IBM Support

Collecting Data: Read First for IBM Spectrum Protect Products

Troubleshooting


Problem

For every problem, collecting data can aid in problem determination and save time resolving Problem Cases (previously called PMRs).

Cause

Gathering this data before calling IBM® support will help to understand the problem and save time analyzing the data.

Resolving The Problem

Collecting troubleshooting data early, even before opening the Case, 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 a development code fix.

Collecting Data: Read First table of contents:

Gathering General Information
Gathering Component Specific Information
Submitting Information to IBM Support
Online Self-Help Resources
Related Information

 
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. .
 
Gathering Component Specific Information

If one of the product components below matches your symptom, or the part of the product with which you are experiencing problems, follow the instructions in the associated document:
 
Components
Server/Storage Agent:
Performance
Crash
Hang
Hung Process or Session
Install
Storage Pool Backup
Expiration
Reclamation
Migration
Administration Center/ISC
DB Reorg
V6 server won't start
Structural Database Corruption
Server Database Backup
NAS/NDMP operations
   Server Memory Usage
Devices/LANFREE/Library Sharing:
Library Manager/Library Client - Library Sharing
Library/Drive Problems
Client:
Performance
Schedule operations
Crash
Hang
Install
Backup & Restore
Connection/Firewall
Journal Backups
Cluster
HSM Client
API Client
Reporting and Monitoring:
Install
   General Monitoring
Operations Center:
Setup
Snapshot / FlashCopy Manager:
Snapshot for Unix
Snapshot for Windows
 
Virtual Environments:
Data Protection for Hyper-V
Data Protection for VMware on Linux
Data Protection for VMware on Windows
Performance
 
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
 
Related Information

[{"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Product":{"code":"SSEQVQ","label":"IBM Spectrum Protect"},"Component":"Not Applicable","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Supported Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Product":{"code":"SSGSG7","label":"Tivoli Storage Manager"},"Component":"Not Applicable","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]

Product Synonym

TSM

Document Information

Modified date:
17 December 2019

UID

swg21263547