Collecting Data for IBM Spectrum Protect: Client Install Problems

Collecting troubleshooting data early, even before opening the Case, 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 development of a code fix.

Collecting Data: Table of contents:

	Gathering general information
	Manually Gathering General Information
	Gathering Client Install Problem Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

 

Gathering General Information

Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support. 

 

Manually Gathering General Information

Gather the following general information:

• The client level being installed, to 6 digits. Example: 7.1.2.101
• The operating system and major patch level of the system affected.


• Ex: Windows 2012 SP2
  Ex: AIX 7.2 ML3
• The medium that is being used to install the client. Example: CD or package X downloaded from IBM Passport Advantage
• The privilege level of the operating system account being used to perform the install
• Any information that makes this system unique relative to a standard system which has the client installed

Gathering Client Install Problem Information

Spectrum Protect Client on Windows:

NOTE: Beginning with version 7.1.6 on Windows, setup.exe is now spinstall.exe.

• Windows System and Application event logs (save these files in .EVT format)
• A setup.log file against the failing installation. This file can be generated by running the following MS-DOS command from the directory where the file IBM Spectrum Protect Client.msi file resides (default path is C:\TSM_Images\TSM_BA_Client\ for a downloaded and extracted Spectrum Protect client package):


• setup /v"/l*v setup.log"

Spectrum Protect Client on Unix:
AIX: Gather the smit log output of the installation failure
HPUX: Gather the output of the "swinstall" command and the log output of the installation failure
Linux: Gather the output of the "rpm -i" command and the log output of the installation failure
Solaris: Gather the output of the "pkgadd" command and the log output of the installation failure

Spectrum Protect Client on Macintosh:

• If installing from the .dmg file in the Macintosh GUI, gather the failure message that occur to the screen.
• If installing from the command line, gather the output of the "installer" command.
• In both cases, also gather the output of the /var/log/install.log file.

Submitting Information to IBM Support

After a Case is open, you can submit diagnostic troubleshooting data to IBM.

When data is uploaded to the Case, the status will be automatically be updated to acknowledge that data has been received. If you are still working with older Problem Management Records, you will want to update the PMR to indicate that you have sent the data.

 

Online Self-Help Resources

• Review up-to-date product information at the IBM Spectrum Protect page.

• Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.

 

Related Information

• Exchanging information with IBM Technical Support
• Latest Server and Client Downloads - Fixpacks and Fixtests