Troubleshooting
Problem
Collecting data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
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:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
When the FastBack Services crash, please restart the service and collect the following information about your environment and have available:
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 Crash 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 the symptoms that you see 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 Crash Information |
When the FastBack Services crash, please restart the service and collect the following information about your environment and have available:
- 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 -> Save Log File As". Select 'Event Log (*evt)' from the 'Save as type' field and name the file "Application Event Log.evt" in the 'File name' field and then save the file. Repeat the process, but this time select 'CSV (Comma delimited)(*.csv)' from the 'Save as type' field and name the file "Application Event Log.csv" before saving the file. Repeat this process for the System Event Log, naming the file "System Event Log.evt" and "System Event Log.csv".
- Version Information: Provide the TSM Fastback component and version number that the errors are occurring on. Example: TSM FastBack Mount Version 6.1.12.0.
- FastBack Logs and Files:
Collect all files in the Client and Server directories. These folders contain error logs and configuration files needed for troubleshooting Fastback issues. Zip/compress all files in the root the these directories (do not include other sub-directories). The locations are as follows:
FastBack Client Locations: (Do not include sub directories.)
Windows 2003: C:\Documents and Settings\All Users\Application Data\Tivoli\TSM\Fastback\Client.Windows 7/8.1/2008/2012: C:\ProgramData\Tivoli\TSM\FastBack\Client
Fastback Server Locations: (Include all sub directories.)
Windows 2003: C:\Documents and Settings\All Users\Application Data\Tivoli\TSM\Fastback\Server
Windows 7/8.1/2008/2012: C:\ProgramData\Tivoli\TSM\FastBack\Server - Operating System Dump files:
Collect the all *.dmp files from the FastBack Client installation directory.
| 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 |
- Review up-to-date product information at the Tivoli Storage Manager Fastback Product Support page.
- Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.
| Related Information |
[{"Product":{"code":"SS9NU9","label":"Tivoli Storage Manager FastBack"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"Client","Platform":[{"code":"PF033","label":"Windows"}],"Version":"All Supported Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
TSM tsm
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Document Information
Modified date:
08 November 2019
UID
swg21314831