Question & Answer
Question
Collect Troubleshooting Data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Answer
Collecting 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 development of a code fix.
Collecting Data: Table of contents:
 | Gathering General information |
 | Gathering Spectrum Protect Client connection/firewall Information |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
| Manually Gathering General Information |
Gather the following files
- dsm.sys/dsm.opt
- details of operating system levels
- dsminfo.txt - Run QUERY SYSTEMINFO using the Client Command Line to generate a current version of the file.
Note: The above Client files can be found in the installation file path. The default installation path is:
Windows: C:\Program Files\Tivoli\TSM\baclient
AIX: /usr/tivoli/tsm/client/ba/bin
HP-UX, Linux, Solaris: /opt/tivoli/tsm/client/ba/bin
From a Server Admin command line client (dsmadmc), enter the following commands:
- QUERY SYSTEM > querysys.out
- QUERY ACTLOG begind=<mm/dd/yyyy> begint=<hh:mm> endd=<mm/dd/yyyy> endt=<hh:mm> > actlog.out
- where endd and endt are the ending date and time for the actlog entries being collected
- the actlog gather should cover the full time frame of the issue/problem/scenario being diagnosed
Explicitly using the above commands will redirect the output to files called querysys.out and actlog.out in the IBM Spectrum Protect Server's working directory. The names of these files can be changed and a full path can be specified to place the output in any desired directory using any desired name.
These files along with the following files/info should be included as general information:
- dsmserv.opt
- dsmserv.err
- details of operating system levels
- IBM Spectrum Protect Server specific version (ex: 7.1.4.100)
| Gathering Spectrum Protect Client Connection/Firewall Information |
- netstat -a > netstat.out
| 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 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 |
Related Information
[{"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Product":{"code":"SSEQVQ","label":"IBM Spectrum Protect"},"Component":"Client","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Supported Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSGSG7","label":"Tivoli Storage Manager"},"Component":"client","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
Product Synonym
TSM
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Document Information
Modified date:
24 October 2019
UID
swg21271020