Job Management Partner 1/Automatic Job Management System 3 - Web Operation Assistant Description, Operator's Guide and Reference

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8.4 Method for collecting information

Collecting information about a problem helps you investigate its cause. If you find the cause of the problem, you can take appropriate action for it. This section describes the method for collecting information in the event of a problem.

Organization of this section
(1) Executing the data collection tool
(2) Checking the Windows event log
(3) Collecting a dump file
(4) Collect a user dump (for Windows Server 2008)
(5) Obtain a problem report (for Windows Server 2008)
(6) Checking the status of the JP1/AJS processes
(7) Checking the status of the JP1/AJS3 - Web Operation Assistant processes
(8) Checking the details about the operation
(9) Making a hardcopy of error information that is displayed on the screen
(10) Collecting other information

(1) Executing the data collection tool

Execute the data collection tool. For details about how to set up the data collection tool, see 3.6 Setting up the data collection tool.

The following shows an example of executing the tool:

 
c:\>c:\usertools\_04.bat

By default, the execution result of the data collection tool is output to the following files under %TEMP%\jp1ajs2\backlog. Back up these files:

The data collection tool also provides options that limit the data to be collected. The following describes the syntax of the data collection tool.

Format
 
_04.bat
     [-t]
     [-u]

Description
This tool acquires various types of JP1/AJS3 - Web Operation Assistant logs and maintenance information, including OS information.

Required execution permission
Administrators

Arguments

-t
Specifies that the hosts and services files are not to be acquired.

-u
Specifies that the user dump is not to be acquired.
You cannot obtain user dumps for Windows Server 2008.

Notes:
  • This tool does not compress the collected data. Use a compression tool to compress the data.
  • If a file containing the execution results of the batch file has already been created, a message appears, asking you whether you want to overwrite the information. Enter y to overwrite the information, or enter n to cancel.
  • During execution of the data collection tool, a message might appear indicating that the process cannot access the file because another process is using the file. In this case, wait a while and then re-execute the data collection tool.
  • If UAC is on, you will need to open the Command Prompt window as an administrator to use the data collection tool in Windows Server 2008. To open the Command Prompt window in Windows, click Start, All Programs, and Accessories. Right-click Command Prompt and then click Run as administrator.
    If you execute the data collection tool without the Administrators permission, UAC in Windows Server 2008 repeatedly displays a confirmation dialog box while you are running the data collection tool.
    If you turn UAC off, you will not need to open the Command Prompt window as an administrator.

Return values
0 Normal end
Other than 0 Abnormal end

Output destination
%TEMP%\jp1ajs2\backlog
You can change the output destination by setting up the data collection tool.

Messages
Message The system: The operator must:
Finished. Press any key. Waits for the user's response. Press any key.
Failed. Press any key. Waits for the user's response. Press any key, and then re-execute.
File File name is exist. Delete to continue? (y/n) Waits for the user's response. Enter y to continue processing. Enter n to cancel.
Directory Directory name exists. Delete to continue? (y/n) Waits for the user's response. Enter y to continue processing. Enter n to cancel.
Error exist in option. Terminates processing. Specify the correct option, and then re-execute.
No more space in file. Terminates processing. Allocate sufficient free space in the output destination disk, and then re-execute.

Example
This example shows how to collect data for the physical host:
 
_04.bat

(2) Checking the Windows event log

In Windows' Event Viewer window, check the Windows event log. Additionally, output it to a file.

(3) Collecting a dump file

If a STOP error occurs in Windows, a memory dump is output. You must collect this dump file.

If a problem occurs, a crash dump is output. You can collect this dump file by using the data collection tool.

To have these dumps output when a problem occurs, you need to specify the settings for each dump. For details about the settings to collect log information, see 3.6 Setting up the data collection tool. Once you complete the settings, these dump files will be output to the specified path.

(4) Collect a user dump (for Windows Server 2008)

For Windows Server 2008, you cannot use the data collection tool to obtain dump files. If a JP1/AJS3 - Web Operation Assistant process stops because of an application error, do not close the error dialog box and perform the procedure described below.

Cautionary note
If you close the error dialog box, dumps will not be collected correctly and user dumps cannot be collected. If you accidentally close the error dialog box before you collect a dump (for example, by clicking the OK button), reproduce the problem to display the dialog box, and then perform the following procedure.

  1. Start Task Manager.
    Use either of the following steps to start Task Manager:
    • Right-click open space on the taskbar, and then click Task Manager.
    • Hold down the CTRL and SHIFT keys, and then press the ESC key.

  2. In the Task Manager dialog box, click the Processes tab.

  3. Right-click the name of the JP1/AJS3 - Web Operation Assistant process that stopped because of an application error and click Create Dump File.
    A dialog box displaying the output destination path for a user dump is displayed.

  4. Collect a user dump.

(5) Obtain a problem report (for Windows Server 2008)

You can detect and find solutions for problems on a target host. If a JP1/AJS3 - Web Operation Assistant process stops because of an application error in Windows Server 2008, perform the following procedure and obtain a problem report:

To obtain a problem report:

  1. In Windows, open the Run dialog box, enter wercon in the text box, and click the OK button.
    The Problem Reports and Solutions dialog box appears.

  2. In the left pane, click View problem history.
    A list of problems appears.

  3. Double-click the applicable problem.
    The contents of the problem report appear.

  4. Click Copy to clipboard.

  5. Copy the text into a text editor, and save the file.

Use the problem report text file as data for investigating the failure.

(6) Checking the status of the JP1/AJS processes

In the Windows Task Manager window, click the Processes tab. Then, check the operation status of the processes of the monitoring JP1/AJS3 - Manager or JP1/AJS2 - Manager.

For details about the JP1/AJS3 - Manager processes, see the list of JP1/AJS3 - Manager processes in the manual Job Management Partner 1/Automatic Job Management System 3 Troubleshooting. For details about the JP1/AJS2 - Manager processes, see the list of JP1/AJS2 - Manager processes in the manual Job Management Partner 1/Automatic Job Management System 2 Planning and Administration Guide.

(7) Checking the status of the JP1/AJS3 - Web Operation Assistant processes

In the Windows Task Manager window, click the Processes tab. Then, check the operation status of the processes of the JP1/AJS3 - Web Operation Assistant.

For details about the JP1/AJS3 - Web Operation Assistant processes, see Appendix B. List of Processes.

(8) Checking the details about the operation

Obtain the details about the operation that was underway when the problem occurred. You need to check the following information:

(9) Making a hardcopy of error information that is displayed on the screen

Make a hardcopy of the following information:

(10) Collecting other information

Collect any other necessary information.

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Copyright (C) 2010, Hitachi Software Engineering Co., Ltd.