How to use IBM Support Assistant to Collect Troubleshooting Data for Informix on UNIX

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Abstract

This document tells you how to setup and run IBM Support Assistant(ISA) and ICollect which assist in collecting troubleshooting data.

Content

How to Setup ICollect

The ICollect bundle consists of executable and XML files. ICollect facilitates the collection of troubleshooting data for specific Informix problems.

1. Download the ICollect bundle for your operating system:


Operating System

ICollect bundle

AIX

ICollect_AIX.tar

HP-UX

ICollect_HP-UX.tar

Linux

ICollect_Linux.tar

Solaris

ICollect_Solaris.tar

Windows

ICollect_Windows.zip

2. Move the ICollect bundle to the INFORMIXDIR.

3. Run Winzip or tar on the ICollect bundle in the INFORMIXDIR. This will create a directory called isa in the INFORMIXDIR and extract the contents of the ICollect bundle into INFORMIXDIR/isa.

4. You can modify the ICollect configuration parameters settings. The ICollect configuration file is called config.xml and is located in INFORMIXDIR/isa. The configuration file has an XML format. The configuration parameters are XML tags.

The COLLECT_SMFILE configuration parameter should be modified if you use Onbar. It is used when collecting troubleshooting data for an Onbar problem. Set this parameter to the full path of your storage manager's message log or error log. Add a new COLLECT_SMFILE parameter line in config.xml for each message log or error log. Here is an example:
    You will be collecting troubleshooting data for an Onbar archive problem. You need to collect these two storage manager files during the data collection:
      /opt/sm/logs/error.log
      /opt/sm/logs/message.log
    You will set COLLECT_SMFILE like this:
      <COLLECT_SMFILE>/opt/sm/logs/error.log</COLLECT_SMFILE>
      <COLLECT_SMFILE>/opt/sm/logs/message.log</COLLECT_SMFILE>


IBM Support Assistant V4 Workbench Download and Installation

The IBM Support Assistant (ISA) is a free local software serviceability workbench that helps you resolve questions and problems with IBM software products. It is used to facilitate the collection of troubleshooting data.

Download IBM Support Assistant V4 Workbench

1. Navigate to the IBM Support Assistant site at www.ibm.com/software/support/isa.

2. Click on the "Download the Support Assistant!" link in the Introduction section.

3. Click on the "proceed directly to the download page" link.

4. Sign in with your IBM id. You need an IBM id to download the ISA software. If you do not have one, please click on the 'Register here' link.

5. Select 'IBM Support Assistant V4.{VERSION}' for Linux/Windows/UNIX and click Continue.

6. Accept the license agreement.

7. Use Download Director or download using http to download "IBM Support Assistant 4{VERSION} Workbench for Windows" to your computer.


Install ISA V4 Workbench on Windows

1. Unzip the downloaded file to a temporary directory.

2. Double click "setupwin32.exe".

3. The install wizard will look like this:




4. Read the license agreement, accept the terms, and then click "Next".




5. Click "Next" to install in the default folder.




6. Click "Install".




7. Click "Finish" to complete ISA installation.




How to Install Product Add-on

When you first start the IBM Support Assistant Workbench you will see a wizard that will guide you through the initial setup. If the wizard does not automatically start then click on "Frist Steps" on the Home page, and then selecting "Customize". This will allow you to set up any Proxy Server settings (if necessary), and point you to the Updater to install Product Add-ons. You may choose to launch this wizard again at a later time by clicking on "First Steps".


1. Click "Next" or "Configure your Network Connections".




2. Click "Next" or "Configure your Updater preferences".




3. Click "Finish".




4. Expand the "Information Management" category.




5. Select and check one or more of the IBM Informix Dynamic Server add-ons then click "Next". Click "Next" on the proceeding page as well.




6. Read the license agreement, accept the terms, then click "Next". Click "Finish" on the proceeding page to start the installation of the selected add-on(s).




7. Click "Finish".




8. Click "Yes" to restart ISA.





Instructions to use ISA V4 portable collector

The portable collector facilitates the collection of troubleshooting data for specific Informix problems. It is a text based program. It can be used on any operating system where ICollect is available.

Creating a portable collector (ISA V4)

1. Launch ISA V4: Start -> All Programs -> IBM Support Assistant -> IBM Support Assistant Workbench 4.0

2. Launch Activity -> Analyze Problem.




3. Select the "Collect Data" tab.




4. Click "Export an IBM Support Assistant Lite collector which can be transferred to a remote system to collect data".




5. Select a product from the drop down box, specify output directory, specify output file name then Click "Export". The product should match the version of Informix Dynamic Server where you will run the portable collector. The portable collector will be created in the output directory you specified.





Setting up the Portable Collector

1. Transfer the Collector_<datetime>.zip file to the system where you will run it.

2. Unzip the Collector_<datetime>.zip file in the directory where you will run it. The ISA Lite can be run from any directory but it is suggested you unzip it in INFORMIXDIR/isa.

