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 Problem Case, helps IBM® Support quickly determine if:
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:
From the IBM Spectrum Protect Plus server, gather the following:
Job logs for the failing SLA (ie. VMware backup, Maintenance, Application Inventory, etc)
IBM Spectrum Protect Plus log bundle
After the case is open, you can submit diagnostic troubleshooting data to IBM.
If using ESR, update the Problem Case to indicate that data has been sent.
Review up-to-date product information at the IBM Spectrum Protect Plus Product Support page.
Latest IBM Spectrum Protect Plus server, vSnap, & Proxy Downloads - Patches and Fixtests
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:
 | Manually Gathering General Information |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
| Manually Gathering General Information |
From the IBM Spectrum Protect Plus server, gather the following:
Job logs for the failing SLA (ie. VMware backup, Maintenance, Application Inventory, etc)
- Click on the cloud icon
to download the job log.
IBM Spectrum Protect Plus log bundle
- Version 10.1.1: Click the user icon
in the upper right hand corner and choose "Download System Logs" - Version 10.1.2 and later: Click the arrow next to the "admin" name in the upper right hand corner and choose "Download System Logs"
If the IBM Spectrum Protect Plus user interface (UI) is not working, run the following command on the console:
sudo /opt/ECX/tools/logcollect/logcollect
Once the command completes, the resulting output will show where the zip file is. Example:
The archive file containing logs would be created at:
/opt/ECX/tools/logcollect/archives/myserver.ibm.com_logs_2019_07_16_15_52_11_UTC.zip
/opt/ECX/tools/logcollect/archives/myserver.ibm.com_logs_2019_07_16_15_52_11_UTC.zip
IBM Spectrum Protect Plus vSnap logs
Using the command line: Run "vsnap system logcollect"
In the IBM Spectrum Protect Plus user interface: Click System Configuration -> Backup Storage -> Disk. Select 
for the vSnap logs need to be collected for. Then select 
.
for the vSnap logs need to be collected for. Then select .| Submitting Information to IBM Support |
If using ESR, update the Problem Case to indicate that data has been sent.
| Online Self-Help Resources |
| Related Information |
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Product Synonym
SPP
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Document Information
Modified date:
16 July 2019
UID
swg22014618