Troubleshooting
Problem
This document describes how to retrieve and send an existing server dump to IBM support by using an HMC. Dump types include any server dump such as FSP dumps (FSPDUMP), system or platform dumps (SYSDUMP), power dumps (PWRDUMP), resource dumps (RSCDUMP), and logical partition adjunct dumps (LPADUMP).
Resolving The Problem
This document describes options available in the GUI (Graphical User Interface) and CLI (Command line interface).
Using the HMC GUI
Using the HMC GUI
Step 1: Log on the HMC.
Log on to the HMC with a user profile that has the proper task role (hmcsuperadmin, hmcservicerep, hmcoperator) and resource role (the user must have access to the target system).
Step 2: Open the Dumps Panel.
a) In the navigation area, click Service Management
b) In the Service Management panel, click Dumps
Step 3: Retrieve the dump
Select the target dump. Then select one of the methods to offload the dump.
Use one of the following options to copy the dump:
Select the target dump. Then select one of the methods to offload the dump.
Use one of the following options to copy the dump:
| o | Copy Dump to Remote System This option allows the user to FTP or SFTP the file to another server. The network must allow the HMC to connect directly to the target server by using the FTP or SFTP protocol. If the HMC is allowed SFTP access to the Internet, the file can be sent directly to IBM support by using the parameters shown below: NOTE: IBM no longer allows anonymous login to its FTP servers. Refer to this URL for information to obtain an IBM ID and password. |
| o | Call Home Dump This option can be used to send the data to the IBM testcase server by using any available outbound connection method. Use the Manage Outbound Connectivity task to verify that at least one connection method is enabled and working. |
Note: Call home dump is the preferred option if the HMC has Internet connectivity because this option sends the file directly to IBM using the remote support outbound connection.
HMC Command Line
Tip:
- The HMC pedbg command can be used to collect all dumps into a single zip file and optionally copy to USB flash. Log in to restricted shell as user hscpe with role hmcpe. Run the command: pedbg -s -q 1
- Dumps are stored in the /dump directory. To view a list, sorted by date run the command ls -ltr /dump
- Sending the dump direct to IBM
The HMC sendfile command sends the dump directly to IBM using FTP or secure FTP protocol. See the man page or help for more information.
If the HMC has a network connection that allows FTP or sFTP to the Internet, type the following command to send the file directly to IBM Support:
sendfile -f /dump/<dumpname> -h testcase.software.ibm.com -d /toibm/hw/ -n nnnnn.bbb.ccc.<dumpname> -u <MyIBMID> --passwd <MyIBMIDpassword> -S
As with the Copy Dump to Remote System GUI dialog, IBM no longer allows anonymous file transfer to IBM's FTP servers.
Where :
| Parameter | Reference |
| -f | The dump file name to send. The dump name is in the format of "<dumptype>.<serial number>. <dump id> .<timestamp>". For example, FSPDUMP.TU20305.5A000002.20150210185451. The command ls -ltr /dump can be used to display the file name. |
| -n | The dump file renamed to start with pmr number in the format nnnnn.bbb.ccc.<dumpname> where: |
|
Problem Number |
|
Branch Number |
|
Country Code (United States = 000) |
|
The dump file name (same as the -f). |
| -d | Directory to upload to: For ibm i /toibm/os400/ ; for AIX /toibm/aix/ |
| -S | Use SFTP. Testcase requires sftp |
- Copy the dump to USB flash drive.