3. Linux and UNIX only. In the directory where you unzipped Collector_<datetime>.zip run this command:
    chmod 755 startcollector.sh


Running the Portable Collector

1. Set JAVA_HOME to the root directory where JAVA is installed. To determine where JAVA might be installed on Linux or UNIX run "which java". If "which java" returns "/usr/bin/java" then set JAVA_HOME to "/usr".
    Example:
      Windows: set JAVA_HOME=d:\j2sdk1.4.2_09\
      Linux/UNIX (in ksh): export JAVA_HOME=/usr

If the installed version of Informix Dynamic Server includes the Java Runtime Environment you can set JAVA_HOME like this:
    Windows: set JAVA_HOME=%INFORMIXDIR%\extend\krakatoa\jre
    Linux/UNIX (in ksh): export JAVA_HOME=$INFORMIXDIR/extend/krakatoa/jre


2. Start the portable collector script using the OS appropriate command:
    Windows: startcollector.bat
    Linux/UNIX: ./startcollector.sh

$ ./startcollector.sh
AUTOPD_HOME = .
JAVA_HOME = /usr


3. Name the data collection output file.

Enter the Output Filename/Path (must be a local path, and have a .zip file extension):
(example: <pmrNumber>.<branchNumber>.<countryCode>.<desc>.zip):
/tmp/12345.123.123.general_af.zip
Enter yes to create the collection zip file at /tmp/12345.123.123.general_af.zip
yes


4. Type the number that corresponds with the menu option named "Informix" and press "Enter".

Enter the number or title of the IBM Support Assistant Lite collection option you want or enter RECOVER to recover from a previous IBM Support Assistant Lite tool collection or enter QUIT to end the tool
1: Informix
1


5. Type the number that corresponds with the menu option named "IDS ICollect tool" and press "Enter".

Enter the number or title of the IBM Support Assistant Lite collection option you want or enter RECOVER to recover from a previous IBM Support Assistant Lite tool collection or enter QUIT to end the tool
1: IDS ICollect tool
2: Return to Previous Menu
1


6. Input the value of the INFORMIXDIR for the database server where the data collector will run and press Enter. Input the value of the ONCONFIG for the database server where the data collector will run and press Enter. Input the value of the INFORMIXSQLHOSTS for the database server where the data collector will run and press Enter.
    Tip: If any of these variables are set in your environment or in config.xml then the Input box will display those values. You can press "Enter" to accept the default value for a variable.


7. Type "1" and press "Enter" to continue..

**************************************************
*
* Input $INFORMIXDIR environment variable</opt/informix>:

* Input $ONCONFIG environment variable<onconfig.prod>:

* Input $INFORMIXSQLHOSTS environment variable</opt/informix/sqlhosts>:

**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Cancel<Stop the collection>
1
    Note: On Windows the portable collector will not ask for an INFORMIXSQLHOSTS input.

8. Select the data collection you want to run, enter the number that corresponds with the data collection, then press "Enter". Type "1" and press "Enter" to verify your selection.

**************************************************
* Choose ICollect Task
* Select from one of the following ICollect problem types:
* 1: General Assertion Failure
* 2: Enterprise Replication - General
* 3: Enterprise Replication - Initialize
* 4: Performance - General
* 5: Performance - 100% CPU Usage
* 6: Archive Failure - Ontape
* 7: Restore Failure - Ontape
* 8: Archive Failure - On-bar
* 9: Restore Failure - On-bar
* 10: Client Connection Failure
* 11: Client Connection Hang
* 12: Custom
1
**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Cancel<Stop the collection>
1


9. You will see a message similar to this, after which you will type "1" and press "Enter" to continue:

**************************************************
* Instructions
* The collection you have chosen requires the problem to
* have already occurred.
* If this is the case, select "OK" to run collection,
* otherwise select "Cancel" to stop collection and rerun
* after the problem reoccurs.
**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Cancel<Stop the collection>
1


10. Your feedback is valuable as it will help IBM make ICollect improvements.

Do you want to provide IBM with feedback concerning your experiences using the IBM Support Assistant Lite tool?
1:Yes
2:No
1
**************************************************
* Provide Your Feedback Here
* Your feedback
ICollect made capturing and sending troubleshooting data so easy!
**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Skip<Continue the collection without using the values you set during the INPUT DIALOG>
1


11. To FTP the data collection file to IBM technical support type "1" and press "Enter". Type "1" and press "Enter" to verify you want to FTP the data collection file.

**************************************************
* Question Regarding How the Script Should Proceed
* Would you like the tool to FTP the logs automatically?
* Select one::
* 1: FTP the Logs to IBM Support
* 2: FTP the Logs to a Different Location
* 3: Do Not FTP the Logs
1
**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Cancel<Stop the collection>
1


12. Type your email address as the FTP password and press "Enter".

**************************************************
* Input Information for Anonymous FTP
* Password (enter your email address as password, for example, your_name@your_company.com):
* ##################


13. Type the number that corresponds to your operating system and press "Enter". Type "1" and press "Enter" to confirm you want to FTP the data collection file.

* Operating System:
* 1: aix
* 2: linux
* 3: os400
* 4: unix
* 5: windows
* 6: mvs
4
**************************************************
OPTIONS FOR COMPLETING THE INPUT DIALOG
1: OK<Continue the collection using the values you set during the INPUT DIALOG>
2: Skip<Continue the collection without using the values you set during the INPUT DIALOG>
3: Cancel<Stop the collection>
1


14. You will see this message when the FTP has completed successfully.

The FTP operation has completed successfully. You should contact IBM support to inform them that you have submitted the collection file.
1:OK
1


15. The data collection is complete.

This data collection has been completed.
1:OK
1
The collection has completed successfully.
The collection results (which may not exist in all cases) are located in /tmp/12345.123.123.general_af.zip
Do you want to run another collection(Yes, or No)?
No
The IBM Support Assistant Lite tool has completed.

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Document information


More support for:

Informix Servers

Software version:

7.3, 9.4, 10.0, 11.1, 11.5

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1306780

Modified date:

2011-06-07

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