IBM Support

Collecting Data for Tivoli Storage Manager Fastback: Client Installation Issues

Troubleshooting


Problem

Collecting data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).

Resolving The Problem

Collecting troubleshooting Data 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

 

Gathering General Information

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

 
Manually Gathering General Information
  • 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".
 
Manually Gathering Fastback Install Information

Collect the following information about your environment and have available:
  • Version Information: Provide the Tivoli Storage Manager Fastback component and version number. Example: Tivoli Storage Manager Fastback Client Version 5.5.1.
  • FastBack Logs and Files: On the Fastback Client system, go to the %TEMP% directory, which by default is located at:

    Older Versions of Windows: "C:\Documents and Settings\<user name>\Local Settings\Temp".

    Windows 7 / 2008 / 2012: "C:\Users\<user name>\AppData\Local\Temp".

    The installation log file is called "FastbackInstallation.log".
  • Application and Server 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.txt". Repeat this process for the System Event Log, naming the file "System Event Log.txt".
Submitting Information to IBM Support

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.

 
Online Self-Help Resources
   
Related Information

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Product Synonym

TSM FSB

Document Information

Modified date:
12 November 2019

UID

swg21314830