Collecting Data: Tivoli Continuous Data Protection (CDP) for Files

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 General Information
	Gathering Tivoli Continuous Data Protection (CDP) for Files Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

 

Gathering General Information

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

 

Manually Gathering General Information

Gather the following files:

• dsm.opt
• dsierror.log
• details of operating system levels
• Windows application and system event logs (save them from Windows Event Viewer)

Note: The above Continuous Data Protection for Files files can be found in the following folder paths:

Windows 2003 (new install):
C:\Documents and Settings\All Users\Application Data\Tivoli\CDP_for_Files**
Windows 2003 (upgrade install):
C:\Program Files\Tivoli\CDP_for_Files
Windows Vista/Windows 7:
C:\ProgramData\Tivoli\CDP_for_Files
** The application data is a hidden folder, use Windows Explorer to enable "Display hidden folders"
 

]Manually Gathering Continuous Data Protection for Files Information[

Gather the following log files:

• ChangeJournal.log
• fpa.txt
• fpinstall.log
• RemoteVersions.log
• replication.log
• replication_2.log

Note: The above Continuous Data Protection for Files logs can be found in the following folder paths:

Windows 2003 (new install):
C:\Documents and Settings\All Users\Application Data\Tivoli\CDP_for_Files

• Note: The application data is a hidden folder, use Windows Explorer Folder Options to to enable "Show hidden files and folders"

Windows 2003 (upgrade install):
C:\Program Files\Tivoli\CDP_for_Files
Windows Vista/Windows 7:
C:\ProgramData\Tivoli\CDP_for_Files


In addition, provide clear details and screenshots of the Continuous Data Protection for Files problem, detailing exactly how the problem condition occurred, how frequently the problem occurs, if the issue is re-creatable, and whether any external factors or changes contributed to the current state (such as a Windows hotfix upgrade or change in Continuous Data Protection version).
 

Submitting Information to IBM Support

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.

 

Online Self-Help Resources

 

• Review product information at the Tivoli Continuous Data Protection for Files Product Support Page.

• You can also 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.

 

Related Information

• Exchanging information with IBM Technical Support
• Latest Interim Fix/Fix Packs for Tivoli Continuous Data Protection for Files