Do the following:
| 1. | Click HMC Management in the navigation area, then click Open Restricted Shell Terminal. |
| 2. | Insert the USB flash drive. The USB flash drive must be formatted FAT32. If needed, the HMC Management Format Media function can be used to format the media. |
| 3. | In the restricted shell window, run the command lsmediadev to list the available media. Note the mount point for the target media, for example: lsmediadev device=/dev/cdrom,mount_point=/media/cdrom,type=1,description=CD/DVD device=/dev/fd0,mount_point=/media/floppy,type=2,description=internal diskette drive device=/dev/sdb1,mount_point=/media/sdb1,type=3,description=USB flash memory device |
| 4. | Mount the media by typing the following command: mount mountpoint where mountpointis the value displayed in the previous command for the target media. Using the example above, the command to mount the usb stick is mount /media/sdb1. |
| 5. | Copy the file by typing the following command: cp /dump/FSPDUMP.xxxxxx mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. Example: cp /dump/FSPDUMP.TU20305.5A000002.20150210185451 /media/sdb1 |
| 6. | Unmount the media by typing the following command: umount mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. |
- Copy the dump over the network by using secure copy.
The dump can be copied directly over the network to another PC by using secure copy (port 22). A popular implementation of secure copy for Microsoft Windows is PuTTY pscp. PuTTY can be downloaded from the following Web site:
www.chiark.greenend.org.uk/~sgtatham/putty/
Example: Using PuTTY pscp to copy the dump to the user's PC:
Open a Windows command prompt (Start, Run, type cmd and click the OK button). In the command prompt window type the following:
"C:\program files\putty\pscp" -scp hscroot@myhmc:/dump/FSPDUMP.103E8FE.0100000D.20070502204810 c:\temp\FSPDUMP.103E8FE.0100000D.20070502204810
where myhmc is the HMC host name or TCP/IP address and FSPDUMP.103E8FE.0100000D.200705022048 is the actual dump name. This example assumes pscp was installed in the default PuTTY installation directory.
- Browser upload to IBM Support.
To use another PC/Server with Internet access to send the dump file to IBM support, open the browser to the preferred IBM service web site (see table below), and upload the file. Be sure to wait for the operation to complete before closing the browser.
Select the preferred server for your geography to upload the dump file:
| Preferred servers depending on geography | ||
| Geography | Server | |
| North America | Testcase | https://testcase.boulder.ibm.com |
| Europe | ECuRep | http://www.ecurep.ibm.com/app/upload |
| Asia Pacific | Testcase or EcuRep | |
This document describes options available in the GUI (Graphical User Interface) and CLI (Command line interface).
Using the HMC GUI
Step 1: Log on the HMC.
Log on to the HMC with a user profile that has the proper task role (hmcsuperadmin, hmcservicerep, hmcoperator) and resource role (the user must have access to the target system).
Step 2: Open the Manage Dumps Panel.
In the navigation area, click Serviceability -> Dumps
Step 3: Retrieve the dump by using Manage Dumps.
Select the target dump. Click the Actions menu option, and then select the method to copy the dump.
Note: Call home dump (refer to the third option below) is the preferred option if the HMC has Internet connectivity because this option sends the file directly to IBM using the remote support outbound connection.
Use one of the following options to copy the dump:
| o | Copy Dump to Media This option can be used to copy the dump USB flash drive. |
| o | Copy Dump to Remote System This option allows the user to FTP the file to another server. The network must allow the HMC to connect directly to the target server by using the FTP protocol. If the HMC is allowed FTP access to the Internet, the file can be sent directly to IBM support by using the parameters shown below: NOTE: IBM no longer allows anonymous login to its FTP servers. Refer to this URL for information to obtain an IBM ID and password. |
| o | Call Home Dump This option can be used to send the data to the IBM testcase server by using any available outbound connection method. Use the Manage Outbound Connectivity task to verify that at least one connection method is enabled and working. |
HMC Command Line
Tip:
- The HMC pedbg command can be used to collect all dumps into a single zip file and optionally copy to USB flash. Log in to restricted shell as user hscpe with role hmcpe. Run the command: pedbg -s -q 1
- Dumps are stored in the /dump directory. To view a list, sorted by date run the command ls -ltr /dump
- Sending the dump direct to IBM
The HMC sendfile command sends the dump directly to IBM using FTP or secure FTP protocol. See the man page or help for more information.
