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:
- Collect a screenshot of the problem, details of any error messages, etc.
- Run the TPC Serviceability Tool if it is available.
- 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 |
- Review up-to-date product information at your IBM Support Portal page. Review the TPC Supported Products and Platforms document for the version of TPC you are using to make sure that the environment is supported.
- Utilize the IBM Electronic Service Request tool to access the IBM Tivoli Storage Productivity Center Support team when requiring assistance from IBM.
[<a name="relatedinfo">]Related Information] |
Related Information
[{"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"}}]
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Modified date:
22 February 2022
UID
swg21636949