Collecting data: Read First for the Tivoli zEnterprise Monitoring Agent

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 development of a code fix.

Collecting data: Readme first table of contents:

	Gathering general information
	Gathering component specific information
	ITM Collector Tool
	Manually gathering data
	Additional information to collect for the zEnterprise Monitoring Agent
	Submitting information to IBM Support

Gathering general information

You can use the IBM Support Assistant (ISA) to capture general information. Alternatively you can manually collect general information from the environment.

Entering general information into an electronically-opened PMR (SR) eliminates waiting on the phone to provide general information to Level 1 support.

Since the ITM zEnterprise Monitoring Agent is enabled with default RAS (Reliability, Accessibility and Serviceability) settings, if you do not know what the problem is then collecting the general agent logs and configuration files are helpful to IBM Support in further isolating the problem. For these instances see the section on manually collecting information and send the data with the default trace settings.

Gathering component specific information

There are several components that can be involved in a problem with the zEnterprise Monitoring Agent. The zEnterprise Monitoring Agent interfaces with the Enterprise Common Collector to retrieve information from the zEnterprise system. A problem perceived as an agent problem may actually be a problem in the Enterprise Common Collector, so anytime you are gathering information for the zEnterprise Monitoring Agent you should collect information for the Enterprise Common Collector also.

See the following technote for information about collecting data for the Enterprise Common Collector: http://www.ibm.com/support/docview.wss?uid=swg21599665

Collector Tool

ITM provides a tool that collects problem determination data - pdcollect. This tool provides the capability to collect the necessary logs and other PD information requested by IBM Support.

Once you have collected the PD information with pdcollect, this information should be uploaded to IBM using the steps provided in this URL Exchanging information with IBM Technical Support.

Manually gathering general information

This section details how to manually collect information from a system running the zEnterprise Monitoring Agent.

For UNIX/Linux:

• From a command prompt collect this:

# export CANDLEHOME=<install path>
# export PATH=$PATH:$CANDLEHOME/bin
# cinfo -t > /tmp/itm61_ze_install.out
• Collect the following files:
• $CANDLEHOME/config/*ze*
• $CANDLEHOME/logs/*ze*

For Microsoft® Windows:

• From a command prompt collect this:

kincinfo -t > itm61_ze_install.out
• Collect the following files:
• %CANDLEHOME%/TMAITM6/*ze*
• %CANDLEHOME%/TMAITM6/logs/*ze*

Additional information for the zEnterprise Monitoring Agent

• Operating system and level
• Enterprise Common Collector level

Submitting information to IBM Support

If using SR, update the PMR to indicate that data has been sent. If you are using the IBM Support Assistant (ISA) tool then it will allow you to upload data to IBM Support.

Related information

IBM Tivoli zEnterprise Monitoring Agent Installation and Configuration Guide
IBM Tivoli zEnterprise Monitoring Agent User's Guide
Exchanging information with IBM Technical Support