Collecting Data for Tivoli Storage Manager for Mail

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
	Manually Gathering Tivoli Data Protection for Domino Information
	Manually Gathering Tivoli Data Protection for Exchange Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

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:

• Place the following script onto the machine and supply it with execute permissions. It will be necessary for the Domino instance owner to have write permissions to the /tmp directory to create an output file. Run the mustgather.sh script as the Domino Instance Owner OS login ID. The script will gather general information regarding the Data Protection for Domino setup and create the file tdpdommustgather.out in the /tmp directory. Provide this output file to IBM support:

MS Windows:
Gather the following files where applicable:

• dsm.opt used by the Data Protection for Domino
• dsmerror.log
• dsmsched.log
• domdsm.log
• dsierror.log
• details of operating system levels
• details of Domino Server levels
• tdpdommustgather.out (created by the steps below)

In addition, please run the following commands:

• echo "------domdsmc query adsm------" >> tdpdommustgather.out
• domdsmc query adsm >> tdpdommustgather.out
• echo "------domdsmc query domino------" >> tdpdommustgather.out
• domdsmc query domino >> tdpdommustgather.out
• echo "------domdsmc query preferences------" >> tdpdommustgather.out
• domdsmc query preferences >> tdpdommustgather.out
• echo "------set------" >> tdpdommustgather.out
• set >> tdpdommustgather.out
• reg query HKLM\software\ibm\adsm\currentversion /s >> tdpdommustgather.out

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

• The NSD generated by Domino
• The core file, where applicable
• A screenshot of the crash, if possible
• Details of available conditions that caused the 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

• dsm.opt used by Microsoft Exchange
• dsmerror.log
• dsierror.log (or the file specified by the ERRORLOGNAME option in the dsm.opt file)
• dsmsched.log
• The version and service pack of Windows
• Tivoli Storage Manager Client specific version (ex: 5.4.0.2)
• Output of 'reg query HKLM\software\ibm\adsm\currentversion /s'
• Tivoli Data Protection for Exchange log. By default, this is the tdpexc.log in the Data Protection for Exchange install directory. It can also be specified by the /logfile option during command line processing.
• Tivoli Data Protection for Exchange config file. By default this is the tdpexc.cfg in the Data Protection for Exchange install directory. It can also be specified by the /configfile option during command line processing.
• The output of TDPEXCC QUERY TSM
• The output of TDPEXCC QUERY EXCHANGE
• The output of TDPEXCC QUERY TDP
• For Exchange 2007 and Exchange 2010 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, gather the outputs from the command:
  dsmcutil list
  then for each item in this list run a query:
  dsmcutil query /name:"Name of service from list above"
• 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

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

• Configuring the Data Protection Domino in Unix/Linux
• Exchanging information with IBM Technical Support
• Tivoli Storage Manager for Mail – all requirement documents
• Data Protection for Lotus Domino Installation and User’s Guide (Unix, Linux, and OS/400)
• Data Protection for Lotus Domino Installation and User’s Guide (Windows)
• Data Protection for Lotus Domino APARs
• Data Protection for Microsoft Exchange Installation and User’s Guide
• Data Protection for Microsoft Exchange APARs