Sometimes you cannot solve a problem by troubleshooting
the symptoms. In such cases, you must collect diagnostic data.
About this task
Before you collect data and open a problem management
record (PMR), answer the following questions:
- Do the symptoms match any known problems? If so, has a fix or
workaround been published?
- Where does the problem originate?
The diagnostic data that you must collect and the sources
from which you collect that data depends on the type of problem that
you investigate. A base set of information is typically required for
diagnosing and resolving a product-level or component-level problem.
For specific symptoms, you might collect more problem-specific data.
When
you submit a problem to IBM® Support, you typically provide
a base set of information.
Procedure
- Take a screen capture of the GUI panel (if applicable),
with the following characteristics:
- The panel that shows the error
- The Console panel that shows the time of the error and associated
return code
- The Sessions panel that shows the state of the session
- Record the Copy Services Manager version
and build level from the graphical user interface (GUI) Login page, or click About in
the GUI.
- Record the Copy Services Manager version
and build level from the path_prefix/usr/lpp/Tivoli/RM/TPCRMInstall.log file
or the graphical user interface (GUI) Login page.
- Record the microcode release level of all storage systems
involved. For SAN Volume Controller or Storwize® storage
systems, record the firmware level.
- For installation problems, gather the installation logs.
The installation process has two parts: the prerequisite
check and the installation. If the installer fails during prerequisite
checking, the logs can be found in the following user-home directories:
| Operating system |
Directory |
| AIX® |
/home/root |
| Linux® |
/root |
| Windows |
c:\Documents and Settings\Administrator |
After the prerequisite checking stage is complete,
the logs can be found in the installation directory path_prefix/usr/lpp/Tivoli/RM.
The distributed systems installation
log files are in the path_prefix/opt/IBM/CSM/Logs directory,
or in C:\Program Files\IBM\CSM\Logs.
- For runtime problems, gather runtime logs that use one
of the following methods:
- Using the GUI
- In the menu bar, select . On the Advanced
Tools page, click Create under Package
Log Files. This function collects all the log information
and packages it as a .JAR file. On successful
creation of the package, the returned message indicates the location
of this JAR file. The default location is install
dir\liberty\wlp\usr\servers\csmServer\diagnostics for distributed systems, and path_prefix/opt/IBM/CSM/wlp/usr/servers/csmServer/diagnostics for z/OS.
- Using the CLI
- Run the mklogpkg command. On successful
creation of the package, the returned message indicates the location
of this .JAR file. The default location is install
dir\liberty\wlp\usr\servers\csmServer\diagnostics for distributed systems, and path_prefix/opt/IBM/CSM/wlp/usr/servers/csmServer/diagnostics for z/OS.
- Using manual steps
- If you are not able to package log files that use the GUI or CLI,
you can package the logs manually by gathering all files in the following
directories: the install
dir\liberty\wlp\usr\servers\csmServer\ logs directory
and subdirectories for distributed systems, and
the path_prefix/opt/IBM/CSM/wlp/usr/servers/csmServer/ logs directory
and subdirectories for z/OS. Collect the files into a single .zip or .jar file.
- Send the data and log files to IBM Enhanced Customer Data
Repository server with this URL: http://www.ecurep.ibm.com/app/upload.
Include the complete PMR number, for example, 12345,789,002 by
using the platform from which the file is taken, enter your email
address, and click Continue. Then, click Submit and
select the files to be uploaded. An email is sent to the specified
address to confirm that the file was uploaded successfully.
What to do next
After you collect the appropriate diagnostic data, contact
IBM Software Support.