Collecting Data for Spectrum Protect Server: Hung Process or Session

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 development of a code fix.

Collecting Data: Table of Contents:

	Gathering general information
	Manually Gathering General Information
	Gathering Hang 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.

 

Manually Gathering General Information

From a Spectrum Protect Admin command line client enter the following commands:

• QUERY SYSTEM > querysys.out
• QUERY ACTLOG BEGINDATE=<mm/dd/yyyy> BEGINTIME=<hh:mm> ENDDATE=<mm/dd/yyyy> ENDTIME=<hh:mm> > actlog.out


• - where BEGINDATE and BEGINTIME are the beginning date and time for the actlog entries being collected
  - where ENDDATE and ENDTIME 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 a files called querysys.out and actlog.out in the Spectrum Protect servers 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 dsmserv.opt, dsmserv.err (if one was created) and details of operating systems levels should be included as general information.

 

Gathering Process or Session Hang Specific Information

NOTE:
From a Spectrum Protect Admin command line client, the following internal diagnostic commands should be issued to gather the initial documentation necessary to begin diagnosis of a hang condition on the server:

• SHOW RESQUEUE > hangshow.out
  SHOW DEADLOCK >> hangshow.out
  SHOW LOCKS >> hangshow.out
  SHOW DBTXNT >> hangshow.out
  SHOW TXNT >> hangshow.out
  SHOW THREADS >> hangshow.out
  SHOW SESSIONS >> hangshow.out
  QUERY SESSION > hangquery.out
  QUERY PROCESS >> hangquery.out


 

Explicitly using the above commands will redirect the show output to a file called hangshow.out and the query output to a file called hangquery.out. Both will be created in the Spectrum Protect server's working directory. The name of this file can be changed and a full path can be specified to place the output in any desired directory using any valid filename.

If there is a question about whether or not a process or session is really hung, issuing the above set of commands multiple times over a period of time (i.e. every 15 minutes for an hour) will help determine if the operation is truly hung. When using the commands above multiple times adjust the redirection of the first commands to each unique filename so that data will append and not overwrite:

SHOW RESQUEUE >> hangshow.out
QUERY SESSION >> hangquery.out

Alternatively append a sequential numeric value or time stamp to the filename so each iteration can be distinguished.
 

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

• Exchanging information with IBM Technical Support
• IBM Spectrum Protect Downloads - Latest Fix Packs and Interim Fixes