IBM Support

Collecting Data: Read First for Tivoli Storage Manager Products

Technote (troubleshooting)


For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).


Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.

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 a development code fix.

Collecting Data: Read First table of contents:

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

Gathering General Information

For supported levels of IBM Tivoli Storage Manager you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can also manually collect the general information. Review the corresponding technical document (below) related to the specific problem.
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Gathering Component 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:

Server/Storage Agent:
Hung Process or Session
Storage Pool Backup
Administration Center/ISC
DB Reorg
V6 server won't start
Structural Database Corruption
Server Database Backup
NAS/NDMP operations
Devices/LANFREE/Library Sharing:
Library Manager/Library Client - Library Sharing
Server/Storage Agent LAN-Free
Library/Drive Problems
Schedule operations
Backup & Restore
Journal Backups
Open File Support (OFS)
HSM Client
Systemstate & Systemservices
API Client
Reporting and Monitoring:
General Monitoring
Operations Center:
FlashCopy Manager:
FlashCopy Manager for Unix
FlashCopy Manager for Windows

Virtual Environments:
Data Protection for Hyper-V
Data Protection for VMware on Linux
Data Protection for VMware on Windows

Submitting Information to IBM Support

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. The Tivoli Storage Manager 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 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


Document information

More support for: Tivoli Storage Manager

Software version: All Supported Versions

Operating system(s): Platform Independent

Reference #: 1263547

Modified date: 21 October 2016