Resolving problems with IBM® Support
Contact IBM Support for further assistance if you have a problem that you are unable to solve by applying maintenance fixes, reproducing the issue, or reviewing the information in previous topics. IBM Support might request to see some or all of the trace and log files that are related to a problem that you report.
Go to the IBM Support page for IBM Storage Protect Snapshot and log in to access support information for the product.
You might be asked to set a trace on the Data Protection client that uses VSS technology, and then collect the log. IBM Support uses the information that is captured in the log file to trace a problem to its source or to determine why an error occurred.- Gathering trace and log files for IBM IBM Storage Protect Snapshot for WindowsIBM Storage Protect Snapshot uses several components. Each component is in its own directory along with its respective troubleshooting files. By using the Trace and Log Files view, you can easily view these files in a central location.
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Gathering trace and log files for remote systems
Collecting diagnostic data for a remote system, by using IBM Storage Protect Snapshot, is different to collecting data for a local system. You can update the Diagnostics property page to collect the correct log and trace files for remote systems.
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Gathering information about Exchange or SQL Server with VSS before you call IBM
The Data Protection client depends on the operating system and the Exchange or SQL Server application. Collecting all the necessary information about the environment can significantly assist Support in determining the source of problem.
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Viewing system information for IBM IBM Storage Protect Snapshot for Windows
You can view and edit scripts that provide information about system components such as Windows-related services for IBM Storage Protect Snapshot, Windows event log entries, and Volume Shadow Copy Service (VSS) information.
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You can send diagnostic information to IBM Support.
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Online IBM support for IBM Storage Protect Snapshot for Windows
Multiple online support resources are available for your reference.