Collecting data for IBM FileNet Image Services 4.x or P8 PE (Process Engine) for Windows

Answer

Collecting data for IBM FileNet Image Services 4.x or P8 PE for Windows

1. Initial Triage

• What products, versions, and system configuration exist? The more detail the better.
  Example: One Root/Index server, with a BES server, running Image Services 4.0 Service Pack 5 Fix Pack 9, Oracle 9i (9.2.0.x), Windows 2003, etc.
  
• What is the error message or symptom? If available, screen shots or log file.
  
• Which system is affected? Production, QA (Quality Assurance), Development, DR (Disaster Recovery) or Test?
  
• What changes have been made to the environment recently?
  Example: hardware or software added or modified? change in network configuration? users added?
  
• Has this problem occurred before? If so, how often and can it be reproduced?
  
• Is there a workaround?
  
• What is the current business impact?

• 911 completes:
  
1. Run the 911 prior to restarting the Image Services software.
2. If there are multiple Image Services Servers (Root/Index server, OSAR/MSAR servers, and Application servers), run 911 on each server and collect the data from each server.

• 911 hangs:
  
1. If 911 hangs, then enter a Ctrl+C to quit the currently running 911.
   
2. Execute the following commands to gather data prior to restarting IS software.
   cd \fnsw_loc\tmp
• cormon -p > cormon.txt
• ipc_tool -Ni > ipci.txt
• ipc_tool -s > ipcs.txt
• ipc_tool -t > ipct.txt
• ipc_tool -P > ipcp.txt
• MKF_debug > mkfdebug.txt
• netstat -a > netstata.txt
• netstat -n > netstatn.txt
• dbp -s > dbp.txt
• fn_util whichfn > whichfn.txt
• ppmoi >> ppmoi.txt (tp, svc, l, pre; are in IS 4.1.2)
• rp
• qp
• sh
• st
• tp
• svc
• l
• pre
• quit
  
3. winmsd /report winout.txt (may take a few minutes to complete)
   
4. Get the current modules stamp information:
   getstamps32.exe -stamps

• The 911 command is located in the x:\fnsw\support\ directory.
  The output file is located in \fnsw_loc\logs\911\911.<date>.<sequence number>.{fzp,zip}
  The output file for Image Services 4.0 through Image Services 4.0.40 use the extension of ".fzp" and Image Services 4.0.50 and above use the extension ".zip". The ".fzp" files uses the program fnzip, found on the server, to uncompress.
  
  Example: x:\fnsw_loc\logs\911\911.20080617.01.zip. This would be a compressed file containing all the data gathered by running the 911 script.
  Note: If there are multiple Image Services Servers (Root/Index and OSAR/MSAR servers) collect the data on each server.

• Get the WAL log if it exists from x:\fnsw\client\logs\wal<yyyymmdd>
• Get the highest numbered CDB file from the Root/Index server in \fnsw_loc\sd\conf_db\IMS_###.cdb
• Optionally, run the performance reports after restarting the Image Services software.
• perf_report -a -csv -m3000
• perf_report -rful -m3000 > perf.rful<date>.txt
• Gather the output files you created and other data to send to IBM. May want to use zip to create the final output file.
• Send the 911 output file and other data to IBM.
  
  

1. IBM Support Assistant (ISA)
2. Electronic Service Request (SR)
3. FTP to the Enhanced Customer Data Repository (ECuRep)