Collecting Data for Directory Server: Read first for all Directory Server products

Technote (troubleshooting)


Problem(Abstract)

MustGather documents aid in problem determination and save time resolving Problem Management Records (PMRs).

Resolving the problem



Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine if:

  1. Symptoms match known problems (rediscovery).
  2. There is a non-defect problem that can be identified and resolved.
  3. There is a defect that identifies a workaround to reduce severity.
  4. Locating root cause can speed development of a code fix.

MustGather: Readme first table of contents:

Gathering General Information
Gathering Problem Specific Information
Submitting Information to IBM Support
Online Self-Help Resources
Related Information

Gathering General Information

In order to begin diagnosing any IBM Security Directory Server (formerly known as Tivoli Directory Server) issue we need to collect the following information:

For Directory Server version 6.x you can use the IBM Support Assistant (ISA) to capture the general information listed above. Alternatively, you can use the above links to manually collect the information.

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Gathering Problem 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:

View all MustGather documents.



Components



***More Problem Specific MustGather Documents coming soon***


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Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic MustGather data to IBM.

If using ESR, update the PMR to indicate that data has been sent.

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Online Self-Help Resources
  • Review up-to-date product information at the Directory Server Support page.
  • Utilize the IBM Electronic Service Request tool to access the IBM Tivoli Directory Server Support team when requiring assistance from IBM.
  • Use the IBM Education Assistant to access IBM Tivoli Directory Server educational modules.
  • Use the IBM Support Assistant (ISA), a free cross product tool to assist you in increasing your capacity for self-help. The IBM Tivoli Directory 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 IBM.com 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.
  • Review upcoming Support Technical Exchanges and listen to previous webcasts.
  • Review the Problem Determination Guides (v6.0, v6.1) to find answers to known issues.

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Related Information

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Document information


More support for:

IBM Security Directory Server
General

Software version:

5.2, 6.0, 6.1, 6.2, 6.3, 6.3.1

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1268035

Modified date:

2009-09-04

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