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Appendix B: Problem Determination
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TSM Features Address Problems
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 featuresand options to make it easier to protect your data.
TSMfeatures
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Mapping TSM Solutions to Common Problems
system command line, type DSM to start the GUI.
Feature Description Solution Provided
AdministratorCenter Task-orientated interface to manage one ormore Tivoli Storage Manager servers. Centralized management ofenterprise systems.
Backup Sets Collection of backed up files, stored as a singleobject on specific media.
Can be used for client restorewithout network or server.
EnhancedScheduling
Client and Administrative schedules can utilizeflexible groupings and dates.
Easier scheduling set up.
Client Option Sets A collection of client options that can be appliedto multiple clients.
Sets options for groups ofclients.
Collocation Enables the server to keep all files belonging toa client node or a client file space on a minimalnumber of sequential access storage volumes.
Reduces restore times.
Collocation Groups Allows creation of a group of nodes for
collocation.
Does not require a tape for
every node. Faster restoretime.
Disk-to-DiskBackup
Tapeless backups use disks as storage media. Minimized fragmentation,utilizes inexpensive disks.
Health Monitor Part of the Administration Center, which is usedto monitor system status.
Centralized monitoring ofstorage tasks.
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Mapping TSM Solutions to Common Problems
system command line, type DSM to start the GUI.
Feature Description Solution Provided
Include-Exclude Lists that customize which files are considered
for backup or archive.
Does not use space or time on
files which do not requireprotection.
Migration of Files ina Storage PoolHierarchy
Automatic migration to the next storage pool inthe hierarchy maintains free space in theprimary storage pool.
Ensures sufficient space in thefaster storage pools at the topof the storage pool hierarchy.
Online Image
Backup
Creates a point-in-time image backup, or
snapshot, at the volume level, in which thevolume remains in an available state during thebackup. The backup-archive client delays thestart of the volume snapshot until volumeactivity is idle for a specified amount of time,thus allowing for a more stable snapshot.
Allows other applications to
continue accessing andchanging the contents of thevolume during backup.
Progressive
BackupMethodology
Only files that have changed are candidates to
be backed up (incremental backups).
Reduces network traffic and
improves processor utilizationby minimizing data transfertime. More efficient use ofstorage space.
Reclamation As data expires and leaves unused space onthe tape, the remaining data can be moved,allowing the empty space to be reused.
Efficient tape utilization andreduced restore times (fewertapes).
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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.
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Steps for Problem Determination
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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.
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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
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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 thecircumstances under which it can occur.
Collect documentation.
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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.
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Problem Determination Guide
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Diagnosing a Problem Sample Page
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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 needsto be gathered. Use caution when issuing traces. Trace functions can
require a lot of time and system resources.
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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 querystatus command at the Tivoli Storage Manager command line.
The Tivoli Storage Manager client version, release, modification, andservice level number. You can get this information by entering dsmc at thecommand 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 errorencountered.
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.
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Reporting a ProblemYou can contact IBM Customer Support in one of the followingways:
Visit the Tivoli Storage Manager technical support Web site. Submit a problem management record (PMR) electronically atIBMLink.
Submit a problem management record (PMR) electronically atIBM Software Support.
Customers in the United States can call 1-800-IBM-SERV (1-800-426-7378).
International customers should consult the Web site forcustomer support telephone numbers.
Hearing-impaired customers should visit the TDD/TTY VoiceRelay 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 supportpersonnel can readily assist you. Company identificationinformation is needed to register for online support available onthe Web site.
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Additional Resources for TSM
Education
Documentation shipped with Tivoli Storage Manager
Other Publications
IBM Web sites
User Groups
Welcometo TSM
Training.
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Education
The following slides show the IBM Tivoli Storage
Manager 5.4 Curriculum Roadmap, which showsthe 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:TrainingTivoli
Storage and Optimization
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IBM Tivoli Storage Manager TrainingRoadmaps
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Documentation Included with IBM Tivoli
Storage Manager 5.4
The publications shipped with IBM Tivoli Storage Manager 5.4 arealso 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
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Product Manuals on the Webhttp://publib.boulder.ibm.com/infocenter/tivihelp/index.jsp
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Other Publications
RedBooks:http://www.redbooks.ibm.com/ Search forTivoliStorage
Start with this RedBook:IBM Tivoli Storage Management Concepts
Tivoli Field Guides:http://www-306.ibm.com/software/sysmgmt/products/support/Field_Guides.html
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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 byIBM):
www.adsm.org and http://search.adsm.org
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Tivoli Support Web Page
IBM Tivoli Storage Manager Version Release Information:http://www.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManagerExtendedEdition.html
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TSM Basic Concepts Poster
Free IBM Tivoli Storage ManagerConcepts Poster Version 5.3.2
(SC32-9464-00)
Orderable from the IBM Web site.Go to:
Software > Tivoli > Solutions >
Storage and Optimization.
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User Groups
www.tivoli-ug.org