IBM Support

Collect Troubleshooting Data: IBM Spectrum Protect for Workstations Central Administration Console Version 7.1.x/8.1.x

Troubleshooting


Problem

Collect Troubleshooting Data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).

Resolving The Problem

Collecting Troubleshooting early, even before opening the Case, 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.

Collect Troubleshooting Data: Table of contents:

Gathering general information
Manually Gathering General Information
Gathering Central Administration Console 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. 

 
Manually Gathering General Information

Gather the following information:
  • Details of operating system levels where the Central Administration Console is installed.
  • Central Administration Console level (ex: 7.1.3.0)

This information can be obtained from the About page.


 
Manually Gathering Central Administration Console Information

Gather the following logs:
  • For version 7.1.0.x, compress the entire directory : C:\Program Files\Tivoli\TSM\IBM FB4WCA Console\isc71
  • For versions 7.1.1.0 and higher, compress the entire directory : C:\Program Files\Tivoli\TSM\CAC\wlp\usr\servers\FBFWCAServer
  • FastBack/Spectrum Protect for Workstations client logs that pertain to the problem.  Reference the following document on how to collect the client logs:
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
   
Related Information

[{"Product":{"code":"SSER9E","label":"IBM Spectrum Protect for Workstations"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"--","Platform":[{"code":"PF033","label":"Windows"}],"Version":"7.1.3;7.1.4;8.1","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SS9NU9","label":"Tivoli Storage Manager FastBack"},"Component":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"7.1.3, 7.1.4","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]

Document Information

Modified date:
07 November 2019

UID

swg21967496