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Collecting data for Content Manager OnDemand Server Crash on Solaris

Question & Answer


Question

Collecting data for IBM® Content Manager OnDemand server terminating without warning (crash) or generating a core file on Solaris® operating system. Gathering this information before contacting IBM Support will help speed the troubleshooting process.

Answer

If you have already contacted support, begin collecting OnDemand server crash on Solaris data. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting OnDemand server crash on Solaris specific information
Perform the following steps immediately after a crash is experienced.

  1. Rename the core file so that it is not overwritten by another failure of programs or tools. A core file should be produced in /opt/ondemand/bin or in the directory where OnDemand was started. If no core file was generated see the Related information section.

  2. Enter the following command against the renamed core file:

    pstack core_file > pstack.out

  3. Collect the OnDemand arssock.err network log. This file is located in the directory defined by the ARS_TMP parameter in your ars.cfg.

  4. As the OnDemand instance owner, provide the ulimit -a output. The OnDemand instance owner should be the Solaris account that arssockd runs as.

  5. Gather the OnDemand System Log messages starting 10 leading to and including the crash:
    1. Log on to the OnDemand Windows Client as an administrator.
    2. Open the System Log folder.
    3. Search the System Log for the time range of the crash.
    4. Copy and paste the messages into a text file.

  6. If you are using DB2® as your database manager, gather a db2support.zip file:

    db2support output_path -d database_name -c

    Note:     The OnDemand database name can be determined from the SRVR_INSTANCE parameter value in your ars.ini. Further information on db2support.zip files can be found in the Related information section.

  7. Send the following files to IBM Support:
    • /var/adm/messages
    • arssock.err
    • ulimit -a
    • pstack.out
    • OnDemand System Log
    • OnDemand configuration files (ars.ini, ars.cfg, ars.cache, ars.dbfs)
    • db2support.zip if you are using DB2 as your database manager.
    What to do next
    Once you have collected the preceding information, submit the diagnostic information to IBM Support. See Exchanging information with IBM Support.

    [{"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Server","Platform":[{"code":"PF027","label":"Solaris"}],"Version":"8.5;8.4;8.3","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]

    Document Information

    Modified date:
    17 June 2018

    UID

    swg21304881

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