv.out

From the Spoke server:

• query session > spokeqsess.out

From the Hub or Spoke server having an issue:

• query monitorsettings > monsetting.out

In addition to the above commands a trace can be captured using the trace flags and trace commands listed below. Collect a trace on both the hub and spoke at the same time and let the trace run until there are matching pair of the messages below:

• ANR1959I Status monitor collecting current data at hh:mm:ss.
  ANR1960I Status monitor finished collecting data at hh:mm:ss and will sleep for N minutes.

Commands to enable trace:

• trace enable monitor addmsg


• trace begin <location_to_file/[hub|spoke]-server.trc>
  < Recreate the issue and proceed with the commands below >
  trace flush
  trace end
  trace disable *

Once the issue has been recreated and a trace has been gathered submit the hubqserver.out, hubqsess.out, hubmonserv.out, spokeqsess.out, monsetting.out and the hub-server.trc and spoke-server.trc files in conjunction with the gathering general information.

Screen shots of the Operations Center can be useful as well.

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.

• 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.

• Exchanging information with IBM Technical Support
• IBM Spectrum Protect Downloads - Latest Fix Packs and Interim Fixes.