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:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
Gather the following information:
This information can be obtained from the About page.
Gather the following logs:
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 |
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 |
- Review up-to-date product information at the Tivoli Storage Manager FastBack for Workstations Product Page.
- You can also find product information at the IBM Spectrum Protect page.
-
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
[{"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"}}]
Was this topic helpful?
Document Information
Modified date:
07 November 2019
UID
swg21967496