IBM Support

Collecting Data: Read First for IBM Spectrum Protect Products

Technote (troubleshooting)


For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).


Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.

Resolving the problem

Collecting troubleshooting data early, even before opening the PMR, 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 workaround to reduce severity.
  • Locating root cause can speed a development code fix.

Collecting Data: Read First table of contents:

For supported levels of IBM Spectrum Protect you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can also manually collect the general information. Review the corresponding technical document (below) related to the specific problem.
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Gathering Component Specific Information

If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:

Reporting and Monitoring:
General Monitoring
Operations Center:

  • Review up-to-date product information at the IBM Spectrum Protect Product Support page.
  • Utilize the IBM Electronic Service Request tool to access the Tivoli Storage Manager Support team when requiring assistance from IBM.
  • Use the IBM Support Assistant (ISA), this free cross product tool assists you in increasing your capacity for self-help. The Tivoli Storage Manager server has a plugin for the ISA tool.
  • Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

Product Alias/Synonym


Document information

More support for: Tivoli Storage Manager

Software version: All Supported Versions

Operating system(s): Platform Independent

Reference #: 1263547

Modified date: 06 March 2018