If the HMC has a network connection that allows FTP or sFTP to the Internet, type the following command to send the file directly to IBM Support:
sendfile -f /dump/<dumpname> -h testcase.boulder.ibm.com -d /toibm/hw/ -n <casenumber>.<dumpname> -u <MyTransferID> --passwd <MyTransferIDpassword> -S
As with the Copy Dump to Remote System GUI dialog, IBM no longer allows anonymous file transfer to IBM's FTP servers.
Where :
| Parameter | Reference |
| -f | The dump file name to send. The dump name is in the format of "<dumptype>.<serial number>. <dump id> .<timestamp>". For example FSPDUMP.TU20305.5A000002.20150210185451. The command ls -ltr /dump can be used to display the file name. |
| -n | The dump file renamed to start with case number in the format <casenumber>.<dumpname> where: |
|
Case Number TSxxxxxxxxx |
|
The dump file name (same as the -f). |
| -d | Directory to upload to: For hardware /toibm/hw/ ; for AIX /toibm/aix/ |
| -S | Use SFTP. Testcase requires sftp |
- Copy the dump to USB flash drive.
Do the following:
| 1. | Click HMC Management in the navigation area, then click Open Restricted Shell Terminal. |
| 2. | Insert the USB flash drive. The USB flash drive must be formatted FAT32. If needed, the HMC Management Format Media function can be used to format the media. |
| 3. | In the restricted shell window, run the command lsmediadev to list the available media. Note the mount point for the target media, for example: lsmediadev device=/dev/cdrom,mount_point=/media/cdrom,type=1,description=CD/DVD device=/dev/fd0,mount_point=/media/floppy,type=2,description=internal diskette drive device=/dev/sdb1,mount_point=/media/sdb1,type=3,description=USB flash memory device |
| 4. | Mount the media by typing the following command: mount mountpoint where mountpointis the value displayed in the previous command for the target media. Using the example above, the command to mount the usb stick is mount /media/sdb1. |
| 5. | Copy the file by typing the following command: cp /dump/FSPDUMP.xxxxxx mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. Example: cp /dump/FSPDUMP.TU20305.5A000002.20150210185451 /media/sdb1 |
| 6. | Unmount the media by typing the following command: umount mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. |
- Copy the dump over the network by using secure copy.
The dump can be copied directly over the network to another PC by using secure copy (port 22). A popular implementation of secure copy for Microsoft Windows is PuTTY pscp. PuTTY can be downloaded from the following Web site:
www.chiark.greenend.org.uk/~sgtatham/putty/
Example: Using PuTTY pscp to copy the dump to the user's PC:
Open a Windows command prompt (Start, Run, type cmd and click the OK button). In the command prompt window type the following:
"C:\program files\putty\pscp" -scp hscroot@myhmc:/dump/FSPDUMP.103E8FE.0100000D.20070502204810 c:\temp\FSPDUMP.103E8FE.0100000D.20070502204810
where myhmcis the HMC host name or TCP/IP address and FSPDUMP.103E8FE.0100000D.200705022048 is the actual dump name. This example assumes pscp was installed in the default PuTTY installation directory.
- Browser upload to IBM Support.
To use another PC/Server with Internet access to send the dump file to IBM support, open the browser to the preferred IBM service web site (see table below), and upload the file. Be sure to wait for the operation to complete before closing the browser.
Select the preferred server for your geography to upload the dump file:
| Preferred servers depending on geography | ||
| Geography | Server | |
| North America | Testcase | https://testcase.boulder.ibm.com |
| Europe | ECuRep | http://www.ecurep.ibm.com/app/upload |
| Asia Pacific | Testcase or EcuRep | |
This document describes options available in the GUI (Graphical User Interface) and CLI (Command line interface).
Using the HMC GUI
Using the HMC GUI
Step 1: Log on the HMC.
Log on to the HMC with a user profile that has the proper task role (hmcsuperadmin, hmcservicerep, hmcoperator) and resource role (the user must have access to the target system).
Step 2: Open the Manage Dumps Panel.
a) In the navigation area, click Serviceability > Service Management
b) In the Service Management panel, click Manage Dumps
Step 3: Retrieve the dump by using Manage Dumps.
