Collecting information for IBM Support

After you set up logging for troubleshooting and before you contact IBM® Support, collect as much information as possible about the specific problem. This section describes the information that you can collect depending on the type of problem.

General information to collect

For each new problem that you report, provide the following information as applicable:
  • Provide information about the platform on which TADDM is running, such as the following items:
    • Name and version of operating system
    • Name and version of database software
    • Fix pack level
    • Fix level
    • Amount of memory on computer where TADDM server is installed
    • Number of CPUs on computer where TADDM server is installed
    To determine what version of TADDM is running, see the values of the following properties in the $COLLATION_HOME/etc/collation.properties file:
    com.collation.version=7.1
    com.collation.buildnumber=20070930D
    com.collation.oalbuildnumber=20070930D

    If you need to provide IBM Support with a list of fixes that you have installed, list all the files that match efix* in the $COLLATION_HOME/etc directory.

  • If the problem is sensor-related, provide the name and version of the sensor. To find this information, look in the $COLLATION_HOME/osgi/plugins directory, which contains a subdirectory for each sensor. The subdirectory name is based on the full class name and version of the sensor. For example, version 7.1.0 of the HP-UX computer system sensor is located in the $COLLATION_HOME/osgi/plugins/com.ibm.cdb.discover.sensor.sys.hpuxcomputersystem_7.1.0 directory.

    If you cannot determine the sensor version, provide the name of the problem sensor and the specific platform on which the problem occurs (for example, discovering DB2® V8.2 on AIX® 5.3).

  • Provide the problem scenario, including the steps to reproduce the problem if possible. Explain what you expected to occur and what actually occurred. For example, provide the following information:
    • Problem description (including the date and time that the problem occurred)
    • Steps to reproduce the problem
    • Expected outcome
    • Actual outcome (list any messages that were shown in the UI or CLI when the problem occurred)
  • Provide the business impact, which helps IBM Support to understand the criticality of the problem in the business context and to prioritize it accordingly
  • If the steps required to reproduce a given problem are known, set the logging level to DEBUG and reproduce the problem before collecting the files.

Installation problems

For installation problems, collect the following files into a compressed file:
  • $COLLATION_HOME/../installLogs/*
  • $COLLATION_HOME/../cdb_install*
  • $COLLATION_HOME/../installCDT.stderr
  • $COLLATION_HOME/../installCDT.stdout
  • $HOME/InstallShield/Universal/common/Gen2/_vpddb/vpd.script (Linux® and UNIX systems) or %SystemRoot%\InstallShield\Universal\common\Gen2\_vpddb\vpd.script (Windows systems)
  • $HOME/InstallShield/Universal/common/Gen2/_vpddb/vpd.properties (Linux and UNIX systems) or %SystemRoot%\InstallShield\Universal\common\Gen2\_vpddb\vpd.properties (Windows systems)
  • Files with the screen captures that indicated to you that a problem had occurred

Fix pack installation problems

For fix pack installation problems, collect the following files into a compressed file:

Main log files:
  • $COLLATION_HOME/../installLogs/cdb_upgrade_7.2.x.log
  • $COLLATION_HOME/../installLogs/cdb_upgrade_7.2.x_stdout.log
  • $COLLATION_HOME/../installLogs/cdb_upgrade_7.2.x_stderr.log
Database upgrade log files:
  • $COLLATION_HOME/../installLogs/db_upgrade_7.2.x_stdout.log
  • $COLLATION_HOME/../installLogs/db_upgrade_7.2.x_stderr.log
Migration log files:
  • $COLLATION_HOME/log/migration.log
  • Files in the $COLLATION_HOME/log/migration/taddm_version directory, where taddm_version represents the respective TADDM version number, such as 7.2.1.1

Initialization problems

For initialization problems, collect the following files into a compressed file:
  • $COLLATION_HOME/log/*
  • $COLLATION_HOME/../installLogs/*
  • $COLLATION_HOME/../cdb_install*
  • $COLLATION_HOME/../installCDT.stderr
  • $COLLATION_HOME/../installCDT.stdout
  • $HOME/InstallShield/Universal/common/Gen2/_vpddb/vpd.script (Linux and UNIX systems) or %SystemRoot%\InstallShield\Universal\common\Gen2\_vpddb\vpd.script (Windows systems)
  • $HOME/InstallShield/Universal/common/Gen2/_vpddb/vpd.properties (Linux and UNIX systems) or %SystemRoot%\InstallShield\Universal\common\Gen2\_vpddb\vpd.properties

Discovery problems

For discovery problems, stop the TADDM server, remove the log files, restart the TADDM server, and reproduce the problem. Then collect the following files into a compressed file:
  • $COLLATION_HOME/log directory
  • $COLLATION_HOME/etc/collation.properties
  • $COLLATION_HOME/bin/javacore* files
  • $COLLATION_HOME/bin/heapdump* files
  • $COLLATION_HOME/bin/hserr* files

For discovery problems that might be data-specific (for example, storage errors), also include the $COLLATION_HOME/var/dwitem/result/* files. Because these files are overwritten with each discovery, save them immediately after reproducing the problem.

Also include the following information:
  • Name and IP address of the TADDM server
  • Name and IP address of the system where the discovery failure occurred
  • Name and IP address of any gateways or anchors that are involved in the discovery. For anchors, also include the files in the ANCHOR_DIR/log directory.
  • If a discovery scope was used, include the scope specification.
  • If a discovery profile was used, include the profile definition.

Bulk loader problems

For bulk loader problems, first reproduce the problem. Then collect the following files into a compressed file:
  • $COLLATION_HOME/log directory (and all subdirectories)
  • $COLLATION_HOME/etc/collation.properties
  • $COLLATION_HOME/bin/javacore* files
  • $COLLATION_HOME/bin/heapdump* files
  • $COLLATION_HOME/bin/hserr* files
  • $COLLATION_HOME/bulk/results directory

Also include the XML file that was being loaded and the exact command that was used to run the bulk load program.

Anchor creation problems

For anchor creation problems, collect the following files into a compressed file:
  • First, verify that the ANCHOR_DIR/log directory has been created on the anchor computer. Then include the directory listing of that directory and its subdirectories. You can use the following command:
    ls -alr ANCHOR_DIR
  • After performing a discovery of a target computer for the respective anchor, include the $COLLATION_HOME/log/DiscoverManager.log file from the primary TADDM server.

Performance problems with discovery

For performance problems with discovery, collect the computer specifications by running one of the command sequences in Table 1, according to the operating system.
Table 1. Operating-system-specific command sequences for obtaining computer specifications
Operating system Command sequence
AIX
lsdev -Cc processor
lsattr -E -l sys0 | grep realmem
df -k
uname -a
oslevel
Linux
uname -a
cat /proc/meminfo
cat /proc/cpuinfo
cat /etc/*release
df -k
Windows
systeminfo
The following type of information is returned for the operating system:
  • Operating system
  • Platform
  • Memory
  • CPU speed
  • Number of CPUs
  • Hard drives
  • Machine type