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Collecting data for a Content Manager OnDemand server crash on Windows

Question & Answer


Question

Collecting data for IBM® Content Manager OnDemand server terminating without warning (crash) or generating a user dump file on the Windows® operating system. Gathering this information before contacting IBM Support will help speed the troubleshooting process.

Answer

If you have already contacted support, begin collecting data for the Content Manager OnDemand server crash on Windows. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting Content Manager OnDemand server crash on Windows specific information
Perform the following steps immediately after a crash is experienced.
  1. Export the Windows Event Viewer System and Application Log.
    1. Goto Start -> Settings -> Control Panel -> Administrative Tools -> Event Viewer.
    2. Right-click the Application object and select Save Log File As. Name the log file applog.evt.
    3. Right-click the System object and select Save Log File As. Name the log file syslog.evt.
       
  2. Gather the Content Manager OnDemand System Log messages starting 10 leading to and including the crash:
    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 crash.
    4. Copy and paste the messages into a text file.
       
  3. Collect the Content Manager OnDemand server configuration settings.
    1. Run the arssupport utility to gather the Content Manager OnDemand server environment and settings.
  4. If you are using Db2® as your database manager, gather a db2support.zip file:
     
    db2support output_path -d database_name -c

    Note: The database name is the same as the Content Manager OnDemand instance name in the Content Manager OnDemand configurator. Further information on db2support.zip can be found in the Related information section.
     
  5. Check if a Windows user dump was captured.
    1. Check the %LOCALAPPDATA%\CrashDumps directory for an arssockd.exe.*.dmp file created at the time of the crash. The user dump provides IBM Support with information on which operation failed, in what function, and is useful when the problem cannot be recreated or root cause cannot be determined by previous diagnostics.
  6. Send the following files to IBM Support:
    • Event Viewer Logs: applog.evt and syslog.evt
    • Content Manager OnDemand System Log
    • Content Manager OnDemand server settings: arssupport.zip
    • db2support.zip if you are using Db2
    • If existent, the Windows user dump file

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

[{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"ARM Category":[{"code":"a8m0z0000001gP6AAI","label":"PMRs"}],"ARM Case Number":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.1.0;10.5.0","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
10 August 2020

UID

swg21226443

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