IBM Support

Collecting data for IBM FileNet Image Services 4.x on Windows

Technote (FAQ)


What data should be Collected and provided to IBM support will help expedite the problem resolution process?


Questions to Answer

  1. What exact products, versions, and system configuration exist? The more detail the better.
    Example: one Root/Index server, with a BES server, running IS 4.0 Service Pack 5 Fix Pack 9, Oracle 9i, Windows 2003.
  2. What is the error message or symptom? Screen shots are best, if available.
  3. Which system is affected? Production, QA (Quality Assurance), Development, DR (Disaster Recovery) or Test?
  4. What changes have been made to the environment recently? Example: hardware or software added or modified? change in network configuration? users added?
  5. Has this problem occurred before? If so, how often and can it be reproduced?
  6. Is there a workaround?
  7. What is the current business impact?

Logs to Collect

The Image Services (IS) 911 logs provide the majority of information used by IBM support to analyze and resolve reported issues. However, additional logs may be requested by IBM, after review of the 911 logs depending upon the issue reported.

Depending on your system and the error condition, 911 may run properly or hang. Please choose the proper scenario based on the behavior of 911.

Scenario #1 - 911 runs properly (no hang)

Scenario #2 - 911 hangs (which is determined by a lack of screen status messages)

Scenario #1

1. Run the 911 utility to gather data ( do this prior to restarting IS ).

Run 911.cmd located in the \fnsw\support\ directory.
The output file is located in \fnsw_loc\logs\911\911.<date>.<sequence number>.{fzp,zip}
The output file for IS 4.0 through IS 4.0.40 use the extension of ".fzp" and IS 4.0.50 and above use the extension ".zip". The ".fzp" files uses the program fnzip, found on the server, to uncompress.

Example: \fnsw_loc\logs\911\ This would be a compressed tar file containing all the data gathered by running the 911 script.

Note: If there are multiple IS Servers (Root/Index and OSAR/MSAR servers) collect the data on each server.

2. Send the 911 output file information to IBM.

Scenario #2

1. If 911 hangs, then Ctrl+C to quit 911

Execute these commands to gather the logs (do this prior to restarting IS):

cd \fnsw_loc\tmp
cormon -p > cormon.txt
ipc_tool -i > ipci.txt
[Answer "y" if prompted]
ipc_tool -s > ipcs.txt
ipc_tool -t > ipct.txt
winmsd /report winout.txt (may take a few minutes to complete)
MKF_debug > mkfdebug.txt
netstat -a
netstat -n > netstat.txt
dbp -s > dbp.txt
ppmoi >> ppmoi.txt
fn_util whichfn > whichfn.txt

2. Restart IS, then collect the following:

1. Get elog file. Example: \fnsw_loc\logs\elog\el20081211
2. perf_report -a
3. perf_report -rful -m1000 > perf.rful.txt
4. Get the highest numbered CDB file from the Root/Index server in \fnsw_loc\sd\conf_db\IMS_###.cdb

Note: If there are multiple IS Servers (e.g. Root/Index and OSAR/MSAR servers) collect the data on each server.

3. Send the 911 output file information to IBM.

What to do next
Once you have collected the preceding information, you can submit the diagnostic information to IBM support.

For a listing of all technotes, downloads, and educational materials specific to the Image Services component, search the

Document information

More support for: FileNet Image Services
Image Services

Software version: 4.0, 4.1

Operating system(s): Windows

Software edition: All Editions

Reference #: 1330445

Modified date: 07 December 2016