Select the target dump. Click the Selected menu option, and then select the method to copy the dump.
Note: Call home dump (refer to the third option below) is the preferred option if the HMC has Internet connectivity because this option sends the file directly to IBM using the remote support outbound connection.
Use one of the following options to copy the dump:
| o | Copy Dump to Media This option can be used to copy the dump to DVD-RAM (HMC Version 7) or USB flash drive (HMC Version 8). When using DVD-RAM the DVD must be formatted by using the HMC as "Service Data". |
| o | Copy Dump to Remote System This option allows the user to FTP the file to another server. The network must allow the HMC to connect directly to the target server by using the FTP protocol. If the HMC is allowed FTP access to the Internet, the file can be sent directly to IBM support by using the parameters shown below: NOTE: IBM no longer allows anonymous login to its FTP servers. Refer to this URL for information to obtain an IBM ID and password. |
| o | Call Home Dump This option can be used to send the data to the IBM testcase server by using any available outbound connection method. Use the Manage Outbound Connectivity task to verify that at least one connection method is enabled and working. |
HMC Command Line
Tip:
- The HMC pedbg command can be used to collect all dumps into a single zip file and optionally copy to USB flash. Log in to restricted shell as user hscpe with role hmcpe. Run the command: pedbg -s -q 1
- Dumps are stored in the /dump directory. To view a list, sorted by date run the command ls -ltr /dump
- Sending the dump direct to IBM
The HMC sendfile command sends the dump directly to IBM using FTP or secure FTP protocol. See the man page or help for more information.
If the HMC has a network connection that allows FTP or sFTP to the Internet, type the following command to send the file directly to IBM Support:
sendfile -f /dump/<dumpname> -h testcase.software.ibm.com -d /toibm/hw/ -n nnnnn.bbb.ccc.<dumpname> -u <MyIBMID> --passwd <MyIBMIDpassword> -S
As with the Copy Dump to Remote System GUI dialog, IBM no longer allows anonymous file transfer to IBM's FTP servers.
Where :
| Parameter | Reference |
| -f | The dump file name to send. The dump name is in the format of "<dumptype>.<serial number>. <dump id> .<timestamp>". For example, FSPDUMP.TU20305.5A000002.20150210185451. The command ls -ltr /dump can be used to display the file name. |
| -n | The dump file renamed to start with pmr number in the format nnnnn.bbb.ccc.<dumpname> where: |
|
Problem Number |
|
Branch Number |
|
Country Code (United States = 000) |
|
The dump file name (same as the -f). |
| -d | Directory to upload to: For ibm i /toibm/os400/ ; for AIX /toibm/aix/ |
| -S | Use SFTP. Testcase requires sftp |
- Copy the dump to USB flash drive.
Do the following:
| 1. | Click HMC Management in the navigation area, then click Open Restricted Shell Terminal. |
| 2. | Insert the USB flash drive. The USB flash drive must be formatted FAT32. If needed, the HMC Management Format Media function can be used to format the media. |
| 3. | In the restricted shell window, run the command lsmediadev to list the available media. Note the mount point for the target media, for example: lsmediadev device=/dev/cdrom,mount_point=/media/cdrom,type=1,description=CD/DVD device=/dev/fd0,mount_point=/media/floppy,type=2,description=internal diskette drive device=/dev/sdb1,mount_point=/media/sdb1,type=3,description=USB flash memory device |
| 4. | Mount the media by typing the following command: mount mountpoint where mountpointis the value displayed in the previous command for the target media. Using the example above, the command to mount the usb stick is mount /media/sdb1. |
| 5. | Copy the file by typing the following command: cp /dump/FSPDUMP.xxxxxx mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. Example: cp /dump/FSPDUMP.TU20305.5A000002.20150210185451 /media/sdb1 |
| 6. | Unmount the media by typing the following command: umount mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. |
- Copy the dump over the network by using secure copy.
