About cookies on this site Our websites require some cookies to function properly (required). In addition, other cookies may be used with your consent to analyze site usage, improve the user experience and for advertising. For more information, please review your options. By visiting our website, you agree to our processing of information as described in IBM’sprivacy statement. To provide a smooth navigation, your cookie preferences will be shared across the IBM web domains listed here.
Question & Answer
Question
Collecting data documents aid in problem determination and save time resolving Problem Management Records (PMRs).
Cause
Support request for problem determination data
Answer
Collecting problem data early, even before opening the PMR, helps IBM® Support quickly determine if:
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.
MustGather: Read First table of contents:
 | Gathering general information |
 | Manually Gathering General Information |
 | Gathering TPC for Data server Information |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.
For all problems, please provide:
- A detailed description of the problem
- Screenshot showing the problem (if applicable and a screenshot is available)
- Related error messages observed
- Specific Data Server function or view impacted by this problem
Refer to the next section for additional information that you should collect for the specific problem you are experiencing.
From your TPC Server, open a command line/shell prompt then follow the process below to gather TPC logs:
- Run the TPC Serviceability tool if it is available.
- If the serviceability tool is not available, you should manually collect as many of the following files/directories as possible:
- The version of TPC installed, as listed in the 'version.txt' file (located in the TPC install directory)
- All *.log, *.config, and *.properties files found under the installation target directory. Default install directories shown below
- Screenshot showing problem
- Related error messages
- Steps taken leading up to the error, or specific steps to recreate the problem
- Time and Date when problem was first observed
- netstat -an output
- If the problem is between the TPC server and a storage subsystem, you should collect the following information:
- Make, Model, and firmware level of the subsystem
- If not direct connection, CIMOM version installed to monitor this subsystem
- Time and Date when problem was first observed (as close as possible)
- If the problem is between the TPC server and a TPC agent, please gather the following:
- TPC Service Logs (run the serviceability tool and collect the .zip files created - for more information see the following link: TPC Serviceability tool)
- Netstat -an output
- Connectivity Test output from the TPC agent's host to the TPC server over ports 9549, 9550
- Connectivity test output from the TPC server to the TPC agent's host: port 9510
- Identify whether this is TPC VSC, TPC Advanced, TPC Standard Edition or Basic Edition, and if Basic Edition, if it is a SSPC server.
These files along with the following files/info should be included as general information:
- Details of operating system levels including patch levels
- TPC Server specific version (ex: 5.1.0.xxx)
Note: The above TPC files can be found in the installation file path. The default installation path is:
Windows: C:\Program Files\IBM\TPC\
AIX, Linux: /opt/IBM/TPC/
After a PMR is open, you can submit diagnostic MustGather data to IBM.
If using ESR, update the PMR to indicate that data has been sent.
- Review up-to-date product information at the IBM Tivoli Storage Productivity Center Product Support page.
- Utilize the IBM Electronic Service Request tool to access the IBM Tivoli Storage Productivity Center Support team when requiring assistance from IBM.
- Exchanging information with IBM Technical Support
- Latest IBM Tivoli Storage Productivity Center interim fixes/patches
[{"Product":{"code":"SS8JB5","label":"Tivoli Storage Productivity Center for Data"},"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Component":"Not Applicable","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"All Versions","Edition":"Edition Independent","Line of Business":{"code":"LOB26","label":"Storage"}},{"Product":{"code":"SS8JB5","label":"Tivoli Storage Productivity Center for Data"},"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Component":"Not Applicable","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"","label":"Windows 2003 server"}],"Version":"Version Independent","Edition":"Edition Independent","Line of Business":{"code":"LOB26","label":"Storage"}}]
Was this topic helpful?
Document Information
More support for:
Tivoli Storage Productivity Center for Data
Software version:
All Versions
Operating system(s):
AIX, Linux, Windows
Document number:
96313
Modified date:
17 June 2018
UID
swg21296803