Question & Answer
Question
Answer
- 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.
| Gathering General Information |
Entering general information into an electronically opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support
Background information.
(1) Is this a new setup or was this backup working fine earlier?
(2) If this was working fine earlier, may I know what has been changed on configuration prior occurrence of this issue?
(3) What is your NetApp Data ONTAP levels/version?
Logs Collection
Collect IBM Spectrum Protect server full version in V.R.M.F (Version, Release, Modification, Fix) form and the operating system details.
From the IBM Storage Protect Server Administrative command line client (dsmadmc), enter the following commands:
-
q system > querysys.out
- q actlog begind=<mm/dd/yyyy> begint=<hh:mm> endd=<mm/dd/yyyy> endt=<hh:mm> > actlog.out
- Where begind and begint are the beginning date and time for the actlog entries being collected
- Where endd and endt are the ending date and time for the actlog entries being collected
- The actlog gather should cover the full time frame of the issue/problem/scenario being diagnosed
Explicitly using the above commands will redirect the output to files called querysys.out and actlog.out in the IBM Storage Protect Server's working directory. The names of these files can be changed and a full path can be specified to place the output in any desired directory using any desired name.
From the IBM Storage Protect Client:
- dsmerror.log
- dsmsched.log
- dsminstr.log
- dsm.opt (used by snapdiff node)
- dsm.sys (in case of Unix client)
- dsminfo.txt (generated by running command "dsmc query systeminfo" in default installation directory)
- Exact Snapdiff command used for running backup
- From NetApp cluster end run below commands and provide output
- NetApp logs
backup.log (backup process log)
ndmpd.log (NDMP service log)
From 8.1 and newer releases logs are in /etc/log/mlog/ directory while 7-Mode uses /etc/log/ directory.
Share files requested above along with the following files/info should be included as general information:
- Details of Server operating system levels
- IBM Storage Protect Server specific version (ex: 8.1.24.100)
- IBM Storage Protect Client version (ex: 8.1.24.100)
- Details of Client operating system levels
- Latest dsmffdc.log
| Submitting Information to IBM Support |
After a Case is open, you can submit diagnostic troubleshooting data to IBM.
When data is uploaded to the Case, the status will be automatically be updated to acknowledge that data has been received. If you are still working with older Problem Management Records, you will want to update the PMR to indicate that you have sent the data.
| Online Self-Help Resources |
-
Review up-to-date product information at the IBM Storage Protect page.
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Sign into your account on the IBM Storage Protect Product page, to access additional resources or to open a Case with the Support team.
Product Synonym
ISP; SP; TSM
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Document Information
Modified date:
04 September 2025
UID
ibm17243384