Troubleshooting
Problem
Collecting documents to aid in problem determination when an installation or upgrade to V7 fails.
Symptom
With the release of Spectrum Protect V7, the installation procedure uses the IBM Installation Manager tool for installing the server. The data collection it is different with Spectrum Protect V7.
Resolving The Problem
Collecting troubleshooting data before opening the Case can help IBM® Support quickly determine the following conclusions:
The symptoms match known problems (rediscovery).
The problem can be identified and resolved.
A defect exists that identifies a workaround to reduce the impact in the environment.
Locating the root cause so a fix can be created.
Collecting data: Table of contents:
Gathering general information | |
Gathering Spectrum Protect Server Installation and Upgrade 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.
Gathering Tivoli Storage Manager Server Installation and Upgrade Information |
- Gathering the logs by using IBM Installation Manager GUI:
You can view installation log files by clicking File > View Log from the Installation Manager tool.
To collect these log files, click Help > Export Data for Problem Analysis from the Installation Manager tool and follow the instructions on the display.
- Gathering the logs manually:
It is possible to use the command line tool "imutils" to gather logs. It is located in the Installation Manager install directory:
- For Unix platforms:
/opt/IBM/InstallationManager/eclipse/tools
- For Windows platforms:
c:\Program Files\IBM\Installation Manager\eclipse\tools
The syntax of the command is
imutilsc exportInstallData <name of zipFile to be created>
Example for Unix platforms:
/opt/IBM/InstallationManager/eclipse/tools/imutilsc exportInstallData /tmp/InstallLogs.zip
Example for Windows platforms:
"c:\Program Files\IBM\Installation Manager\eclipse\tools\imutilsc.exe" exportInstallData
c:\InstallLogs.zip
The tool will gather all the logs and will be compressed in the specified file in the specified path.
- Additional information:
Any screenshots from the IBM Installation Manager graphical Interface that shows the error.
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.
-
The Tivoli Storage Manager Product page is also still available if you have the older product..
- Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.
Related Information |
Related Information
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Document Information
Modified date:
08 August 2018
UID
swg21664161