Troubleshooting
Problem
Collecting data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Diagnosing The Problem
You should collect troubleshooting data as early as possible, even before opening the Case. This can help to quickly locate the root cause and speed up the development of a code fix. It also helps IBM® Support to quickly determine if:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
Problem details:
Give a full description of the problem and list the symptoms that you see are caused by the problem. For example:
System Information:
You can export this information from the Windows Command Prompt by using the command "systeminfo > C:\systeminfo.txt".
This will create a text file on the C drive with all the system information. Provide the system information for every server involved into FastBack Data Replication (FastBack Server/DR, FastBack DR HUB, Tivoli Storage Manager Server (Windows)).
Version Information:
Provide the Tivoli Storage Manager Fastback application and Tivoli Storage Manager Server versions numbers that the errors are occurring on. Example: TSM Fastback DR Version 6.1.12.1 / TSM Server 7.1.3.100
Collect the following information about the FastBack environment:
FastBack Server DR logs:
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\DR\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\DR\
This folder contains error logs for Fastback DR. Archive all files that are in this root directory.
FastBack Server logs:
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\server\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\server\
This folder contains additional error logs and configuration files for Fastback DR. Archive all files that are in this root directory.
FastBack Server DR configuration
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
%Program Files%\Tivoli\TSM\FastBack\DR\
Find the FastBackDR.ini and mpi.ini files and archive them to a separate archive or add it to previously created archive packaged.
FastBack Server OS information:
On the Fastback Server, (where you run the FastBack Data Replication) run msinfo32.exe and chose File > Export to save the OS information to a text file.
FastBack DR HUB Server logs:
On the Fastback DR HUB Server, go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\drhub\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\drhub\
This folder contains error logs for Fastback DR HUB server. Archive all files that are in this root directory.
FastBack DR HUB Server configuration
On the Fastback DR HUB Server, go to the folder:
%Program Files%\Tivoli\TSM\FastBack\drhub\
Find the file FastBackDRHubServer.ini, archive the file to a separate archive or add it to previously created archive packaged.
FastBack DR HUB Server OS information:
On the Fastback DR Hub Server (where you run the FastBack Data Replication) run msinfo32.exe and choose File > Export to save the OS information to a text file.
FastBack Tivoli Storage Manager API version:
On the FastBack Server (and FastBack DR HUB Server in case the FastBack DR HUB server is installed separately from the Tivoli Storage Manager Server application) go to the following folders:
(for 32 bit Windows systems)
%Windows%\system32
(for 64 bit Windows systems)
%Windows%\SysWOW64
Find there the file tsmapi.dll, right-click on the file, choose "Properties" and go to the Version tab. Get the file version there and provide this information.
Tivoli Storage Manager Server logs (ACTLOG):
Open the Tivoli Storage Manager Server administrator console. Type the following command:
where # is the number of days covered by the Tivoli Storage Manager ACTLOG before today (choose the relevant number of days to capture the time for the problem).
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
Tivoli Storage Manager Server configuration:
Open the Tivoli Storage Manager Server administrator console. Type the following commands:
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
where Node Name is the name of a Tivoli Storage Manager node configured for operating with FastBack Data Replication. There should be always 1 x node defined for FastBack DR HUB + N nodes defined for each FastBack Data Replication, where N is the quantity of FastBack Server branches running Data Replication to Tivoli Storage Manager Server.
where Storage Pool Name is the Storage Pool defined on the Tivoli Storage Manager Server for storing the data replicated by FastBack Data Replication.
where Storage Pool Name is the Storage Pool defined on the Tivoli Storage Manager Server for storing the data replicated by FastBack Data Replication.
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
- The symptoms match known problems.
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce the severity of the issue.
| 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.
| Manually Gathering General Information |
Problem details:
Give a full description of the problem and list the symptoms that you see are caused by the problem. For example:
- Have you seen this problem in your environment before?
- When did the problem start occurring?
- Have there been any changes in your environment recently?
System Information:
You can export this information from the Windows Command Prompt by using the command "systeminfo > C:\systeminfo.txt".
