Collecting Data for Spectrum Protect for Mail

Resolving The Problem

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

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

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, and 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 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

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
• Spectrum Protect Client specific version (ex: 8.1.4.1)
• 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.
• 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
• Use the Exchange Management Console (PowerShell) and run the command:
  • get-exchangeserver

• https://www.ibm.com/support/pages/enable-diagnostics-flashcopy-manager-mmc-gui

If this is a VSS Backup/Restore, also gather the additional data:

• From the Client machine, gather the Windows Application event log (in txt or csv format)
• 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 Spectrum Protect 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.

• The logs can be identified by viewing the script and noting the values after /logfile along with any command line redirection.

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.

• 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.

• Exchanging information with IBM Technical Support
• Spectrum Protect for Mail Documentation
• Spectrum Protect for Mail – all requirement documents