Troubleshooting
Problem
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).
Resolving The Problem
Collecting data early, even before opening the PMR, helps IBM® Support quickly determine whether:
Collecting Data: Readme first table of contents:
Entering general information into an electronically opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.
IBM Tivoli Monitoring V6 is made up of multiple components and it is possible you need to collect information from more than one component and system to isolate and correct an issue.
For assistance in help identifying the component that is causing problems, visit the IBM Tivoli Monitoring Troubleshooting Guide.
Otherwise, take a look at the components in the table below. If one of the product components below indicates where your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated Collecting Data document (some Collecting Data documents are under construction and will come available as they are completed):
There is a problem determination (PD) collector tool provided for ITM V6. This tool is part of the product at ITM 6.2 and later, or can be downloaded from this technote. The tool, pdcollect, is available for Linux, UNIX, Windows and z/OS, and it provides the capability to collect the necessary logs and other PD information requested by IBM Support.
Once you collected the PD information with pdcollect, this information needs to be uploaded to IBM by using the steps provided in this URL Exchanging information with IBM Technical Support.
31 Dec 2014: updated related information to point to the latest version of the docs (6.3.0.2)
22 Oct 2013: changed all reference links from www-1 or www-01.ibm.com to www.ibm.com
14 Nov 2012: Removed links to DB2 and Oracle agent Must Gather docs.
27 Oct 2009: Added links to Warehouse Proxy Agent and Summarization and Pruning Agent
13 Oct 2009: Added link to TEMS on z/OS Collecting Data
29 Jan 2009: Updated Information to Gather section
18 June 2008: Added link to TEPS Collecting Data
21 April 2008: Updated page expiration date
20 July 2007: Initial creation of this page
- Symptoms match known problems (rediscovery).
- There is a nondefect 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.
Collecting Data: Readme first table of contents:
 |
Gathering general information |
 |
Gathering Component Specific Information |
 |
ITM Collector Tools |
 |
Submitting information to IBM Support |
| Gathering general information |
IBM Tivoli Monitoring V6 is made up of multiple components and it is possible you need to collect information from more than one component and system to isolate and correct an issue.
| Gathering Component Specific Information |
For assistance in help identifying the component that is causing problems, visit the IBM Tivoli Monitoring Troubleshooting Guide.
Otherwise, take a look at the components in the table below. If one of the product components below indicates where your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated Collecting Data document (some Collecting Data documents are under construction and will come available as they are completed):
| Components, Symptom, or Description |
Information to Gather
|
| ITM Tivoli Enterprise Monitoring Server on z/OS | http://www.ibm.com/support/docview.wss?&uid=swg21287268 |
| ITM Tivoli Enterprise Monitoring Server on Distributed (Windows, UNIX, Linux) | http://www.ibm.com/support/docview.wss?&uid=swg21269622 |
| ITM Tivoli Enterprise Portal Server | http://www.ibm.com/support/docview.wss?uid=swg21297524 |
| ITM V6 UNIX Agent | https://www.ibm.com/support/pages/node/91381 |
| ITM V6 Warehouse Proxy Agent | http://www-01.ibm.com/support/docview.wss?uid=swg22007577 |
| ITM V6 Summarization and Pruning Agent | http://www-01.ibm.com/support/docview.wss?uid=swg22007581 |
| ITM V6 Windows Agent | https://www.ibm.com/support/pages/node/6096298 |
| ITM V6 Linux Agent | https://www.ibm.com/support/pages/node/727347 |
| ITM V6 zEnterprise Monitoring Agent | http://www.ibm.com/support/docview.wss?uid=swg21599933 |
| Enterprise Common Collector 1.1.0 | http://www.ibm.com/support/docview.wss?uid=swg21599665 |
| Collector Tool |
Once you collected the PD information with pdcollect, this information needs to be uploaded to IBM by using the steps provided in this URL Exchanging information with IBM Technical Support.
| Submitting information to IBM Support |
- After a PMR is open, you can submit diagnostic data to IBM.
- If using ESR, update the PMR to indicate that data has been sent.
| Related information |
- IBM Tivoli Monitoring Troubleshooting Guide
- IBM Tivoli Monitoring Installation and Setup Guide
- IBM Tivoli Monitoring Administrator's Guide
- IBM Tivoli Monitoring User's Guide
- IBM Tivoli Monitoring Quick Start Guide
- IBM Tivoli Monitoring Featured documents page
- Exchanging information with IBM Technical Support
| Change History |
31 Dec 2014: updated related information to point to the latest version of the docs (6.3.0.2)
22 Oct 2013: changed all reference links from www-1 or www-01.ibm.com to www.ibm.com
14 Nov 2012: Removed links to DB2 and Oracle agent Must Gather docs.
27 Oct 2009: Added links to Warehouse Proxy Agent and Summarization and Pruning Agent
13 Oct 2009: Added link to TEMS on z/OS Collecting Data
29 Jan 2009: Updated Information to Gather section
18 June 2008: Added link to TEPS Collecting Data
21 April 2008: Updated page expiration date
20 July 2007: Initial creation of this page
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Document Information
Modified date:
18 March 2022
UID
swg21266383