Collecting Data for Tivoli Storage Manager: Systemstate and Systemservices

Technote (troubleshooting)


Problem(Abstract)

Collecting Data documents aid in problem determination and save time resolving Problem Management Records (PMRs).

Resolving the problem

Collecting troubleshooting data early, even before opening the PMR, 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 Tivoli Storage Manager Systemstate and Systemservices Problem Information
Submitting Information to IBM Support
Online Self-Help Resources
Related Information



Gathering General Information

For supported levels of IBM Tivoli Storage Manager you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can also manually collect the general information.

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.


Manually Gathering General Information

Tivoli Storage Manager can gather general information about the configuration into a file called dsminfo.txt by running the following Tivoli Storage Manager client command:
QUERY SYSTEMINFO
ex: dsmc query systeminfo -optfile=<path and filename of option file>

If you can not gather dsminfo.txt file generated with QUERY SYSTEMINFO, manually gather the following:
  • Complete Tivoli Storage Manager client level to 4 digits - example 6.4.0.1
  • Directory listings for the Tivoli Storage Manager "baclient" directory and Windows "system32" directory:
    From a Windows Command Prompt on system:
    -Change directory to the "baclient" directory, by default: c:\program files\tivoli\tsm\baclient
    -Issue: dir /s > baclient.out
    -Change directory to the windows system32 directory c:\windows\system32
    -Issue: dir /s > system32.out
  • Tivoli Storage Manager client options file used when the error occurs - dsm.opt or the value specified with OPTFILE parameter.
  • Tivoli Storage Manager client error log - dsmerror.log or the value specified as ERRORLOGNAME parameter.
  • Tivoli Storage Manager client schedule log - dsmsched.log or the value specified as SCHEDLOGNAME parameter - if the systemstate problem happened for a scheduled operation.
  • Tivoli Storage Manager client web log - dsmwebcl.log - if the systemstate problem happened during a web client operation or a scheduled operation using a CAD managed scheduler.
The above Tivoli Storage Manager Client files can be found in the installation file path. The default installation path is:
C:\Program Files\Tivoli\TSM\baclient



Gathering Tivoli Storage Manager Windows Systemstate or Systemservices Problem Information

Vshadow is a Microsoft utility used to test VSS. This is helpful in determining any issues with VSS outside of Tivoli Storage Manager.

Vshadow can be downloaded here:

Windows 2003 and Windows 2003 R2 VSS SDK
http://www.microsoft.com/download/en/details.aspx?displaylang=en&id=23490


Windows 7 & Windows 2008 R2
http://www.microsoft.com/download/en/details.aspx?id=8279


From a Windows Command Prompt, issue the following commands using the vshadow utility (contact Microsoft for a version appropriate for the version of Windows being used):
vshadow –p c: > vshadow_p.out
vshadow –wm2 > vshadow_wm2.out
vshadow -ws > vshadow_ws.out
vshadow -nw c: > vs_nw.out
vshadow -nw -p c: > vs_p.out

For Windows 8/2008/2012 users, collect data from the following document:
http://www-01.ibm.com/support/docview.wss?uid=swg21415747

Required Microsoft Hotfixes
Identify whether the Windows operating system has been properly patched for known VSS issues. See the following technote for required hotfixes:
http://www-01.ibm.com/support/docview.wss?rs=663&uid=swg21197133
934016 (COM+)
940349 (VSS)

Native Backup Utility
Attempt a systemstate backup using the Windows native backup utility, and save the results file generated by the backup. If the backup fails, contact Microsoft for a resolution. Tivoli Storage Manager uses different Microsoft API calls than these native backup utilities. If the backup is successful it does not mean there is no problem with VSS.

Windows 2003 - NTBackup
Windows 2008/2012 - Windows Server Backup
Windows Vista - Windows Backup and Restore Center

Event Logs
Provide a copy of the Windows system event log and application event log (saved in .evt format from Windows Event Viewer).

System Information
From a Windows Command Prompt, issue: systeminfo > c:\systeminfo.txt and send in systeminfo.txt.

Writers and Providers
From a Windows Command Prompt, issue:
vssadmin list writers > c:\writers.txt
vssadmin list providers > c:\providers.txt

All the writers should be in a stable state. If any writers are in a failed state, please contact Microsoft support. A reboot of the system may set the writers back in a stable state.

Tivoli Storage Manager Client Trace
Take a trace of the failing operation.
1. Add the following lines to the dsm.opt file:
tracefile c:\path\to\your\trace.txt
traceflags service
2. Save the dsm.opt, then perform the Tivoli Storage Manager backup command:
dsmc backup systemstate
3. Remove the trace lines after completion of the failing operation.
4. Submit the trace file plus updated versions of the files in Manually Gathering General Information section above.

Note: some issues with backing up systemstate are due to lack of free space on the drive or if the drive is heavily fragmented. Please rule out these possible issues by freeing up space or defragmenting any drives necessary.

Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic troubleshooting data to IBM.

If using ESR, update the PMR to indicate that data has been sent.

Online Self-Help Resources

  • Review up-to-date product information at the Tivoli Storage Manager Product Support page.
  • Use the IBM Support Assistant (ISA), this free cross product tool assists you in increasing your capacity for self-help. The Tivoli Storage Manager server has a plugin for the ISA tool.
  • Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

Related Information

Product Alias/Synonym

TSM

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Document information


More support for:

Tivoli Storage Manager
Client

Software version:

All Supported Versions

Operating system(s):

Windows

Reference #:

1304106

Modified date:

2014-03-25

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