The Data Protection client is dependent upon the operating
system and the Exchange application. Collecting all the necessary
information about the environment can significantly assist with determining
the problem.
The Management Console (MMC) is able to collect information
in a package file. The package file can be sent to IBM Software Support.
Gather
as much of the following information as possible before you contact
IBM Support:
- The exact level of the Windows operating
system, including all service packs and hotfixes that were applied.
- The exact level of the Exchange Server, including all service
packs and hotfixes that were applied.
- The exact level of Data Protection for Exchange with Volume Shadow
Copy Service (VSS) Backup/Restore support.
- The exact level of the Tivoli® Storage
Manager API.
- The exact level of the Tivoli Storage
Manager server.
- The exact level of the Tivoli Storage
Manager backup-archive
client.
- The exact level of the Tivoli Storage
Manager storage
agent (if LAN-free environment).
- The Tivoli Storage
Manager server
platform and operating system level.
- The output from the Tivoli Storage
Manager server QUERY
SYSTEM command.
- The output from the Data Protection for Exchange TDPEXCC
QUERY EXCHANGE command.
- The device type (and connectivity path) of the Exchange databases
and logs.
- (SAN only) The specific hardware that is being used. For example:
HBA, driver levels, microcode levels, SAN Volume Controller or Storwize® V7000 levels, DS8000® hardware details.
- Permissions and the name of the user ID being used to run backup
and restore operations.
- The name and version of antivirus software.
- (SAN only) The VSS hardware provider level.
- The VSS hardware provider log files. See the documentation of
the specific VSS hardware provider on how to enable tracing and collect
the trace log files.
- (SAN only) The IBM CIM agent
level for DS8000, SAN Volume
Controller, or Storwize V7000.
- A list of vendor-acquired Exchange applications that are running
on the system.
- A list of other applications that are running on the system.
- A list of the steps that are needed to re-create the problem (if
the problem can be re-created).
- If the problem cannot be re-created, list the steps that caused
the problem.
- Does the problem occur on other Exchange servers?