Appendix B: Problem Determination

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 Task-orientated interface to manage one or Centralized management of
Center more Tivoli Storage Manager servers. 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 Client and Administrative schedules can utilize Easier scheduling set up.
Scheduling flexible groupings and dates.
Client Option Sets A collection of client options that can be applied Sets options for groups of
system command line, type DSM to start the GUI.
to multiple clients. clients.
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 Does not require a tape for
collocation. every node. Faster restore
time.
Disk-to-Disk Tapeless backups use disks as storage media. Minimized fragmentation,
Backup 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 Creates a point-in-time image backup, or Allows other applications to

system command line, type DSM to start the GUI.
Backup snapshot, at the volume level, in which the
volume remains in an available state during the
continue accessing and
changing the contents of the
backup. The backup-archive client delays the volume during backup.
start of the volume snapshot until volume
activity is idle for a specified amount of time,
thus allowing for a more stable snapshot.

Progressive Only files that have changed are candidates to Reduces network traffic and
Backup be backed up (incremental backups). improves processor utilization
Methodology by minimizing data transfer
time. More efficient use of
storage space.

Reclamation As data expires and leaves unused space on Efficient tape utilization and
the tape, the remaining data can be moved, reduced restore times (fewer
allowing the empty space to be reused. 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.
 7
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
 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 (1-
800-426-7378).
• 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.

From the IBM home page, select:

Welcome
Training
to TSM
Tivoli
Training.
Storage and Optimization
 18

Where to Find More Information

Training Roadmaps Online
http://www-306.ibm.com/software/tivoli/education/
 19
IBM Tivoli Storage Manager Training
Roadmaps
 20
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
 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