Appendixb(ibm Tivoli Docs)
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Appendix B: Problem Determination
2
TSM Features Address Problems TS feat M ures
Sometimes a problem can be resolved by evoking features of IBM Tivoli Storage Manager. The TSM Development teams have addressed what were once common problems for storage administrators and created features and options to make it easier to protect your data.
3
Mapping TSM Solutions to Common Problems Feature
Description
Solution Provided
Administrator Center
Task-orientated interface to manage one or more Tivoli Storage Manager servers.
Centralized management of enterprise systems.
Backup Sets
Collection of backed up files, stored as a single Can be used for client restore object on specific media. without network or server.
Enhanced Scheduling
Client and Administrative schedules can utilize Easier scheduling set up. flexible groupings and dates.
Client Option Sets A collection of client options that can be applied Sets options for groups of to multiple clients. clients.
system command line, type DSM to start the GUI. Collocation
Enables the server to keep all files belonging to Reduces restore times. a client node or a client file space on a minimal number of sequential access storage volumes.
Collocation Groups Allows creation of a group of nodes for collocation.
Does not require a tape for every node. Faster restore time.
Disk-to-Disk Backup
Tapeless backups use disks as storage media. Minimized fragmentation, utilizes inexpensive disks.
Health Monitor
Part of the Administration Center, which is used Centralized monitoring of to monitor system status. storage tasks.
4
Mapping TSM Solutions to Common Problems Feature
Description
Solution Provided
Include-Exclude
Lists that customize which files are considered Does not use space or time on for backup or archive. files which do not require protection.
Migration of Files in Automatic migration to the next storage pool in Ensures sufficient space in the a Storage Pool the hierarchy maintains free space in the faster storage pools at the top Hierarchy primary storage pool. of the storage pool hierarchy. Online Image Backup
Creates a point-in-time image backup, or snapshot, at the volume level, in which the volume remains in an available state during the backup. The backup-archive client delays the start of the volume snapshot until volume activity is idle for a specified amount of time, thus allowing for a more stable snapshot.
Allows other applications to continue accessing and changing the contents of the volume during backup.
Progressive Backup Methodology
Only files that have changed are candidates to Reduces network traffic and be backed up (incremental backups). improves processor utilization by minimizing data transfer time. More efficient use of storage space.
Reclamation
As data expires and leaves unused space on the tape, the remaining data can be moved, allowing the empty space to be reused.
system command line, type DSM to start the GUI.
Efficient tape utilization and reduced restore times (fewer tapes).
5
Problem Determination Objectives To be successful, you should: • Learn the steps for problem determination when the TSM server has experienced a failure. • Understand how the suggestions made for volume placement, mirroring, and backup of TSM provide for TSM recovery. • Learn how to manually recover the TSM server in the event of a catastrophic failure. Disaster Recovery Manager can automate this process; an instructor-led class is available. • Understand how to recover in the event of database failure, data corruption on a volume, or volume destruction.
6
Steps for Problem Determination Consider these questions while diagnosing a problem: • What is the problem? • Where did it occur? • When did it begin? • What action was being performed? • Were any messages issued? • How frequently does the error occur?
?
?
?
??
Follow these steps: • Verify that devices are still accessible to the system and to TSM. • Search the online Knowledge Base at IBM.com to match error messages or problem descriptions. • Test other operations to better determine the scope and impact of the problem. Testing may also help determine if a specific sequence of events causes the problem.
Considerations when Diagnosing the Problem • • • • •
There are many areas to look at when a problem occurs. Movement of data starts at the disk on the client and moves to either a disk or tape media on the server. Data moves through many components (clients, networks, servers, and storage devices). Bottlenecks can occur in any of these components. Points of consideration: – – – – – –
Drivers Adapters Network issues Memory Routers Other applications
7
8
Diagnosing a Client Problem • Examine any error messages that were issued. • Examine the server activity log messages for this session. • Is this an error in communicating with the server? • Were client options changed? • Were policy settings changed on the server? • Is the client being run with the QUIET option? • Verify INCLUDE-EXCLUDE syntax and ordering. • Was this the correct TSM server? • Identify when and where the problem occurs. • If the problem can be duplicated, try to minimize the circumstances under which it can occur. • Collect documentation.
9
Diagnosing a Server Problem • Check the server activity log. • Check HELP for TSM messages issued for the problem. • Can the problem be duplicated? • Is the problem an error in reading or writing to a device? • Have any server options or settings been changed? • Did a scheduled client operation fail? • Did the server run out of space? • Are connections by clients or administrators failing? • Collect documentation.
