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Collecting data for Content Manager OnDemand Report Distribution Delivery Problems

Question & Answer


Question

Collecting data for IBM® Content Manager OnDemand Report Distribution delivery problems. Gathering this information before contacting IBM Support will help speed the troubleshooting process.

Answer

If you have already contacted support, begin collecting Report Distribution delivery problem data. Otherwise, read Collecting Data for Content Manager OnDemand first.


Collecting Report Distribution delivery problem specific information
Perform the following steps immediately after the problem is experienced.

  1. A description of the delivery problem. Which distributions are having a problem? Are distributions not being delivered or are distributions just taking longer than expected to be delivered?

  2. Gather a recursive directory listing of the Report Distribution working directory.
    • On Unix and Linux platforms:

      ls -lR rd_working_dir > /tmp/ls_working_dir.txt

    • On Windows®:

      dir /S rd_working_dir > ls_working_dir.txt

  3. Collect the current file system utilization for the working directory.
    • On Unix and Linux platforms:

      df -k rd_working_dir > /tmp/df_k.txt

    • On Windows, check using Windows explorer.

  4. Run the following SQL queries and send the output generated:

    select * from ARSRDLMT
    select agid, agid_name, name from ARSAG
    select * from ARSRDSET
    select * from ARSRDDISDT

  5. Gather the System Report Distribution Reports, Bundles, and Deliveries logs covering a period of 24 hours before the problem occurred:
    1. Log on to the OnDemand Windows Client as the administrator.
    2. Open the respective System Report Distribution folders.
    3. Query the folders by using the date range for the time of the problem.
    4. Copy and paste the messages into a text file.

  6. Gather the OnDemand System Log messages covering a period of 24 hours before the problem occurred:
    1. Log on to the OnDemand Windows Client as an administrator.
    2. Open the System Log folder.
    3. Search the System Log for the time range of the problem.
    4. Copy and paste the messages into a text file.

  7. On Unix and Linux platforms, provide the ulimit -a output of the account the ARSRD process runs as.

  8. Collect the Report Distribution server print script file. On Unix and Linux, this is either located at /usr/lpp/ars/bin/arsrdprt or /opt/ondemand/bin/arsrdprt. On Windows, this file is located under your OnDemand server's bin directory and named arsrdprt.bat.

  9. Gather a text summary of all your Report, Banner, Bundle, Schedule, and Distribution objects in your Report Distribution environment. This can be obtained through your OnDemand Administrator Windows Client, highlight all objects of each type, right-click, Summarize, and check all checkboxes.

  10. Collect a screenshot of your Report Distribution parameters.
    1. Log on to the OnDemand Administrator Windows Client.
    2. In the left panel, right-click on Report Distribution, and select Parameters.
    3. Take a screenshot.

  11. Collect system error messages:
    • On AIX, errpt -a > /tmp/errpt.txt
    • On Solaris, /var/adm/messages
    • On Linux, /var/log/messages
    • On HP-UX, /var/adm/syslog/syslog.log
    • On Windows, export the Event Viewer System and Application Logs.

  12. Collect the OnDemand server configuration settings.
    • On Unix and Linux platforms, collect the ars.ini, ars.cfg, ars.cache, ars.dbfs.
    • On Windows, collect the settings from the registry.
      1. Goto Start -> Run and type regedit.
      2. Right-click -> Export the following registry subkey:
        For V8.5:
        HKEY_LOCAL_MACHINE\SOFTWARE\IBM\OnDemand for Windows
        For V8.4 or earlier (32-bit Windows):
        HKEY_LOCAL_MACHINE\SOFTWARE\IBM\OnDemand for WinNT
        For V8.4 or earlier (64-bit Windows):
        HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IBM\OnDemand for WinNT
      3. Save the registry file as odsettings.reg.

  13. Send the following files to IBM Support:
    • ls_working_dir.txt
    • df_k.txt
    • SQL query output
    • OnDemand System Report Distribution folder logs
    • OnDemand System Log
    • ulimit -a
    • arsrdprt or arsrdprt.bat
    • Text summary of Report, Banner, Bundle, Schedule, Distribution objects
    • Screenshot of your Report Distribution parameters
    • System error message
    • OnDemand configuration files (ars.ini, ars.cfg, ars.cache, ars.dbfs)

What to do next
Once you have collected the preceding information, submit the diagnostic information to IBM Support. See Exchanging information with IBM Support.

[{"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"--","Platform":[{"code":"PF016","label":"Linux"},{"code":"PF025","label":"Platform Independent"},{"code":"PF033","label":"Windows"}],"Version":"8.5;8.4;8.3","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
17 June 2018

UID

swg21440939

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