Collecting data for IBM Document Manager

Technote (FAQ)


Question

When a problem is experienced with IBM Document Manager(DM), what information should be provided to IBM Support in order to clarify the issue and enable a more efficient analysis of data?

Answer

The following data should be provided:

A description of the environment:
· The version of the operating system.
· The specific version of the content repository (DB2 Content Manager With IBM Information Integrator for Content and DB2 or Oracle, FileNet Panagon Content Services with IDM Desktop and Microsoft SQL Server or Oracle) being used including any fix packs that have been applied.
· The specific version of IBM Document Manager being used including any fix packs that have been applied.
· The protocols (.Net Remoting or DCOM).
· The version of the Web browsers (Microsoft IE, Firefox).
· The version of related integrated applications (Microsoft Office, AutoDesk AutoCAD, Bentley MicroStation, Oracle AutoVue, and IBM Lotus Notes).
· The deployment information of the DM Server and Services for the service problem.

A description of the problem:
· The symptom from a users perspective.
· Detailed steps required to reproduce the problem.
· A brief description of configuration specifics with screen shots.
· A brief explanation of what the expected results were.
· A description, if applicable, of any work around that is available.
· How frequently the problem occurs.
· History of the problems. How long has been the problem been occurring.
· Have there been any changes to the system since the issue began appearing (Fix Pack, configuration change, server relocation, etc)?

Collecting IBM Document Manager Component Logs
IBM Document Manager Server issues:
Logging for this component is defined in the Ddmlogconfig.properties file located in the DM installation directory. By default, the log file names include the user name and process name. Below are the default log files for each component.
· DM Library Server - DM_User.DLLHOST.dmlog.log.
· DM Cache Services - SYSTEM.DDMCASRV.dmlog.log.
· DM Lifecycle Services - SYSTEM.DDMWPSRV.dmlog.log.
· DM Notification Services - SYSTEM.DDMNTSRV.dmlog.log.
· DM Print/Plot Services - SYSTEM.DDMPRSRV.dmlog.log.
· DM Rendition Services - SYSTEM.DDMRNSRV.dmlog.log.
· DM Automation Services - SYSTEM.DDMPCSRV.dmlog.log.
· DM Alarm Manager - SYSTEM.DDMALSRV.dmlog.log.

IBM Document Mananger Client issues:
Logging for this component is defined in the Ddmlogconfig.properties file, located in the DM installation directory. By default, the log file names include the user name and process name. Below are the default log files for each component.
· DM Designer - Administrator.DDMCFGSV.dmlog.log.
· DM Desktop - Administrator.IEXPLORE.dmlog.log.
· For the integrated applications, for example Microsoft Office Word, the default log file is Administrator.WINWORD.dmlog.log.
In the examples above, "Administrator" is the user logged on to Windows.

IBM Document Manger Services issues:
Enable IBM Document Manager service logging, which can be set through "Generate log files" in the "Logging" tab of "Library Configuration" in the Service Manager.
The log file for each enabled service is stored in the Document Manager installation directory on the Document Manager server.

Miscellaneous issue relating to the DM user:
Maintain server trace logs for each login account, which can be set through "Maintain server trace logs" option in the "Login Security" tab of "Library Configuration" in the Designer.
When user logging is enabled, a log file is created for each Desktop user that is logged into the library. Log files are also created for the user IDs that are in use by the DB2 Document Manager services and the Designer. The log files are stored on the DB2 Document Manager server in a folder named Log, which resides in the installation directory. By default, this is C:\Program Files\IBM\DB2 Document Manager.

Content Repository issues:
Collect DK logs from IBM Content Manager II4C.

Crash and Hang issues:
The Dump file of the related process and the Windows Event logs are necessary.

Turning on the DM logs and setting log priority:
The log priority settings are important when troubleshooting a DM issue. The log priority is set in the Ddmlogconfig.properties file, which is stored in the root of the DM install folder. It is important to change the priority setting back to the original value if detailed analysis is not currently required.
· DMLogPriority = DISABLE (Use this to disable logging)
· DMLogPriority = FATAL (Use this to log FATAL messages)
· DMLogPriority = ERROR (Use this to log FATAL + ERROR messages)
· DMLogPriority = PERF (Use this to log FATAL + ERROR + PERFORMANCE messages)
· DMLogPriority = INFO (Use this to log FATAL + ERROR + PERFORMANCE + INFO messages)
· DMLogPriority = TRACE_NATIVE_API (Use this to log FATAL + ERROR + PERFORMANCE + INFO + TRACE_NATIVE_API messages)
· DMLogPriority = TRACE_ENTRY_EXIT (Use this to log FATAL + ERROR + PERFORMANCE + INFO + TRACE_NATIVE_API + TRACE_ENTRY_EXIT messages)
· DMLogPriority = TRACE (Use this to log FATAL + ERROR + PERFORMANCE + INFO + TRACE_NATIVE_API + TRACE_ENTRY_EXIT + TRACE messages)
· DMLogPriority = DEBUG (Use this to log FATAL + ERROR + PERFORMANCE + INFO + TRACE_NATIVE_API + TRACE_ENTRY_EXIT + TRACE + DEBUG messages)

Log File Name and Log File Size Settings:
It is also important to set the location and log file size. The default log file size setting is 5MB. For debug logging 10MB would probably be more sufficient. The size also depends on how long you plan on running the logging. This will mean increasing the size to meet specific needs.

DMLogOutputFileName =${env.ALLUSERSPROFILE}\Application Data\IBM\DB2 Document Manager\log\${user.name}.${process.name}.dmlog.log
DMLogOutputFileSize = 10

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Document information


More support for:

Document Manager

Software version:

8.4, 8.4.2, 8.5, 8.5.0.1

Operating system(s):

All Windows Platforms, Windows

Software edition:

All Editions

Reference #:

1599301

Modified date:

2013-05-03

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