Troubleshooting
Problem
For every problem, collecting data can aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Cause
Gathering this data before calling IBM® support will help to understand the problem and save time analyzing the data.
Resolving The Problem
Collecting troubleshooting data early, even before opening the Case, helps IBM® Support quickly determine if:
Collecting Data: Read First table of contents:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support. .
If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated document:
- 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 a development code fix.
Collecting Data: Read First table of contents:
 |
Gathering General Information |
 |
Gathering Component Specific Information |
 |
Submitting Information to IBM Support |
 |
Online Self-Help Resources |
 |
Related Information |
| 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. .
| Gathering Component Specific Information |
If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated document:
| Devices/LANFREE/Library Sharing: |
| Library Manager/Library Client - Library Sharing |
| Library/Drive Problems |
| Client: |
| Performance |
| Schedule operations |
| Crash |
| Hang |
| Install |
| Backup & Restore |
| Connection/Firewall |
| Journal backups |
| Cluster |
| HSM Client |
| API Client |
| Reporting and Monitoring: |
| Install |
| General Monitoring |
| Operations Center: |
| Setup |
| Snapshot / FlashCopy Manager: |
| Snapshot for Unix |
| Snapshot for Windows |
| Virtual Environments: |
| Data Protection for Hyper-V |
| Data Protection for VMware on Linux |
| Data Protection for VMware on Windows |
| Performance |
| 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 Spectrum Protect page.
- Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.
| Related Information |
- Collecting Data: IBM Spectrum Protect for Databases
- Collecting Data: IBM Spectrum Protect for Mail
- Collecting Data: IBM Spectrum Protect for Enterprise Resource Planning - SAP Oracle/DB2
- Collecting Data: IBM Spectrum Protect for Enterprise Resource Planning SAP HANA
- Exchanging information with IBM Technical Support
- Latest Interim Fix/Fix Packs for IBM Spectrum Protect Server and Client Users
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Product Synonym
TSM
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Document Information
Modified date:
23 November 2021
UID
swg21263547