IBM Support

Collecting Data for Tivoli Storage Manager for Mail

Technote (troubleshooting)


Problem(Abstract)

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

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 development of a code fix.

Collecting Data: Table of contents:



Gathering General Information

Information can be gathered using the IBM Support Assistant (ISA), a free cross-product tool. ISA Plugins are available that can assist in gathering the general information for Tivoli Storage Manager for Mail products. Alternately, you can manually collect the information:
Tivoli Data Protection for Domino
Tivoli Data Protection for Exchange

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.


Manually Gathering Tivoli Data Protection for Domino Information

The default installation path is:

AIX: /usr/tivoli/tsm/client/domino/bin/
Linux and Solaris: /opt/tivoli/tsm/client/domino/bin/
Windows: c:\Program Files\Tivoli\TSM\Domino\

AIX, Solaris, a nd Linux:

mustgather.sh

MS Windows:
Gather the following files where applicable:
In addition, please run the following commands:


If the issue involves a Domino server crash or Tivoli Data Protection crash:

Manually Gathering Tivoli Data Protection for Exchange Information
    Note: If using Microsoft Exchange in a clustered environment, provide all of the requested data for each MSCS node in the cluster.

    Gather the following general data from the installation file path. The default installation path is:
    C:\Program Files\Tivoli\TSM\TDPExchange
    • Use the Exchange Management Console (PowerShell) and run the command:
        get-exchangeserver
    If this is a VSS Backup/Restore, also gather the additional data:
    • From the DOS/Command prompt in the BAClient directory, run the following command:
      dsmc query systeminfo
      gather the dsminfo.txt and dsmminfo.txt files, which are generated in the BAClient directory.
    • From the Tivoli Storage Manager server, provide the output from the administrative commands:
        QUERY PROXYNODE
        QUERY ADMIN
    • To ensure that VSS is working properly, see Knowledgebase document:
      http://www-01.ibm.com/support/docview.wss?uid=swg21403456
    For scheduled backup operations, provide the command script that is used for the backup and the logs it writes to.
    Submitting Information to IBM Support

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

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

    Online Self-Help Resources
    • Review up-to-date product information at the Tivoli Storage Manager 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.
    • 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.

    Related Information

    Product Alias/Synonym

    TSM

    Document information

    More support for: Tivoli Storage Manager for Mail

    Software version: Version Independent

    Operating system(s): AIX, Linux, Solaris, Windows

    Software edition: Edition Independent

    Reference #: 1259973

    Modified date: 22 September 2015