IBM Support

Collecting Diagnostic Data for Notes Crash/Hang/Performance Issues using IBM Support Assistant (ISA)

Troubleshooting


Problem

How do I collect diagnostic data when having crash, hang or other performance issues with Notes Client (Standard Configuration)?

This technote explains how to collect the diagnostic data needed by IBM Support using the IBM Support Assistant (ISA) tool. These data are usually for (but are not limited to) crash, hang or other performance issues for Notes 8.5.x and 9.0.x.

Environment

Notes 8.5.x and 9.0.x, Windows, Linux, Mac OSX

Resolving The Problem

If you have already contacted support, continue on to the component-specific Collecting Data information. Otherwise, click: Collecting Data: Read first for Lotus Notes & Domino.

A. Collect diagnostic data via the Help menu while the Notes client is running

If the Notes client crashes, customers are advised to run ISA right after restarting Notes by doing the steps below:

1. From the Notes menu, go to "Help" > "Support" > "Collect Support Data".



2. The Collect Support Data window will pop up. Click on the "Collect" button to initiate the diagnostic data collection.



Note: There is no need to check "Enable customized tracing" unless instructed by a support engineer.

3. Locate and then send the resultant data collection to IBM.

Once the collection is complete, the collected result diagnostic data collection will be displayed, this is ready to send to IBM support. To locate the collection file, click on the document link to bring you to the collection file location. This file is located in the Notes Data\workspace\autopd directory.

See Using ECuRep to exchange information with IBM Technical Support for information about sending data to IBM technical support.
 

* * * New in 8.5.3 * * *
The location of the collection file is also logged in the trace log. See example below:

In Help > Support > View Trace a message of type INFO will now be logged:
(example: Notes client installed to C:\IBM\Lotus\Notes directory)
 
CWPSA2024I: Finished an IBM Support Assistant data collection job with collection results at: C:\IBM\Lotus\Notes\Data\autopd\collector_<datetimestamp>.zip


B. Manually collecting system and log data when the Notes client will not start:

If the Notes client will not start, you can still collect the diagnostic data using ISA by manually running the data collector from the command line. Below are the steps:

1. Navigate to the RCP subdirectory of the Notes client framework directory. By default, the client is installed to the c:\Program Files\IBM\Lotus\Notes directory so you would navigate to :C:\Program Files\IBM\Lotus\Notes\framework\rcp.

2. Execute the following file to start the collector:

-- In Windows: startcollector.bat
-- In Linux: ./startcollector.sh

The collector gathers the problem determination data into a .zip file and then informs the user of the location of the file.

This is also documented in How to collect ISA data manually.

For the steps on how to run a manual NSD, please refer to How to run a manual NSD for Notes/Domino on Windows.

Additional Information

The .zip file can be opened/unzipped using any zip utility program. Once opened, you can access "error" and "log" files in the Notes\Data\workspace\logs directory.

The latest log of each ends in "0", therefore, "error-log-0" and "trace-log-0".

If the issue concerns a Notes Client crash as well, then any required NSD files for review can be found within this zip file, in the following directory:

IBM_TECHNICAL_SUPPORT

The resulting zip file will allow IBM to view a more complete picture of the client install than just the logs or NSD's (install hierarchy, install log, debug output files, provisioning data, rpclauncher data, java core file, error and trace logs.)

On the Collect Support Data window, there is an option to "Enable customized tracing" just below the progress bar. If you click on it, a comprehensive ISA data collection application will start up, providing additional data collection options.

Starting Notes 8.5.3, the zip file generated by ISA includes the notes.ini (for Windows) or Notes Preferences (for Mac). Prior to this version, support suggests to manually collect a copy of the notes.ini for review.

On the Macintosh, the Notes Workspace Directory on the MAC is located in this folder:

For Notes 8.5.X:
<home>/Library/Application Support/Lotus Notes Data/Expeditor/Applications

For Notes 9.0.X:
<home>/Library/Application Support/IBM Notes Data/Expeditor/Applications

Related information

Using ECuRep to exchange information with IBM Support
File location differences for Lotus Notes for Macintosh

Document information

More support for: IBM Notes

Component: Crash/Hang/NSD

Software version: 8.5, 9.0, 9.0.1

Operating system(s): Linux, OS X, Windows

Software edition: Social Edition, Standard

Reference #: 1424260

Modified date: 05 September 2018