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Collecting data for Content Manager OnDemand server hang or performance degradation on AIX

Question & Answer


Question

Collecting data for IBM® Content Manager OnDemand server not responding (hang) or performance degradation on AIX® operating system. Gathering this information before contacting IBM Support will help speed the troubleshooting process.

Answer

If you have already contacted support, begin collecting data for Content Manager OnDemand server hang on AIX. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting Content Manager OnDemand server hang on AIX specific information
Perform the following steps immediately after a hang is experienced.


1. During the hang, repeat the following commands four times:
  • a. Gather a process listing of all Content Manager OnDemand related processes and threads
    • arssockd -I instance_name -px >> arssockd_px.out
  • b. Obtain the PID by reviewing the arssockd_px.out file.
    • date >> procstack.out
      procstack PID >> procstack.out
Note: There are enhancement PTFs for procstack: AIX PTF U862090, U858978, U861283, and U859304. These PTFs are located on Fix Central. Running procstack will consume a lot of resources, and may create a performance issue. Do not have multiple users run procstack at the same time on the same process.

2. Collect system console messages:
  • alog -t console -o > system_console.out

3. Collect error report messages:
  • errpt -a > errpt.out

4. Gather the Content Manager OnDemand System Log messages starting 10 leading to and including the hang:
    1. Log on to the OnDemand Windows client as an administrator.
    2. Open the System Log folder.
    3. Search the System Log for the time range of the hang.
    4. Copy and paste the messages into a text file.
       
5. If you are using Db2® as your database manager, gather a db2support.zip file:

db2support output_path -d database_name -c
 
Note: The Content Manager OnDemand database name can be determined from the SRVR_INSTANCE parameter value in your ars.ini. Further information on db2support.zip files can be found in the Related information section.


6. Send the following files to IBM Support:
  • arssockd_px.out
  • procstack.out
  • system_console.out
  • errpt.out
  • Content Manager OnDemand System Log
  • Content Manager OnDemand configuration files (ars.ini, ars.cfg, ars.cache, ars.dbfs). This can be collected by using the arssupport utility.
  • db2support.zip if you are using Db2 as your database manager.
What to do next
Once you have collected the preceding information, submit the diagnostic information to IBM Support. See Exchanging information with IBM Support.

[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"ARM Category":[{"code":"a8m0z0000001gP1AAI","label":"technote"}],"ARM Case Number":"","Platform":[{"code":"PF002","label":"AIX"}],"Version":"All Versions"}]

Document Information

Modified date:
05 August 2022

UID

swg21222374

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