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MustGather: General Information to collect for Informix Family product problems

Question & Answer


Question

MustGather for all general problems with Informix Family products. Gathering this information before calling IBM® support helps familiarize you with the troubleshooting process and saves you time.

Answer

For IBM® Informix® products, gather the following information for any problem.

For problem/product/component-specific guidelines, see the complete list of Informix MustGather documents in the MustGather: Read first for Informix Family products document.



General Information
This section lists questions specific to the problem.

  • The exact products and versions involved in the problem
  • The nature of the symptom you are seeing (error, message, abend, etc.)
  • Have there been any recent changes to your environment (Hardware, OS, Software version)?
  • Has this problem occurred before?
    • If the problem has occurred before, do you have a previous PMR number?
    • How often does this problem occur?
  • Can the problem be reproduced?
  • Is this a production, development, or test environment?
  • How many users are affected by this problem?
  • What is the business impact of this problem?
  • Are there other repercussions due to the problem occurring?



  • Processes to run
    Read the operating system man pages and/or product documentation for usage and other information about the following commands, if necessary.

    These commands collect:
    • OS Version
    • OS Patches or Maintenance level
    • OS Environment Variables
    • OS Configuration & Error reporting
    • OS Kernel parameters


    Run the following commands and collect the output:

    AIX users

    CommandCollects
    uname -a or oslevel -q OS Version
    '/usr/sbin/instfix -ivq' OS Patches or Maintenance level
    env OS Environment Variable
    errpt OS Configuration & Error Reporting
    '/usr/sbin/lsattr -E -l sys0' OS Kernel parameters


    HP-UX users

    CommandCollects
    uname -aOS Version
    '/usr/sbin/swlist -l product' OS Patches or Maintenance level
    env OS Environment Variable
    /usr/sbin/dmesg OS Configuration & Error Reporting
    /usr/sbin/sysdef OS Kernel parameters


    Linux users

    CommandCollects
    uname -aOS Version
    '/bin/rpm -qa' OS Patches or Maintenance level
    env OS Environment Variable
    /bin/dmesg OS Configuration & Error Reporting
    '/sbin/sysctl -a' OS Kernel parameters


    Solaris users

    CommandCollects
    uname -aOS Version
    '/usr/bin/showrev -a' OS Patches or Maintenance level
    env OS Environment Variable
    '/usr/sbin/prtdiag -v' OS Configuration & Error Reporting
    '/usr/sbin/sysdef -D' and '/usr/bin/getconf -a' OS Kernel parameters


    Windows users

    CommandCollects
    winver or ver OS Version
    XP only:
    'winmsd /report' and systeminfo
    OS Patches or Maintenance level
    setOS Environment Variable
    XP only:
    • cscript C:\windows\system32\eventquery.vbs /L application /R 1000 /V
    • cscript C:\windows\system32\eventquery.vbs /L system /R 1000 /V
    • cscript C:\windows\system32\eventquery.vbs /L security /R 1000 /V
    OS Configuration & Error Reporting
    XP only:
    'REG QUERY \\%COMPUTERNAME%\HKLM\SOFTWARE /S'
    OS Kernel parameters



    Files to collect
    Additionally, this section lists files to collect which are normally (or optimally) analyzed for this problem.

    OS PlatformFile
    AIX/var/adm/syslog/syslog.log
    HP-UX/var/adm/syslog/syslog.log
    Linux/var/log/messages
    Solaris/var/adm/messages & /var/log/syslog



    Submitting information to IBM Support
    Once you have collected your information, you can begin Problem Determination through the product Support web page, or simply submit the diagnostic information to IBM support.

    You can submit files using one of following methods to help speed problem diagnosis:
    • IBM Support Assistant (ISA)
    • Electronic Service Request (ESR)
    • FTP to the Enhanced Customer Data Repository (ECuRep)

    See the Related information article, Submitting diagnostic information to IBM Technical Support for problem determination

    [{"Product":{"code":"SSGU8G","label":"Informix Servers"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF025","label":"Platform Independent"},{"code":"PF008","label":"DYNIX\/ptx"},{"code":"PF010","label":"HP-UX"},{"code":"PF015","label":"IRIX"},{"code":"PF016","label":"Linux"},{"code":"PF026","label":"Reliant UNIX"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"1.0;1.1;10.0;11.0;2.0;4.0;5.1;5.2;6.0;7.3;8.0;9.4","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSGKNY","label":"Informix C-ISAM"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSAVH9","label":"Informix Spatial DataBlade"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSGU8G","label":"Informix Servers"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSGU5D","label":"Informix Extended Parallel Server"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSGHZP","label":"Informix OnLine"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSGU5Y","label":"Informix Standard Engine"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}},{"Product":{"code":"SSVT2J","label":"Informix Tools"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

    Document Information

    Modified date:
    06 April 2023

    UID

    swg21268933