10
Hints and Tips for Libraries, Drives, and Device Drivers Problem Diagnoses • Has
the operating system changed? • Has the host bus adapter (HBA) or SCSI adapter connecting to the device been changed, updated, or replaced? • Has the adapter firmware changed? • Has the cabling between the computer and device changed? • Are any of the cable connections loose? • Has the device firmware changed? • Are there error messages in the system error log for this device? • Has a device driver changed?
11
Problem Determination Guide
12
Diagnosing a Problem Sample Page
13
What to Do before Calling Support Review logs: ACTLOG EVENTLOG DSMERROR.LOG DSMSCHED.LOG • Review the documentation for your operating system. • Review the Problem Determination Guide. • Check the IBM Tivoli Storage Manager Knowledge Base on the Web:
www-3.ibm.com/software/sysmgmt/products/support • Issue the query systeminfo command, when instructed by TSM Support, and review the output file. If you still need to call support, they will direct you in what information needs to be gathered. Use caution when issuing traces. Trace functions can require a lot of time and system resources.
14
Information to Gather for Support Have the following information ready when you report a problem: • The Tivoli Storage Manager server version, release, modification, and service level number. You can get this information by entering the query status command at the Tivoli Storage Manager command line. • The Tivoli Storage Manager client version, release, modification, and service level number. You can get this information by entering dsmc at the command line. • The communication protocol (for example, TCP/IP), version, and release number that you are using. • The activity that you were doing when the problem occurred, listing the steps that you followed before the problem occurred. • A description of the symptom or error encountered. • The exact text of any error messages relating to the symptom or error encountered. • Error logs or other related documentation for the problem.
Use the query actlog server command and collect the server activity log messages starting 30 minutes prior to the problem until 30 minutes after the problem.
15
Reporting a Problem You can contact IBM Customer Support in one of the following ways: • Visit the Tivoli Storage Manager technical support Web site. • Submit a problem management record (PMR) electronically at IBMLink. • Submit a problem management record (PMR) electronically at IBM Software Support. • Customers in the United States can call 1-800-IBM-SERV (1800-426-7378). • International customers should consult the Web site for customer support telephone numbers. • Hearing-impaired customers should visit the TDD/TTY Voice Relay Services and Accessibility Center Web site. • You can also review the IBM Software Support Guide. When you contact IBM Software Support, be prepared to provide identification information for your company so that support personnel can readily assist you. Company identification information is needed to register for online support available on the Web site.
16
Additional Resources for TSM • • • • •
Education Documentation shipped with Tivoli Storage Manager Other Publications IBM Web sites User Groups
Welcome to TSM Training.
17
Education The following slides show the IBM Tivoli Storage Manager 5.4 Curriculum Roadmap, which shows the courses in the order they should be taken. Check the IBM Web site for the availability of the courses. Welcome to TSM Training.
From the IBM home page, select: Training Tivoli Storage and Optimization
18
Where to Find More Information Training Roadmaps Online http://www-306.ibm.com/software/tivoli/education/
IBM Tivoli Storage Manager Training Roadmaps
19
Documentation Included with IBM Tivoli Storage Manager 5.4 The publications shipped with IBM Tivoli Storage Manager 5.4 are also available on the IBM Web site. For your convenience, the publications for AIX and Windows have been included on your Student Resources CD, as well.
Also included on your Student Resources CD: • Windows and AIX User Guides • RedBooks and RedPapers • Problem Determination Guide • Performance and Tuning Guide • Operational Reporting presentation • Database, policy and storage pool planning forms • Technical Field Guides
20
21
Product Manuals on the Web http://publib.boulder.ibm.com/infocenter/tivihelp/index.jsp
22
Other Publications RedBooks:
http://www.redbooks.ibm.com/ Search for Tivoli Storage
Start with this RedBook: IBM Tivoli Storage Management Concepts
Tivoli Field Guides: http://www-306.ibm.com/software/sysmgmt/products/support/Field_Guides.html
23
TSM Information on the Web The product Web site: www.ibm.com/software/tivoli/products/storage-mgr/
IBM Tivoli Storage Manager Knowledge Base Web site: www-3.ibm.com/software/sysmgmt/products/support Other useful Web sites (these forums are not maintained by IBM):
www.adsm.org and http://search.adsm.org
24
Tivoli Support Web Page IBM Tivoli Storage Manager Version Release Information: http://www.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManagerExtendedEdition.html
25
IBM Support Assistant
IBM Support Assistant (ISA) is available in the download section at the TSM Support page: http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManager.html
26
TSM Basic Concepts Poster Free IBM Tivoli Storage Manager Concepts Poster Version 5.3.2 (SC32-9464-00) Orderable from the IBM Web site. Go to: Software > Tivoli > Solutions > Storage and Optimization.
