IBM Support

Data Collection Guidelines for IBM Storage System XIV

Troubleshooting


Problem

Data collection guidelines for multiple IBM and third vendor products connected to IBM System Storage XIV

Cause

In case of technical problems with IBM XIV Storage System involvement, customer can start to collect log files close to the incident.
This can help to capture relevant information before it is being overwritten by wrapping log files.
It further helps to avoid delays in providing log files to IBM support for problem analysis.

Diagnosing The Problem

Depending on the kind of incident, it could make sense to collect data from all involved components like host systems, SAN and/or network devices and the attached storage systems.

The questionnaires below are requesting information for the relevant topics and thus help to create a precise problem description, giving IBM support teams a better understanding of the problem history and the current situation.

Resolving The Problem

The data collection guideline can be obtained by following this link.

Storage Component
Xray collection with the XIV Storage Management GUI.pdf

This document provides guidelines how to collect logs from an IBM XIV Storage System



Additional guidelines can be found in the table below.
General Information
General Questionnaire.pdf

For problem analysis of IBM Storage Systems it is essential to exactly understand the problem and the impact to the environment.

The attached document is requesting detailed information about the involved hard- and software products, executed actions and the time frame of the incident.

It helps the IT administrator to create a detailed description of the issue.
This helps IBM support to get a clear understanding of the situation and reduces the time of analysis by focussing on the described devices and timestamps.

Performance Questionnaire.pdf

Especially performance problems are often quite complex and a precise description of the involved devices is needed.

The attached document is requesting detailed information about the involved components, the impact and the time frame of the incident.

It helps the IT administrator to provide a detailed description of the issue and a clear timeline.
This helps IBM support to get a clear understanding of the situation and reduces the time of analysis by focussing to the described devices and timestamps.

Data Transfer to IBM.pdf

This document describes how to transfer log files for problem analysis of IBM storage systems and connected systems.

Requirement before the data transfer is an existing support request opened with IBM.

Host/ Operating systems
Data Collection for Windows, Linux, AIX for XIV attachment.pdf

For problem analysis of IBM Storage Systems, it might be necessary to correlate with other components' logs as well in order to determine the cause of the problem. This may include logs from host operating systems, SAN or networking products, connected storage systems or software.

This document provides guidelines to collect logs from Microsoft Windows, Linux or IBM AIX operating system.



Please be aware that a new browser window/tab will be opened with the data collection instruction for the selected product in PDF format for download.

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Document Information

Modified date:
17 June 2018

UID

ssg1S1005354

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