The dump can be copied directly over the network to another PC by using secure copy (port 22). A popular implementation of secure copy for Microsoft Windows is PuTTY pscp. PuTTY can be downloaded from the following Web site:
www.chiark.greenend.org.uk/~sgtatham/putty/
Example: Using PuTTY pscp to copy the dump to the user's PC:
Open a Windows command prompt (Start, Run, type cmd and click the OK button). In the command prompt window type the following:
"C:\program files\putty\pscp" -scp hscroot@myhmc:/dump/FSPDUMP.103E8FE.0100000D.20070502204810 c:\temp\FSPDUMP.103E8FE.0100000D.20070502204810
where myhmc is the HMC host name or TCP/IP address and FSPDUMP.103E8FE.0100000D.200705022048 is the actual dump name. This example assumes pscp was installed in the default PuTTY installation directory.
- Browser upload to IBM Support.
To use another PC/Server with Internet access to send the dump file to IBM support, open the browser to the preferred IBM service web site (see table below), and upload the file. Be sure to wait for the operation to complete before closing the browser.
Select the preferred server for your geography to upload the dump file:
| Preferred servers depending on geography | ||
| Geography | Server | |
| North America | Testcase | https://testcase.boulder.ibm.com |
| Europe | ECuRep | http://www.ecurep.ibm.com/app/upload |
| Asia Pacific | Testcase or EcuRep | |
This document describes options available in the GUI (Graphical User Interface) and CLI (Command line interface).
Using the HMC GUI
Using the HMC GUI
Step 1: Log on the HMC.
Log on to the HMC with a user profile that has the proper task role (hmcsuperadmin, hmcservicerep, hmcoperator) and resource role (the user must have access to the target system).
Step 2: Open the Manage Dumps Panel.
In the Navigation frame, select Service Management. In the Work Area, click Manage Dumps:
Step 3: Retrieve the dump by using Manage Dumps.
Select the target dump. Click the Selected menu option, and then select the method to copy the dump.
Note: Call home dump (refer to the third option below) is the preferred option if the HMC has Internet connectivity because this option sends the file directly to IBM using the remote support outbound connection.
Use one of the following options to copy the dump:
| o | Copy Dump to Media This option can be used to copy the dump to DVD-RAM (HMC Version 7) or USB flash drive (HMC Version 8). When using DVD-RAM the DVD must be formatted by using the HMC as "Service Data". |
| o | Copy Dump to Remote System This option allows the user to FTP the file to another server. The network must allow the HMC to connect directly to the target server by using the FTP protocol. If the HMC is allowed FTP access to the Internet, the file can be sent directly to IBM support by using the parameters shown below: NOTE: IBM no longer allows anonymous login to its FTP servers. Refer to this URL for information to obtain an IBM ID and password. |
| o | Call Home Dump This option can be used to send the data to the IBM testcase server by using any available outbound connection method. Use the Manage Outbound Connectivity task to verify that at least one connection method is enabled and working. |
HMC Command Line
Tip:
- The HMC pedbg command can be used to collect all dumps into a single zip file and optionally copy to USB flash. Log in to restricted shell as user hscpe with role hmcpe. Run the command: pedbg -s -q 1
- Dumps are stored in the /dump directory. To view a list, sorted by date run the command ls -ltr /dump
- Sending the dump direct to IBM
The HMC sendfile command sends the dump directly to IBM using FTP or secure FTP protocol. See the man page or help for more information.
If the HMC has a network connection that allows FTP or sFTP to the Internet, type the following command to send the file directly to IBM Support:
sendfile -f /dump/<dumpname> -h testcase.software.ibm.com -d /toibm/hw/ -n nnnnn.bbb.ccc.<dumpname> -u <MyIBMID> --passwd <MyIBMIDpassword> -S
As with the Copy Dump to Remote System GUI dialog, IBM no longer allows anonymous file transfer to IBM's FTP servers.