27
User Groups
www.tivoli-ug.org
2
TSM Features Address Problems TS feat M ures
Sometimes a problem can be resolved by evoking features of IBM Tivoli Storage Manager. The TSM Development teams have addressed what were once common problems for storage administrators and created features and options to make it easier to protect your data.
3
Mapping TSM Solutions to Common Problems Feature
Description
Solution Provided
Administrator Center
Task-orientated interface to manage one or more Tivoli Storage Manager servers.
Centralized management of enterprise systems.
Backup Sets
Collection of backed up files, stored as a single Can be used for client restore object on specific media. without network or server.
Enhanced Scheduling
Client and Administrative schedules can utilize Easier scheduling set up. flexible groupings and dates.
Client Option Sets A collection of client options that can be applied Sets options for groups of to multiple clients. clients.
system command line, type DSM to start the GUI. Collocation
Enables the server to keep all files belonging to Reduces restore times. a client node or a client file space on a minimal number of sequential access storage volumes.
Collocation Groups Allows creation of a group of nodes for collocation.
Does not require a tape for every node. Faster restore time.
Disk-to-Disk Backup
Tapeless backups use disks as storage media. Minimized fragmentation, utilizes inexpensive disks.
Health Monitor
Part of the Administration Center, which is used Centralized monitoring of to monitor system status. storage tasks.
4
Mapping TSM Solutions to Common Problems Feature
Description
Solution Provided
Include-Exclude
Lists that customize which files are considered Does not use space or time on for backup or archive. files which do not require protection.
Migration of Files in Automatic migration to the next storage pool in Ensures sufficient space in the a Storage Pool the hierarchy maintains free space in the faster storage pools at the top Hierarchy primary storage pool. of the storage pool hierarchy. Online Image Backup
Creates a point-in-time image backup, or snapshot, at the volume level, in which the volume remains in an available state during the backup. The backup-archive client delays the start of the volume snapshot until volume activity is idle for a specified amount of time, thus allowing for a more stable snapshot.
Allows other applications to continue accessing and changing the contents of the volume during backup.
Progressive Backup Methodology
Only files that have changed are candidates to Reduces network traffic and be backed up (incremental backups). improves processor utilization by minimizing data transfer time. More efficient use of storage space.
Reclamation
As data expires and leaves unused space on the tape, the remaining data can be moved, allowing the empty space to be reused.
system command line, type DSM to start the GUI.
Efficient tape utilization and reduced restore times (fewer tapes).
5
Problem Determination Objectives To be successful, you should: • Learn the steps for problem determination when the TSM server has experienced a failure. • Understand how the suggestions made for volume placement, mirroring, and backup of TSM provide for TSM recovery. • Learn how to manually recover the TSM server in the event of a catastrophic failure. Disaster Recovery Manager can automate this process; an instructor-led class is available. • Understand how to recover in the event of database failure, data corruption on a volume, or volume destruction.
6
Steps for Problem Determination Consider these questions while diagnosing a problem: • What is the problem? • Where did it occur? • When did it begin? • What action was being performed? • Were any messages issued? • How frequently does the error occur?
?
?
?
??
Follow these steps: • Verify that devices are still accessible to the system and to TSM. • Search the online Knowledge Base at IBM.com to match error messages or problem descriptions. • Test other operations to better determine the scope and impact of the problem. Testing may also help determine if a specific sequence of events causes the problem.
Considerations when Diagnosing the Problem • • • • •
There are many areas to look at when a problem occurs. Movement of data starts at the disk on the client and moves to either a disk or tape media on the server. Data moves through many components (clients, networks, servers, and storage devices). Bottlenecks can occur in any of these components. Points of consideration: – – – – – –
Drivers Adapters Network issues Memory Routers Other applications
7
8
Diagnosing a Client Problem • Examine any error messages that were issued. • Examine the server activity log messages for this session. • Is this an error in communicating with the server? • Were client options changed? • Were policy settings changed on the server? • Is the client being run with the QUIET option? • Verify INCLUDE-EXCLUDE syntax and ordering. • Was this the correct TSM server? • Identify when and where the problem occurs. • If the problem can be duplicated, try to minimize the circumstances under which it can occur. • Collect documentation.
9
Diagnosing a Server Problem • Check the server activity log. • Check HELP for TSM messages issued for the problem. • Can the problem be duplicated? • Is the problem an error in reading or writing to a device? • Have any server options or settings been changed? • Did a scheduled client operation fail? • Did the server run out of space? • Are connections by clients or administrators failing? • Collect documentation.
