Collecting Data for the ITM Tivoli Enterprise Monitoring Server V6 (TEMS)

Resolving The Problem

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

--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: Readme first table of contents:

	Gathering general information
	Gathering component specific information
	ITM Collector Tool
	Manually gathering data
	Additional information to collect
	Submitting information to IBM Support

Gathering general information

For the IBM Tivoli Monitoring V6 Tivoli Enterprise Monitoring Server, you can use the IBM Support Assistant (ISA) to capture general information. Alternatively you can manually collect general information from the environment.

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

The ITM Tivoli Enterprise Monitoring Server is enabled with default RAS (Reliability, Accessibility and Serviceability) settings. If you do not know what the problem is, then collecting the general TEMS logs and configuration files are helpful to IBM Support in further isolating the problem. For these instances see the section on manually collecting information and send the data with the default trace settings.

Gathering component specific information

There are several components that can be involved in a problem with the Tivoli Enterprise Monitoring Server. This section will detail the common component areas and some trace settings that can be helpful in isolating issues related to the Tivoli Enterprise Monitoring Server. These trace settings are suggested but will not isolate every problem scenario. Logs with default trace settings can still be provided to IBM Support, and the logs can be reviewed to help suggest additional trace settings.

ITM Tivoli Enterprise Monitoring Server V6 and Related Components

Tivoli Enterprise Monitoring Server (TEMS) Update the TEMS configuration file Windows - <install path>\CMS\KBBENV UNIX/Linux - <install path>/config/<tems name>_ms_<tems name>.config Issues related to situations: KBB_RAS1=ERROR (UNIT:kpx ERROR STATE FLOW) (UNIT:ko4async ERROR STATE FLOW) (UNIT:ko4tobje ALL) (UNIT:ko4sitma ALL) Issue related to queries in the TEMS: KBB_RAS1=ERROR (UNIT:kpx ERROR STATE FLOW) (UNIT:kdsruc1 ERROR STATE)(UNIT:kfaadloc ALL) (UNIT:kdsfilt ALL) (UNIT:kdsstc STATE) (UNIT:kdssqprs INPUT ERROR) (UNIT:kdsqrun ALL) Note that these traces will trace activity on the TEMS related to these components. Restart the TEMS

Tivoli Enterprise Portal Server (TEPS) Update the TEPS configuration file Windows - <install path>\CNPS\KFWENV UNIX/Linux - <install path>/config/cq.ini Data not showing correctly KBB_RAS1=ERROR (UNIT:ctdatabus INPUT,ERROR) (UNIT:ctcmw INPUT) (UNIT:kv4 INPUT) (UNIT:ctsql INPUT) Note that these traces will trace activity on the TEPS related to these components. Restart the TEPS

Once the component traces have been set and the components have been restarted, recreate the problem and collect the logs.

Collector Tool

There is a new problem determination (PD) collector tool provided for ITM V6. This tool, pdcollect, is available for Linux, UNIX, Windows and z/OS and it provides the capability to collect the necessary logs and other PD information requested by IBM Support.

The pdcollect tool is shipped with ITM V6.2 and later. For ITM V6.1 environments, this tool can be downloaded from this technote.

Once collected the PD information should be uploaded to IBM using the steps provided in this URL Exchanging information with IBM Technical Support.

Manually gathering general information

This section details how to manually collect information from a system running the
Tivoli Enterprise Monitoring Server:

• From a command prompt collect this:

# export CANDLEHOME=<install path>
# export PATH=$PATH:$CANDLEHOME/bin
# cinfo -i > /tmp/itm6x_install.out

• Collect the Tivoli Enterprise Monitoring Server data
• $CANDLEHOME/logs/*ms*
• $CANDLEHOME/logs/*MS*
• $CANDLEHOME/config/*ms*

Additional information for the TEMS

• Operating system and level
• /etc/suse-release
• Hostname and IP address
• netstat -a
• Firewall configuration information (if applicable)
• Operating system error log messages (if applicable)
• /var/adm/messages (if applicable)

Submitting information to IBM Support

See this URL Exchanging information with IBM Technical Support for methods to submit
the information, including FTP, using SR, and ISA.

Related information

• IBM Tivoli Monitoring Troubleshooting Guide
• IBM Tivoli Monitoring Installation and Setup Guide
• IBM Tivoli Monitoring Administrator's Guide
• IBM Tivoli Monitoring User's Guide
• IBM Tivoli Monitoring Firewall Gateway Feature
• IBM Tivoli Monitoring Featured documents page
• Exchanging information with IBM Technical Support

Change History

26 July 2007 : Initial creation of this page