IBM Support

How to Troubleshoot a TM1 Application Server Crash

Troubleshooting


Problem

If you've encountered a scenario where you beleive your TM1 Application Server has crashed, the first step you want to take is to ensure that the problem really is caused by a TM1 Application Server crash. For example, if the TM1 Application Server has crashed all applications on that same server (TM1 Web / PMPSVC / PMHub / OpsConsole) will not work. If the problem is isolated only to one application, it is more likely that you have an application configuration problem. The majority of TM1 Application Server crash issues are related to usage, resources, or a combination of both. For example, a number of new users have been introduced - and the Application Server now consumes more memory. Or perhaps, websheet design not following best practices (leading to issues with memory). The steps in this document cover the collection of details IBM Support will require in order to assist with diagnosing the problem.

Resolving The Problem

In the event of a TM1 Application Server crash, the following should be collected:

  1. Basic description of the problem.
    • What was it that users were doing when the problem occurred?
    • Was it limited to just one user, or all users?
    • This may not always be available. Sometimes there is too much activity on the server to know which action triggered the crash – or that users were simply working as they normally do, when the problem occurred.
    • Although difficult, anything we can do to better understand the steps are activity leading to the crash will allow us to more easily identify the cause/solution.
  2. Entire \tm1_64\logs\ directory
    • From the TM1 Application Server
    • The primary log file is tm1_messages.log
  3. GarbageCollection Log file
  4. JExtracted DMP file (assuming timestamp of the *.dmp is relevant to the problem occurrence)
    • The *.DMP file would be found in \tm1_64\bin64\ directory
    • The dmp file must be ran through the jextract utility
      • jextract can be found in the \bin\ directory of the JRE you are using
        • prior to 2.0.6, the location is \tm1_64\bin64\jre\7.0\bin\
        • in 2.0.6+. the location is \tm1_64\jre\bin\
      • Execute jextract via Command Prompt using: jextract -J-Xcompressedrefs -J-Xmx10g C:\tm1\bin64\java.dmp
        • The location C:\tm1\bin64\java.dmp should reflect the location of your *.dmp file
        • JExtract can take a while to run depending on the size of the DMP file
    • After jextract has finished running, the *.zip file created in the same directory as your *.dmp file
    • The *.zip file is what needs to be provided
  5. Any recent javacore* files
    • Found in \tm1_64\bin64\ directory
  6. Any recent *.hpd files
    • Found in \tm1_64\bin64\ directory
  7. tm1web.log
    • Found in \tm1_64\webapps\tm1web\WEB-INF\logs\
  8. pmpsvc.log
    • Found in \tm1_64\webapps\pmpsvc\WEB-INF \logs\
  9. tm1server.log
    • Location defined in the affected server's tm1s.cfg file(s)
  10. tm1top.log
    • Location defined by TM1Top or OpsConsole
  11. tm1s.cfg
    • Typically resides in or near your TM1 Data directory
  12. cmplst.txt
    • Found in \tm1_64\

[{"Product":{"code":"SSCTEW","label":"IBM Planning Analytics Local"},"Business Unit":{"code":"BU002","label":"Business Analytics"},"Component":"--","Platform":[{"code":"PF033","label":"Windows"}],"Version":"2.0.1;2.0","Edition":""}]

Document Information

Modified date:
03 December 2018

UID

swg22002285