Troubleshooting
Problem
Collecting Data documents aid in problem determination and save 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.
Collecting Data: Table of contents:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
Gather the following files:
VSS Provider Log Files
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 FlashCopy/Snapshot 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:
- \Program Files\Tivoli\FlashCopyManager\dsm.opt
- \Program Files\Tivoli\TSM\TDPSql\dsm.opt (if using FlashCopy/Snapshot for SQL)
- \Program Files\Tivoli\TSM\TDPExchange\dsm.opt (if using FlashCopy/Snapshot for MS Exchange)
- details of operating system levels
- dsminfo.txt - Run QUERY SYSTEMINFO using the Spectrum Protect Client Command Line to generate a current version of the file.
From the DOS/Command prompt in the \Program Files\Tivoli\TSM\BAClient directory, gather the outputs from the command:
- dsmcutil list
then for each item in this list run a query:
- dsmcutil query /name:"Name of service from list above"
From the Spectrum Protect server, provide the output from the administrative commands:
- QUERY PROXYNODE
- QUERY ADMIN
To ensure that VSS is working properly, see Knowledgebase document:
| Manually Gathering FlashCopy/Snapshot Information |
VSS Provider Log Files
- System Provider: (Windows Event Log)
- SVC, DS6000, DS8000: X:\Program Files\IBM\Hardware Provider for VSS\IBMVss.log
- XIV: c:\Windows\Temp\xProvDotNet\xProvDotNet.txt
If the error can be reproduced in the Data Protection MMC GUI, recreate the problem with diagnostics enabled.
Instructions are in the technote "Enable diagnostics in the FlashCopy Manager MMC GUI"
- http://www-01.ibm.com/support/docview.wss?uid=swg21644844
After the error has been recreated and captured with diagnostics enabled, disable the diagnostics and upload the data (zipped) in the C:\Program Files\Tivoli\FlashCopyManager\ProblemDetermination directory location
| 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.
[{"Product":{"code":"SS36V9","label":"Tivoli Storage FlashCopy Manager"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"Not Applicable","Platform":[{"code":"PF033","label":"Windows"}],"Version":"3.1;3.2;4.1","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSERFV","label":"IBM Spectrum Protect Snapshot"},"Component":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"3.1, 3.2, 4.1","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
TSM FCM
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Document Information
Modified date:
01 February 2022
UID
swg21592578