How To
Summary
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).
Environment
Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data
Steps
Tip: Beginning with Version 7.1.3, Tivoli Storage Manager FastBack for Workstations is now IBM Spectrum Protect for Workstations. Some applications such as the software fulfillment systems and IBM License Metric Tool use the new product name. However, the software and its product documentation continue to use the Tivoli Storage Manager product name. To learn more about the rebranding transition, see http://www.ibm.com/support/docview.wss?uid=swg21963634.
To collect the Central Administration Console information and logs, see the following document:
http://www-01.ibm.com/support/docview.wss?uid=swg21967496
Collecting troubleshooting 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.
Collecting Data: Read First table of contents:
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| Gathering General Information |
The IBM Support Assistant (ISA) or IBM Support Assistant Lite Collector installed with the product can be used to capture all the must gather information. Alternatively, you can also manually collect the general information.
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.
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| Manually Gathering General Information |
Gather the following files:
- dsm.opt
- dsierror.log
- details of operating system levels
- Windows application and system event logs (save them from Windows Event Viewer)
Note: The above IBM Spectrum Protect for Workstations files can be found in the following folder paths:
Windows XP (new install):
C:\Documents and Settings\All Users\Application Data\Tivoli\TSM\FastBack_for_Workstations**
Windows XP (upgrade install):
C:\Documents and Settings\All Users\Application Data\Tivoli\CDP_for_Files** or
C:\Program Files\Tivoli\CDP_for_Files (depending on CDP was upgraded or a fresh install)
Windows Vista / Windows 7 / Windows 8 / Windows Server 2008/ Windows Server 2012 (new install):
C:\ProgramData\Tivoli\TSM\FastBack_for_Workstations
Windows Vista (upgrade install):
C:\ProgramData\Tivoli\CDP_for_Files
** The application data is a hidden folder, use Windows Explorer to enable "Display hidden folders"
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| Gathering IBM Spectrum Protect for Workstations information |
Gather the following log files along with the General Information files listed above:
- ChangeJournal.log
- fpa.txt
- fpaBackup.txt
- fpinstall.log
- RemoteVersions.log
- replication.log
Note: The above IBM Spectrum Protect for Workstations files can be found in the following folder paths:
Windows XP (new install):
C:\Documents and Settings\All Users\Application Data\Tivoli\TSM\FastBack_for_Workstations**
Windows XP (upgrade install):
C:\Documents and Settings\All Users\Application Data\Tivoli\CDP_for_Files** or
C:\Program Files\Tivoli\CDP_for_Files (depending on CDP was upgraded or a fresh install)
Windows Vista / Windows 7 / Windows 8 / Windows Server 2008/ Windows Server 2012 (new install):
C:\ProgramData\Tivoli\TSM\FastBack_for_Workstations
Windows Vista (upgrade install):
C:\ProgramData\Tivoli\CDP_for_Files
** The application data is a hidden folder, use Windows Explorer to enable "Display hidden folders"
NOTE:
In addition, please provide clear details and screenshots of the problem, detailing exactly how the problem condition occurred, how frequently the problem occurs, if the issue is re-creatable, and whether any external factors or changes contributed to the current state (such as a Windows hotfix upgrade or change in product version).
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| Submitting Information to IBM Support |
After a PMR is open, you can submit diagnostic Troubleshooting data to IBM.
If using ESR, update the PMR to indicate that data has been sent.
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| Online Self-Help Resources |
- Review up-to-date product information at the Tivoli Storage Manager FastBack for Workstations Product Page.
- Utilize the IBM Electronic Service Request tool to access the Tivoli Storage Manager Support team when requiring assistance from IBM.
- Use the IBM Support Assistant (ISA), this free cross product tool assists you in increasing your capacity for self-help. The Tivoli Storage Manager server has a plugin for the ISA tool.
- Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.
| Related Information |
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Document Information
Modified date:
02 November 2020
UID
ibm10745339