Collecting Data for Spectrum Protect: HSM client problems on Unix

Resolving The Problem

Collecting Troubleshooting Data 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.

Collecting Data: Table of contents:

	Gathering general information
	Manually Gathering General Information
	Gathering HSM Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

Entering general information into an electronically-opened Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.

Gather the following files:

• dsm.sys/dsm.opt
• details of operating system levels
• dsminfo.txt - Run QUERY SYSTEMINFO using the Client Command Line to generate a current version of the file.

• Note: The above Client files can be found in the installation file path. The default installation path is:
  AIX: /usr/tivoli/tsm/client/ba/bin or /usr/tivoli/tsm/client/ba/bin64
  HP-UX, Linux, Solaris: /opt/tivoli/tsm/client/ba/bin

Attached in this document is the collect_v8.pl perl script. This perl script collects Spectrum Protect and system information by executing several shell-commands depending on which operating system is running. It writes the information to a file named "collect.data.html" which can be viewed either by a simple text editor or web browser. This "collect.data.html" will be needed for analysis.

Gather the following information from a shell prompt :

• ps -ef | grep dsm > ps.out

For each HSM dsmrecalld, dsmmonitord, dsmscoutd, dsmrootd and dsmautomig process, run the following command from a shell prompt :

• pstack [pid] >> pstack_pid.out ....for HP-UX, Sun Solaris and Linux
• procstack [pid] >> pstack_pid.out ....for AIX

where [pid] is the process id of each HSM process listed above.

 

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.

• Review up-to-date product information at the IBM Spectrum Protect page.

• The Tivoli Storage Manager Product page is also still available if you have the older product..

• Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.

• Exchanging information with IBM Technical Support
• Latest Spectrum Protect Server and Client Downloads - Fixpacks and Interim Fixes