Troubleshooting
Problem
Collect Troubleshooting Data documents aid in problem determination and saves time resolving Problem Cases (previously called PMRs).
Resolving The Problem
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.
Collect Troubleshooting Data: Read First table of contents:
 | Gathering general information |
 | Manually Gathering General Information |
 | Gathering HSM Information |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
| Gathering General Information |
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to support.
| Manually Gathering General Information |
Gather the following files:
- dsm.opt (Backup-/Archive Client and HSM Client)
- details of operating system levels
- <BA-Client Install Dir>dsmc.exe query systeminfo -optfile="C:\Program Files\Tivoli\TSM\hsmclient\dsm.opt" -filename=hsmsysteminfo.txt
- <BA-Client Install Dir>dsmc.exe query systeminfo -optfile="C:\Program Files\Tivoli\TSM\baclient\dsm.opt" -filename=backupsysteminfo.txt
Note: The above Client files can be found in the installation file path. The default installation path is:
Windows: C:\Program Files\Tivoli\TSM\baclient
| Manually Gathering HSM Information |
Antivirus consideration:
Please check the "Compatibility with other software" section on our Tivoli Storage Manager HSM for Windows website for supported antivirus solutions.
Gather the HSM logs of the incident as follows:
- stop all HSM services, IBM TSM HSM Monitor Service and IBM TSM HSM Recall Service.
- save off and delete all log files
- set the trace level to FULL for the failing application. Use the HSM GUI -> Tools -> Trace Preferences -> select the correct application -> set trace level Full
- increase the trace file size to e.g. 100 MB (or maybe even more)
- or - - temporarily disable the "Wrap the trace file option" so the log files will be created with a date-time stamp (please do not forget to set/enable this option again after problem recreation to avoid filling the log directory)
- increase the trace file size to e.g. 100 MB (or maybe even more)
- start the HSM services
- recreate the problem
- if problem is related to migration, create a new HSM job covering only one or two files and recreate the incident
- when the problem happen with the GUI use the commandline client instead and vice versa
- stop all HSM services, IBM TSM HSM Monitor Service and IBM TSM HSM Recall Service.
- save off the log files
Record each step, capture screenshots, etc.
Zip up the HSM jobs directory
Zip up the HSM logs directory
Zip up the HSM config directory
Zip up the HSM tmp directory
Zip up the HSM listings directory
Call "dsminfo.exe all > hsminfo.txt"
Call "dsmhsmclc.exe -query > dsmhsmclc.txt"
Call "dsmhsmclc.exe check > dsmhsmclc_check.txt"
Call "dsmclc.exe listfilespaces > hsmfilespaces.txt"
Note: The above mentioned command and directories can be found in the installation path. The default installation path is: C:\Program Files\Tivoli\TSM\hsmclient\
Query HSM related information from the Windows Registry:
Open a Windows Command Line (cmd.exe) and then enter the following command:
reg query HKEY_LOCAL_MACHINE\SOFTWARE\IBM\ADSM\CurrentVersion\HsmClient /s > hsm_reg.txt
Provide the following files:
- Zip of HSM jobs
- Zip of HSM logs
- Zip of HSM config
- Zip of HSM tmp
- Zip of HSM listings
- hsminfo.txt
- dsmhsmclc.txt
- dsmhsmclc_check.txt
- hsmfilespaces.txt
- hsmsysteminfo.txt
- backupsysteminfo.txt
- hsm_reg.txt
| 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 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 |
Related Information
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Document Information
Modified date:
11 October 2019
UID
swg21456651