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

Technote (FAQ)


Question

Collecting Data documents aid in problem determination and save time resolving Problem Management Records (PMRs).

Answer

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 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

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.

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 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 XP/2003 (new install):
C:\Documents and Settings\All Users\Application Data\Tivoli\CDP_for_Files**
Windows XP/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

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

Windows XP/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 XP/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 PMR is open, you can submit diagnostic troubleshooting data to IBM.

If using ESR, update the PMR to indicate that data has been sent.

Online Self-Help Resources

  • Review up-to-date product information at the Tivoli Continuous Data Protection for Files 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 IBM.com 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

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Document information


More support for:

Tivoli Continuous Data Protection for Files

Software version:

Version Independent

Operating system(s):

Windows

Reference #:

1363948

Modified date:

2014-04-04

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