IBM Support

Collecting data for: DASH for JazzSM - Installation or runtime failure

Troubleshooting


Problem

For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs), particularly if the data is gathered before opening the PMR with IBM® Support.

Resolving The Problem

Collecting MustGather 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 up a development code fix.

MustGather table of contents:

Gathering Component Specific Information
Submitting Information to IBM Support
On-line Self-Help Resources
Related Information



Gathering Component Specific Information


Provide the following items for analysis of a DASH installation or runtime failure:

    Run consoleLogCollector.bat|sh script from <JazzSM HOME>/ui/bin
    Collect the <JazzSM HOME>/ui/console_logs.zip file
Note: If the installation fails before the JazzSM files are unpacked and the consoleLogCollector script is not available, manually collect the Installation Manager logs from:

<User home dir> /var/ibm/InstallationManager/logs
or
/var/ibm/InstallationManager/logs


Submitting Information to IBM Support
    If using SR, update the PMR to indicate that data has been sent.


Online Self-Help Resources
    • Utilize the IBM Service Request (SR) tool to access the Tivoli Storage Manager Support team, when requiring assistance from IBM.
    • 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.
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Related Information
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[{"Product":{"code":"SSRLR8","label":"Tivoli Components"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Jazz for Service Management","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"2.2","Edition":"","Line of Business":{"code":"","label":""}}]

Document Information

Modified date:
17 June 2018

UID

swg21632880

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