Collecting data for Content Manager OnDemand Server Crash on Windows

Technote (FAQ)


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 OnDemand server crash on Windows data. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting 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 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 OnDemand server configuration settings.
    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.

  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 OnDemand instance name in the OnDemand configurator. Further information on db2support.zip can be found in the Related information section.

  5. Check if a Windows user dump was captured by the default debugger.
    1. If running Windows 2008:
      1. Check the %LOCALAPPDATA%\CrashDumps directory for a .dmp file created at the time of the crash.
    2. If running older Windows versions:
      1. In the Start menu, click Run.
      2. Enter drwtsn32, and then click OK.
      3. Check the Crash Dump directory for a user.dmp file with a time stamp matching the crash occurrence.
      4. If no user.dmp exists, see step 6 for future crash diagnostics.
  6. Generate a user dump on next occurrence by installing Microsoft® Debugging Tools for Windows. 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.

    To generate a user dump file on next occurrence:
    1. Download and install the Debugging tools for Windows on the failing server from http://www.microsoft.com/whdc/devtools/debugging/default.mspx.
      Ensure there is sufficient free disk space in the directory where you installed Debugging Tools for Windows, for example:

      C:\Program Files\Debugging Tools for Windows

      Note: Depending on the amount of memory the OnDemand server process has allocated, Windows might need up to 2GB of free disk space for a 32-bit application. For 64-bit, more space might be required.

    2. Create a new Windows system environment variable to download symbol files from the Microsoft Symbol Server when the user dump is created. Go to My Computer -> Properties -> Advanced -> Environment Variables -> System variables, name the variable:

      _NT_SYMBOL_PATH

      and set its value to

      SRV*c:\temp*http://msdl.microsoft.com/download/symbols

      where c:\temp can be any local directory. Further information about this task can be found here.

    3. After starting the OnDemand server, open a command line window and change to the directory where you installed the Debugging Tools for Windows. From that directory run the following command to monitor a running process:

      ADPlus -crash -pn arssockd.exe

      After the command is run, a dialog box will appear informing you of the location the user dump will be written. Click OK. A minimized command line window shell will be created by ADPlus. Do not attempt to close this window. It will remain open until the OnDemand server process (arssockd.exe) crashes or is stopped.

    4. When the crash occurs, a new directory in the Debugging Tools for Windows directory will be created with the following naming convention:

      Crash_Mode__Date_...__Time_...

  7. Send the following files to IBM Support:
    • Event Viewer Logs: applog.evt and syslog.evt
    • OnDemand System Log
    • OnDemand server settings: odsettings.reg
    • db2support.zip if you are using DB2
    • If existent, the Windows user dump file
    • Entire user dump crash directory from Debugging Tools

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


Related information

How to use ADPlus to capture crashes
How to enable Dr. Watson
Collecting user dumps in Windows 2008
Db2support.zip Information

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Document information


More support for:

Content Manager OnDemand for Multiplatforms

Software version:

8.3, 8.4, 8.5

Operating system(s):

Windows

Reference #:

1226443

Modified date:

2007-02-16

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