IBM Support

Collecting Data for TPC: LDAP / Authentication Problems

Question & Answer


Question

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

Cause

Support request for problem determination data.

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 LDAP/Authentication 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 Level 1 support.

[<a name="generalgather">]Manually Gathering General Information

For all problems, please provide:
  • A detailed description of the problem, including the steps that led to the problem
  • Screenshot showing the problem (if applicable and a screenshot is available)
  • Related error messages

Refer to the next section for additional information that you should collect for the specific agent problem you are experiencing.

[<a name="manualgather">]Manually Gathering LDAP/Authentication Information

Questions to answer:
1. What type of LDAP:
a) Windows Active Directory (what version - 2003? 2008?)
b) IBM Directory Server (what version?)
c) other?
2. Secure LDAP (port 636) or standard LDAP (port 389)?
3. Was this a conversion from local OS authentication to LDAP?
4. Was authentication/login working before (yes/no)?
a) if yes, what was changed?
5. Can customer login to Spectrum Control / TPC?
a) if yes, with what user account(s)?

Authentication configuration files:
Collect the following files depending on the version of TPC:

xxx = C:\Program Files (Windows), /opt (AIX/Linux)

5.2.13 and older (ewas) =================================

WebServer (xxx/IBM/TPC/ewas/profiles/WebServerProfile/...):
.../config/cells/WebServerCell/wim/config/wimconfig.xml
.../config/cells/WebServerCell/security.xml
.../properties/soap.client.props

JazzSM Server (x/IBM/JazzSM/profiles/JazzSMServerProfile/...):
.../config/cells/JazzSMServerCell/wim/config/wimconfig.xml
.../config/cells/JazzSMServerCell/security.xml
.../properties/soap.client.props

5.2.14 and newer (Liberty) ===============================

WebServer (xxx/IBM/TPC/wlp/usr/servers/webServer/registry/ldapregistry.xml

Server logs and data:
  1. Collect a screenshot of the problem, details of any error messages, etc.
  2. Run the TPC Serviceability Tool if it is available.
  3. If the serviceability tool is not available, you should manually collect all of the following:
  • the version of TPC as listed in the 'version.txt' file (located in the TPC install directory on the server)
  • log and output files from steps A, B shown below.

A. Log and configuration data:
Collect the following files and directories, and package into a .zip or a compressed .tar file (<TPC> = c:\Program Files\IBM\TPC by default on Windows, /opt/IBM/TPC on Unix):
  • <TPC>/config, <TPC>/log, <TPC>/data/config, <TPC>/data/log, <TPC>/device/conf, <TPC>/device/log

B. Operating system environment information:
Windows:
cd c:\Program Files\Common Files\Microsoft Shared\MSInfo
msinfo32 /report c:\msinfo32.log /category all

Submitting Information to IBM Support

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

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

Online Self-Help Resources

[{"Product":{"code":"SS5R93","label":"IBM Spectrum Control"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"5.2.10;5.2.11;5.2.12;5.2.13;5.2.14;5.2.15;5.2.16","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Product":{"code":"SS5R93","label":"IBM Spectrum Control"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":" ","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Product":{"code":"SS5R93","label":"IBM Spectrum Control"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":" ","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]

Document Information

Modified date:
22 February 2022

UID

swg21636949