This will create a text file on the C drive with all the system information. Provide the system information for every server involved into FastBack Data Replication (FastBack Server/DR, FastBack DR HUB, Tivoli Storage Manager Server (Windows)).
Version Information:
Provide the Tivoli Storage Manager Fastback application and Tivoli Storage Manager Server versions numbers that the errors are occurring on. Example: TSM Fastback DR Version 6.1.12.1 / TSM Server 7.1.3.100
| Manually Gathering FastBack Data Replication Information |
Collect the following information about the FastBack environment:
FastBack Server DR logs:
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\DR\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\DR\
This folder contains error logs for Fastback DR. Archive all files that are in this root directory.
FastBack Server logs:
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\server\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\server\
This folder contains additional error logs and configuration files for Fastback DR. Archive all files that are in this root directory.
FastBack Server DR configuration
On the Fastback Server, (where you run the FastBack Data Replication) go to the folder:
%Program Files%\Tivoli\TSM\FastBack\DR\
Find the FastBackDR.ini and mpi.ini files and archive them to a separate archive or add it to previously created archive packaged.
FastBack Server OS information:
On the Fastback Server, (where you run the FastBack Data Replication) run msinfo32.exe and chose File > Export to save the OS information to a text file.
FastBack DR HUB Server logs:
On the Fastback DR HUB Server, go to the folder:
Windows 2003:
%Documents and Settings%\All Users\Application Data\Tivoli\TSM\Fastback\drhub\
Windows 2008 / 2012:
%program data%\tivoli\TSM\FastBack\drhub\
This folder contains error logs for Fastback DR HUB server. Archive all files that are in this root directory.
FastBack DR HUB Server configuration
On the Fastback DR HUB Server, go to the folder:
%Program Files%\Tivoli\TSM\FastBack\drhub\
Find the file FastBackDRHubServer.ini, archive the file to a separate archive or add it to previously created archive packaged.
FastBack DR HUB Server OS information:
On the Fastback DR Hub Server (where you run the FastBack Data Replication) run msinfo32.exe and choose File > Export to save the OS information to a text file.
FastBack Tivoli Storage Manager API version:
On the FastBack Server (and FastBack DR HUB Server in case the FastBack DR HUB server is installed separately from the Tivoli Storage Manager Server application) go to the following folders:
(for 32 bit Windows systems)
%Windows%\system32
(for 64 bit Windows systems)
%Windows%\SysWOW64
Find there the file tsmapi.dll, right-click on the file, choose "Properties" and go to the Version tab. Get the file version there and provide this information.
Tivoli Storage Manager Server logs (ACTLOG):
Open the Tivoli Storage Manager Server administrator console. Type the following command:
- query acgtolog begindate=today-#
where # is the number of days covered by the Tivoli Storage Manager ACTLOG before today (choose the relevant number of days to capture the time for the problem).
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
Tivoli Storage Manager Server configuration:
Open the Tivoli Storage Manager Server administrator console. Type the following commands:
- query option
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
- query node <Node Name> f=d
where Node Name is the name of a Tivoli Storage Manager node configured for operating with FastBack Data Replication. There should be always 1 x node defined for FastBack DR HUB + N nodes defined for each FastBack Data Replication, where N is the quantity of FastBack Server branches running Data Replication to Tivoli Storage Manager Server.
- query stgpool <Storage Pool Name> f=d
where Storage Pool Name is the Storage Pool defined on the Tivoli Storage Manager Server for storing the data replicated by FastBack Data Replication.
- query vol stgpool=<Storage Pool Name>
where Storage Pool Name is the Storage Pool defined on the Tivoli Storage Manager Server for storing the data replicated by FastBack Data Replication.
Copy the resulting text output into a TXT file and provide it with the rest of the requested information.
| 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 product information at the Tivoli Storage Manager Fastback Product Support page.
-
You can also 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 |
[{"Product":{"code":"SS9NU9","label":"Tivoli Storage Manager FastBack"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"DR Hub Server","Platform":[{"code":"PF033","label":"Windows"}],"Version":"All Supported Versions","Edition":"All Editions","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
TSM
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Document Information
Modified date:
12 November 2019
UID
swg21576243