Troubleshooting the ITM Agent

To troubleshoot a problem with IBM Tivoli Monitoring for IBM Tivoli Network Manager IP Edition, gather information about the problem for IBM® Software Support, use logging data, and consult the lists of identified problems and workarounds.

For general troubleshooting information, see the IBM Tivoli Monitoring Troubleshooting Guide.

For known issues with this version of IBM Tivoli Monitoring for IBM Tivoli Network Manager IP Edition, refer to the IBM Tivoli Network Manager IP Edition Release Notes.

You can resolve some problems by ensuring that your system matches the system requirements. The most up-to-date requirements are in the https://www.ibm.com/software/reports/compatibility/clarity/ (http://www.ibm.com/software/reports/compatibility/clarity/index.jsp).

Gathering product information for IBM Software Support

Before contacting IBM Software Support about a problem you are experiencing with this product, gather the information shown in Table 1.
Table 1. Information to gather before contacting IBM Software Support
Information type Description
Log files Collect trace log files from failing systems. Most logs are located in a logs subdirectory on the host computer.
Network Manager information

Version number and patch level
Operating system Operating system version number and patch level
Messages Messages and other information displayed on the screen
Version numbers for IBM Tivoli® Monitoring Version number and patch levels for IBM Tivoli Monitoring and IBM Tivoli Monitoring for IBM Tivoli Network Manager IP Edition.
Screen captures Screen captures of incorrect output, if any.
(UNIX systems only) Core dump files If the system stops on UNIX systems, collect the core dump file from the install_dir/bin directory, where install_dir is the directory where you installed the monitoring agent.

For information about working with IBM Software Support, see https://www.ibm.com/support/home/ (https://www.ibm.com/support/servicerequest/Home.action).

Using logging

Logging is the primary troubleshooting feature in the monitoring agent. Logging refers to the text messages and trace data that is generated by the agent. Messages and trace data are sent to a file.

Trace data captures transient information about the current operating environment when a component or application fails to operate as designed. IBM Software Support personnel use the captured trace information to determine the source of an error or unexpected condition.

Consulting the lists of identified problems and workarounds

Known problems are organized into types such as those in the following list to make them easier to locate:
  • Installation, configuration, uninstallation
  • Remote deployment
  • Agent
  • Workspace
  • Situation
  • Take Action commands