Collecting data for: Read first for Tivoli Integrated Portal

Resolving The Problem

Collecting data early, even before opening the PMR, 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 up a development code fix.

Collecting info for: table of contents:

	Gathering General Information
	Gathering Component Specific Information General Issues Installation Issues Security Issues Performance Issues TIP Stop/Start Issues
	Sumitting Information to IBM Support
	On-line Self-Help Resources

Gathering general information

Providing the following general items is useful to IBM Support for any issue reported in Tivoli Integrated Portal:

Environment Data:
Update the PMR with the output of the following:

1) A clear, specific problem description, including specific usage information and error scenario on how to recreate the problem you encountered.

2) Output of “java –version” command.

3) The installed product listing from the Deployment Engine listIU command. Save the output to a file and include the file when opening or updating the PMR:


Collect the output of the following commands:
C:\Program Files\IBM\Common\acsi\bin\de_version.cmd
C:\Program Files\IBM\Common\acsi\bin\listIU.cmd
C:\Program Files\IBM\Common\acsi\bin\de_lsrootiu.cmd



For root install :
Collect the output of the following commands:
/usr/ibm/common/acsi/bin/de_version
/usr/ibm/common/acsi/bin/listIU.sh
/usr/ibm/common/acsi/bin/de_lsrootiu.sh

Non-root install :
Collect the output of the following commands:
<Install User's HOME>/.acsi_<install_username>/bin/de_version
<Install User's HOME>/.acsi_<install_username>/bin/listIU.sh
<Install User's HOME>/.acsi_<install_username>/bin/de_lsrootiu.sh

Where <Install User's HOME> is the home directory for the OS user used to install TIP, and <install_username> is the OS user ID used to install TIP.

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Gathering Component Specific Information

Click the appropriate link below to access the associated Collecting info for: document for the problem you are experiencing in Tivoli Integrated Portal.

General Issues
Enabling tracing for Tivoli Integrated Portal
Setting the trace level in TIP from the comand line


Install Issues
Collecting info for:: for Tivoli Integrated Portal (TIP) - Installation failure
Collecting info for:: Read First for Deployment Engine (DE)


Security Issues
Collecting info for:: for Tivoli Integrated Portal (TIP) - Role/authorization problems
Collecting info for:: for Tivoli Integrated Portal (TIP) - Security Problems
Collecting info for:: Tivoli Integrated Portal Secure Sockets Layer (SSL) problems

Troubleshooting security issue may require disabling security. The following technical includes the instructions to disable security.
Disable security for Tivoli Integrated Portal

Performance Issues
Enable verboseGC for Tivoli Integrated Portal
Collecting info for:: Tivoli Integrated Portal Crash on Solaris
Collecting info for:: Performance, hang, or high CPU issues in TIP run on Solaris
Collecting info for:: Performance, hang, or high CPU issues on Linux
Collecting info for:: Performance, hang, or high CPU issues on AIX
Collecting info for:: OutOfMemory errors in TIP running on AIX, Linux, or Windows


TIP Stop/Start Issues
Collecting info for:: for Tivoli Integrated Portal (TIP) - Start and stop problems
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Submitting Information to IBM Support

Exchanging information with IBM Technical Support

If using SR, update the PMR to indicate that data has been sent.

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Online Self-Help Resources

• Utilize the IBM Service Request (SR) tool to access the Tivoli Storage Manager Support team, when requiring assistance from IBM.

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