7.1.6 Collecting the data needed for determining the cause of a problem

(1) Procedure

To collect the data needed for determining the cause of a problem:

1. Obtain a thread dump.

   Obtain the execution results of the following command:

   For ITSLM - Manager:

   ITSLM-Manager-installation-folder\mgr\system\psb\jdk\jre\bin\jheapprof -f -p process-ID

   For ITSLM - UR:

   ITSLM-UR-installation -folder\ur\system\psb\jdk\jre\bin\jheapprof -f -p process-ID

   To specify process-ID, open Windows Task Manager's Process tab and specify the process ID of the following ITSLM process:

   For ITSLM - Manager:

   cjstartweb.exe

   jslmmengine.exe (all instances of jslmmengine.exe)

   jslmmpcollect.exe

   jslmmRMI.exe

   jslmmUR.exe

   jslmmadaptor.exe

   jslmmdao.exe

   For ITSLM - UR:

   jslmuengine.exe

   jslmuRMI.exe

   jslmuUR.exe

   If there are multiple processes with the same name as an ITSLM process on the Process tab, right-click a candidate process, select Properties from the displayed context menu, and then check the location displayed in Location on the General tab. If the location is under the ITSLM installation folder, it is an ITSLM process.

   For example, if the ITSLM - Manager installation folder is C:\Program Files\HITACHI\JP1ITSLM, Location on the General tab for the ITSLM - Manager process cjstartweb.exe shows C:\Program Files\HITACHI\JP1ITSLM\mgr\system\psb\CC\web\bin.

   If the process ID is not displayed on the Process tab, select View, Select Columns, and then select PID (Process Identifier).

   For details about the command for collecting thread dumps, see 7.2.4 Thread dumps.

2. Execute the data collection command.

   Execute the following data collection command:

   For ITSLM - Manager:

   ITSLM-Manager-installation-folder\mgr\bin\jslmminfoget.bat

   For ITSLM - UR:

   ITSLM-UR-installation -folder\ur\bin\jslmurinfoget.bat

   For details about the data collection command, see jslmminfoget (collects data needed for investigating the cause of ITSLM - Manager errors) or jslmurinfoget (collects data needed for investigating the cause of ITSLM - UR errors) in 9. Commands.

3. Collect OS statistical information.

   To collect statistical information, use the Windows Performance Monitor. To display Performance Monitor, from the Windows Start menu, select Administrative Tools, and then Performance Monitor.

   The following table lists the parameters that need to be collected as OS statistical information.

   Table 7‒2: Parameters to be collected as OS statistical information

   Object	Instance	Counter
   Processor	_Total	%Processor Time
   		%Privileged Time
   		%User Time
   Memory	None	Cache Bytes
   		Cache Faults/sec
   		Page Faults/sec
   		Transition Faults/sec
   Process	_Total	Handle Count
   		Page Faults/sec
   		Private Bytes
   		Virtual Bytes
   		Working Set

4. Record the details of the operation that was underway when the error occurred.

   After you have collected data according to steps 1 through 3, record the details of the operation that was underway when the error occurred. You must record the following information:

   • Details of the operation that was underway immediately before the error occurred

   • Details of the error

   • The time the error occurred

   • The system configuration (OS version, host name, configuration of ITSLM - Manager and ITSLM - UR)

   • The error's reproducibility

   • Login user name

5. Collect the error information displayed in the window.

   Press the PrintScreen key while holding down the Ctrl key to obtain a screenshot of the error event. You must collect the following information:

   • Error message output by ITSLM and OS

   • Error dialog box

   • Message issued by a command

6. Collect a user dump.

   If an ITSLM process terminated due to an application error, open Windows Task Manager's Process tab while the error dialog box is being displayed, then right-click the terminated process. From the displayed context menu, select Create Dump File to collect a user dump.

   The ITSLM processes are as follows:

   For ITSLM - Manager:

   cjstartweb.exe

   jslmmengine.exe (all instances of jslmmengine.exe)

   jslmmpcollect.exe

   jslmmprocctrl.exe

   jslmmRMI.exe

   jslmmUR.exe

   jslmmadaptor.exe

   jslmmdao.exe

   For ITSLM - UR:

   jslmuengine.exe

   jslmuprocctrl.exe

   jslmuRMI.exe

   jslmuUR.exe

   If there are multiple processes with the same name as an ITSLM process on the Process tab, right-click a candidate process, select Properties from the displayed context menu, and then check the location displayed in Location on the General tab. If the location is under the ITSLM installation folder, it is an ITSLM process.

   For example, if the ITSLM - Manager installation folder is C:\Program Files\HITACHI\JP1ITSLM, Location on the General tab for the ITSLM - Manager process cjstartweb.exe shows C:\Program Files\HITACHI\JP1ITSLM\mgr\system\psb\CC\web\bin.

   Note:

   To collect an accurate user dump, keep the error dialog box displayed while you collect the dump.

7. Collect the log file from when ITSLM was installed.

   You must obtain the log file from the time when ITSLM was installed only when installation of ITSLM has failed.

   If ITSLM installation failed, execute the commands shown below using a user account belonging to the OS's Administrators group to run the installer and collect the log file.

   For ITSLM - Manager:

   cd ITSLM-Manager-installer-(MSI-file)-storage-folder

   msiexec.exe /i ITSLM_MGR.msi /l*vx JP1ITSLM_MGR.log

   For ITSLM - UR:

   cd ITSLM-UR-installer-(MSI-file)-storage-folder

   msiexec.exe/iITSLM_UR.msi/l*vxJP1ITSLM_UR.log

   Also collect the following folder (including files under the folder):

   For ITSLM - Manager:

   %TEMP%^#\Hitachi\JP1ITSLMM\hliclib

   For ITSLM - UR:

   %TEMP%^#\Hitachi\JP1ITSLMU\hliclib

   #: %TEMP% is the path indicated by the TEMP environment variable.

Once you have collected all the necessary data, the task for collecting data needed for determining the cause of a problem is complete.

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(2) Related topics

• 7.2.1 Event logs

• 7.2.2 Integrated trace logs

• 7.2.3 Message logs

• 7.2.4 Thread dumps

• 7.2.5 Notes about log files

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