Collecting Data for Tivoli Storage Manager Fastback: Server Installation Issues

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 Fastback Install Information
	Submitting Information to IBM Support
	Online Self-Help Resources
	Related Information

For supported levels of IBM Tivoli Storage Manager Fastback you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can also manually collect the general information.

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

• Problem Details: List all symptoms that are caused by the problem. Have you seen this problem in your environment before? When did the problem start occurring? Have there been any changes in your environment recently?
• System Information Logs: You can locate this information by going to: " Start Menu\All Programs\Accessories\System Tools\ System Information" or in the directory "c:\Program Files\Common Files\Microsoft Shared\MSInfo" as misinfo32.exe. Inside the System Information Tool go to "File-> Save", and save as "System_Info.nfo".

Collect the following information about your environment and have available for upload:

• Application and System Event Logs: Go to "Start -> Settings -> Control Panel -> Administrative Tools -> Event Viewer." In the left window click on "Application". From the drop-down menu go to "Actions -> Export List" and name the text file "Application Event Log.evt". Repeat this process for the System Event Log, naming the file "System Event Log.evt".
• Version Information: Provide the TSM Fastback component and version number. Example:
  • TSM Fastback Mount Version 5.5.
• FastBack Logs and Files for older Windows versions (Windows 2003, Windows XP, etc):


• On the Fastback Sever go to the directory:
  • "C:\Documents and Settings\All Users\Application Data\Tivoli\TSM\Fastback\Server".
  Depending on where the installation failed this folder may, or may not exist. The folder contents should be zipped/compressed to reduce the size.
• FastBack Logs and Files for the Windows 2008 release: The above directory would be "C:\ProgramData\Tivoli\TSM\FastBack\server".
• FastBack Installation Logs and Files: On the Fastback Server go to the %TEMP% directory: "C:\Documents and Settings\<user name>\Local Settings\Temp". The installation log file is called "FastbackInstallation.log".

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.