Collecting Data for TPC: SRA Install and Run-Time problems

Collecting problem 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: Read First table of contents:

	Gathering general information
	Manually Gathering General Information
	Gathering SRA Information
	Submitting Information to IBM Support
	On-line Self-Help Resources
	Related Information

Gathering General Information

For supported levels of IBM TotalStorage Productivity Center 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

• TPC Storage Resource Agent service logs
  • On the SRA Host (Use this procedure when the SRA is not reachable from the TPC server - e.g. not showing up "green" in the TPC GUI data sources view):
    run service.bat from <SRA_install_location>\agent\service)
    
  • From the TPC server (when the SRA is available from the TPC server GUI):
    Navigate to Administrative Services - Data Sources - Data/Storage Resource agents, highlight the SRA in question then choose "collect service data" from the drop-down list, and follow the instructions prompted to collect the .zip file this creates.
    
    • If the service script fails, the TPC GUI will show a message that indicates that the job was unsuccessful. See the server log file (server_00000x.log) or the service script information for an indication of why the data collection failed. Server log files are located in the following default locations:
      Windows: c:\Program Files\IBM\TPC\data\log
      UNIX/Linux: /opt/IBM/TPC/data/log
      Services script information file (on the computer where the Storage Resource agent is installed):
      Windows: c:\Program Files\IBM\TPC\SRA_computer_name\services\TPCServiceInfo.log
      UNIX/Linux: /opt/IBM/TPC/SRA_computer_name/services/TPCServiceInfo.log
      (where SRA_computer_name represents the name of the computer where the SRA is installed)
    • Manually collect each of the following directories and their contents if the service script does not run:
      <tpc_install_dir>/agent/log/..
      <tpc_install_dir>/agent/config/..
      <tpc_install_dir>/agent/output/..
      <tpc_install_dir>/agent/core <-- this file will be present if a core dump occurred
      
• Netstat -an output from the SRA host
• Verify network communication between the TPC server and SRA. Relevant ports documented here.
• Supply the SRA Host's OS version and maintenance level, as applicable.
• Describe any recent maintenance or changes made to the SRA host's OS.

Note: The default installation path for the service script is:
Windows: C:\Program Files\IBM\TPC\agent\service\
AIX/Linux: /opt/IBM/TPC/agent/service

Manually Gathering TPC server Information

If TPC Server logs are needed, please refer to the appropriate TPC server MustGather document

Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic MustGather data to IBM.
-If using ESR, update the PMR to indicate that data has been sent.

The owning engineer will automatically be notified of the upload when this process is followed.

Online Self-Help Resources

• Review up-to-date product information:
  • Version 5.1: IBM Tivoli Storage Productivity Center Support Portal
  • Version 4.2.2 and prior: IBM Tivoli Storage Productivity Center Standard Edition
• IBM Tivoli Storage Productivity Center Basic Edition

• Use the IBM Electronic Service Request Tool to access the IBM Tivoli Storage Productivity Center Support team when requiring assistance from IBM.
• Use the IBM Support Portal website (replaces the IBM Software Toolbar). The IBM Support Portal is a unified, customizable view of all technical support tools and information for all IBM systems, software, and services. It succeeds all legacy IBM technical support sites, including the IBM Software Toolbar.

Related Information

• Exchanging information with IBM Technical Support
• Latest IBM Tivoli Storage Productivity Center interim fixes/patches
• FixCentral Site