Where :
| Parameter | Reference |
| -f | The dump file name to send. The dump name is in the format of "<dumptype>.<serial number>. <dump id> .<timestamp>". For example FSPDUMP.TU20305.5A000002.20150210185451. The command ls -ltr /dump can be used to display the file name. |
| -n | The dump file renamed to start with pmr number in the format nnnnn.bbb.ccc.<dumpname> where: |
|
Problem Number |
|
Branch Number |
|
Country Code (United States = 000) |
|
The dump file name (same as the -f). |
| -d | Directory to upload to: For ibm i /toibm/os400/ ; for AIX /toibm/aix/ |
| -S | Use SFTP. Testcase requires sftp |
- Copy the dump to USB flash drive.
Do the following:
| 1. | Click HMC Management in the navigation area, then click Open Restricted Shell Terminal. |
| 2. | Insert the USB flash drive. The USB flash drive must be formatted FAT32. If needed, the HMC Management Format Media function can be used to format the media. |
| 3. | In the restricted shell window, run the command lsmediadev to list the available media. Note the mount point for the target media, for example: lsmediadev device=/dev/cdrom,mount_point=/media/cdrom,type=1,description=CD/DVD device=/dev/fd0,mount_point=/media/floppy,type=2,description=internal diskette drive device=/dev/sdb1,mount_point=/media/sdb1,type=3,description=USB flash memory device |
| 4. | Mount the media by typing the following command: mount mountpoint where mountpointis the value displayed in the previous command for the target media. Using the example above, the command to mount the usb stick is mount /media/sdb1. |
| 5. | Copy the file by typing the following command: cp /dump/FSPDUMP.xxxxxx mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. Example: cp /dump/FSPDUMP.TU20305.5A000002.20150210185451 /media/sdb1 |
| 6. | Unmount the media by typing the following command: umount mountpoint where mountpoint is the value displayed in the lsmediadev command for the target media. |
- Copy the dump over the network by using secure copy.
The dump can be copied directly over the network to another PC by using secure copy (port 22). A popular implementation of secure copy for Microsoft Windows is PuTTY pscp. PuTTY can be downloaded from the following Web site:
www.chiark.greenend.org.uk/~sgtatham/putty/
Example: Using PuTTY pscp to copy the dump to the user's PC:
Open a Windows command prompt (Start, Run, type cmd and click the OK button). In the command prompt window type the following:
"C:\program files\putty\pscp" -scp hscroot@myhmc:/dump/FSPDUMP.103E8FE.0100000D.20070502204810 c:\temp\FSPDUMP.103E8FE.0100000D.20070502204810
where myhmcis the HMC host name or TCP/IP address and FSPDUMP.103E8FE.0100000D.200705022048 is the actual dump name. This example assumes pscp was installed in the default PuTTY installation directory.
- Browser upload to IBM Support.
To use another PC/Server with Internet access to send the dump file to IBM support, open the browser to the preferred IBM service web site (see table below), and upload the file. Be sure to wait for the operation to complete before closing the browser.
Select the preferred server for your geography to upload the dump file:
| Preferred servers depending on geography | ||
| Geography | Server | |
| North America | Testcase | https://testcase.boulder.ibm.com |
| Europe | ECuRep | http://www.ecurep.ibm.com/app/upload |
| Asia Pacific | Testcase or EcuRep | |
[{"Product":{"code":"SSB6AA","label":"Power System Hardware Management Console Physical Appliance"},"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Component":"HMC","Platform":[{"code":"PF012","label":"IBM i"}],"Version":"5.4.0","Edition":"","Line of Business":{"code":"LOB08","label":"Cognitive Systems"}},{"Type":"MASTER","Line of Business":{"code":"LOB08","label":"Cognitive Systems"},"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Product":{"code":"SSOQ2E","label":"Hardware Management Console V10"},"ARM Category":[{"code":"a8m0z000000bowEAAQ","label":"Hardware Management Console"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"10.1.0"}]
Historical Number
451630564
Was this topic helpful?
Document Information
Modified date:
13 May 2025
UID
nas8N1014349