10
Hints and Tips for Libraries, Drives, and Device Drivers Problem Diagnoses • Has
the operating system changed? • Has the host bus adapter (HBA) or SCSI adapter connecting to the device been changed, updated, or replaced? • Has the adapter firmware changed? • Has the cabling between the computer and device changed? • Are any of the cable connections loose? • Has the device firmware changed? • Are there error messages in the system error log for this device? • Has a device driver changed?
11
Problem Determination Guide
12
Diagnosing a Problem Sample Page
13
What to Do before Calling Support Review logs: ACTLOG EVENTLOG DSMERROR.LOG DSMSCHED.LOG • Review the documentation for your operating system. • Review the Problem Determination Guide. • Check the IBM Tivoli Storage Manager Knowledge Base on the Web:
www-3.ibm.com/software/sysmgmt/products/support • Issue the query systeminfo command, when instructed by TSM Support, and review the output file. If you still need to call support, they will direct you in what information needs to be gathered. Use caution when issuing traces. Trace functions can require a lot of time and system resources.
14
Information to Gather for Support Have the following information ready when you report a problem: • The Tivoli Storage Manager server version, release, modification, and service level number. You can get this information by entering the query status command at the Tivoli Storage Manager command line. • The Tivoli Storage Manager client version, release, modification, and service level number. You can get this information by entering dsmc at the command line. • The communication protocol (for example, TCP/IP), version, and release number that you are using. • The activity that you were doing when the problem occurred, listing the steps that you followed before the problem occurred. • A description of the symptom or error encountered. • The exact text of any error messages relating to the symptom or error encountered. • Error logs or other related documentation for the problem.
Use the query actlog server command and collect the server activity log messages starting 30 minutes prior to the problem until 30 minutes after the problem.
15
Reporting a Problem You can contact IBM Customer Support in one of the following ways: • Visit the Tivoli Storage Manager technical support Web site. • Submit a problem management record (PMR) electronically at IBMLink. • Submit a problem management record (PMR) electronically at IBM Software Support. • Customers in the United States can call 1-800-IBM-SERV (1800-426-7378). • International customers should consult the Web site for customer support telephone numbers. • Hearing-impaired customers should visit the TDD/TTY Voice Relay Services and Accessibility Center Web site. • You can also review the IBM Software Support Guide. When you contact IBM Software Support, be prepared to provide identification information for your company so that support personnel can readily assist you. Company identification information is needed to register for online support available on the Web site.
16
Additional Resources for TSM • • • • •
Education Documentation shipped with Tivoli Storage Manager Other Publications IBM Web sites User Groups
Welcome to TSM Training.
17
Education The following slides show the IBM Tivoli Storage Manager 5.4 Curriculum Roadmap, which shows the courses in the order they should be taken. Check the IBM Web site for the availability of the courses. Welcome to TSM Training.
From the IBM home page, select: Training Tivoli Storage and Optimization
18
Where to Find More Information Training Roadmaps Online http://www-306.ibm.com/software/tivoli/education/
IBM Tivoli Storage Manager Training Roadmaps
19
Documentation Included with IBM Tivoli Storage Manager 5.4 The publications shipped with IBM Tivoli Storage Manager 5.4 are also available on the IBM Web site. For your convenience, the publications for AIX and Windows have been included on your Student Resources CD, as well.
Also included on your Student Resources CD: • Windows and AIX User Guides • RedBooks and RedPapers • Problem Determination Guide • Performance and Tuning Guide • Operational Reporting presentation • Database, policy and storage pool planning forms • Technical Field Guides
20
21
Product Manuals on the Web http://publib.boulder.ibm.com/infocenter/tivihelp/index.jsp
22
Other Publications RedBooks:
http://www.redbooks.ibm.com/ Search for Tivoli Storage
Start with this RedBook: IBM Tivoli Storage Management Concepts
Tivoli Field Guides: http://www-306.ibm.com/software/sysmgmt/products/support/Field_Guides.html
23
TSM Information on the Web The product Web site: www.ibm.com/software/tivoli/products/storage-mgr/
IBM Tivoli Storage Manager Knowledge Base Web site: www-3.ibm.com/software/sysmgmt/products/support Other useful Web sites (these forums are not maintained by IBM):
www.adsm.org and http://search.adsm.org
24
Tivoli Support Web Page IBM Tivoli Storage Manager Version Release Information: http://www.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManagerExtendedEdition.html
25
IBM Support Assistant
IBM Support Assistant (ISA) is available in the download section at the TSM Support page: http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManager.html
26
TSM Basic Concepts Poster Free IBM Tivoli Storage Manager Concepts Poster Version 5.3.2 (SC32-9464-00) Orderable from the IBM Web site. Go to: Software > Tivoli > Solutions > Storage and Optimization.
27
User Groups
www.tivoli-ug.org
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