Collecting Data for Tivoli Storage Manager Administration Center 6.2: Install Failure

Technote (troubleshooting)


Problem(Abstract)

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

Resolving the problem

Collecting Troubleshooting 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 work around to reduce severity.
Locating root cause can speed development of a code fix.

Collecting Data: Table of contents:

Gathering general information
Gathering TIP/Admin Center 6.2 Installation Information
Submitting Information to IBM Support
Online Self-Help Resources
Related Information


Gathering General Information

For supported levels of IBM Tivoli Storage Manager 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 TIP/Admin Center Information

1. For UNIX/Linux platforms, gather the following files:

/var/tivoli/tsm/logs.zip
/var/ibm/common/acsi/ACUApplication.properties
<tip_home>/logs/*.* <--All files here
/usr/ibm/common/acsi/bin/de_lsrootiu.sh > /tmp/de.txt

If there is no /var/tivoli/tsm/logs.zip, gather the following logs:

/var/ibm/common/acsi/ACUApplication.properties
/usr/ibm/common/acsi/logs <--tar/compress the directory
<tip_home>/_uninst <--tar/compress the directory
<tip_home>/logs/*.* <--All files here
/usr/ibm/common/acsi/bin/de_lsrootiu.sh > /tmp/de.txt

Where <tip_home> default is /opt/ibm/ac


2. For Windows platforms, gather the following files:

<tip_home>\logs.zip
<tsm_home>\logs\*.* <--All files here
C:\Program Files\IBM\Common\acsi\ACUApplication.properties

If there is no C:\IBM\AC\logs.zip, gather the following logs:

<tip_home>\_uninst <--zip the directory
<tip_home>\logs\*.* <--All files here
C:\Program Files\IBM\Common\acsi\logs <--zip the directory
C:\Program Files\IBM\Common\acsi\ACUApplication.properties

Where <tip_home> default is C:\IBM\AC


Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic troubleshooting data to IBM.

If using ESR, update the PMR to indicate that data has been sent.

Online Self-Help Resources

  • Review up-to-date product information at the Tivoli Storage Manager Product Support page.
  • Utilize the IBM Electronic Service Request tool to access the Tivoli Storage Manager Support team when requiring assistance from IBM.
  • Use the IBM Support Assistant (ISA), this free cross product tool assists you in increasing your capacity for self-help. The Tivoli Storage Manager server has a plugin for the ISA tool.
  • Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

Related Information

Historical Number

1498640

Product Alias/Synonym

tsm adsm

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Document information


More support for:

Tivoli Storage Manager
Server

Software version:

6.2

Operating system(s):

AIX, Linux, Solaris, Windows

Reference #:

1618751

Modified date:

2014-04-18

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