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

Technote (FAQ)


Question

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

Answer

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 Collecting Data document


Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic Collecting Data 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

  • 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

Cross reference information
Segment Product Component Platform Version Edition
Storage Management Tivoli Storage Productivity Center Standard Edition TPC for Data AIX, Linux, Windows 4.1, 4.1.1, 4.2, 4.2.1
Storage Management Tivoli Storage Productivity Center TPC for Data AIX, Linux, Windows 5.1, 5.1.1, 5.2

Rate this page:

(0 users)Average rating

Add comments

Document information


More support for:

Tivoli Storage Productivity Center for Data

Software version:

4.1, 4.1.1, 4.2, 4.2.1

Operating system(s):

AIX, AIX 6.1, Linux, Windows, Windows 2003 server, Windows 2008

Reference #:

1455999

Modified date:

2010-12-01

Translate my page

Machine Translation

Content navigation