12.4.1 Data to be collected during troubleshooting in a Windows environment
- Organization of this subsection
(1) Log information about the OS
The following OS-related information must be collected:
Type of information |
Overview |
Default file name |
Collected by the jpcras command? |
---|---|---|---|
System log |
Windows event log |
N/A |
Y |
Process information |
List of processes |
N/A |
Y |
System file |
hosts file |
system-folder\system32\drivers\etc\hosts |
Y |
services file |
system-folder\system32\drivers\etc\services |
Y |
|
OS information |
System information |
N/A |
Y |
Network status |
N/A |
Y |
|
Host name |
N/A |
Y |
|
Dump information |
Problem reports and solutions log file (Windows Server 2008, Windows Server 2012) |
user-mode-process-dump-output-folder\program-name.process-ID.dmp Example: jpcagtm.exe.2420.dmp |
N |
- Legend:
-
Y: Can be collected.
N: Cannot be collected.
N/A: Not applicable.
- #
-
If your setup provides for output of log files to a different folder, make sure that you collect the data from the correct folder.
(2) Information about Performance Management
You should collect information about Performance Management, as listed below. In the case of a network error, you should also collect applicable files from the connection-destination machine.
Type of information |
Overview |
Default file name |
Collected by the jpcras command? |
---|---|---|---|
Common message log |
Message log output from Performance Management (sequential file method) |
installation-folder\log\jpclog{01|02}#1 |
Y |
Message log output from Performance Management (wraparound file method) |
installation-folder\log\jpclogw{01|02}#1 |
Y |
|
Common message log (for logical host operation) |
Message log output from Performance Management for logical host operation (sequential file method) |
environment-directory#2\jp1pc\log\jpclog{01|02}#1 |
Y |
Message log output from Performance Management for logical host operation (wraparound file method) |
environment-directory#2\jp1pc\log\jpclogw{01|02}#1 |
Y |
|
Configuration information |
Each configuration information file |
N/A |
Y |
Output results of the jpctool service list command |
N/A |
Y |
|
Version information |
Product version |
N/A |
Y |
Historical information |
N/A |
Y |
|
Database information |
Agent Store service |
|
Y |
Database information (for logical host operation) |
Agent Store service for logical host operation |
|
Y |
Trace log |
Trace information for each Performance Management program service |
N/A#3 |
Y |
Install log#4 |
Message log during installation (Windows Server 2008, Windows Server 2012) |
All files under the %windir%\TEMP\HCDINST folder |
N |
Command information |
Environment parameters file |
installation-folder\agtm\agent\instance-name\jr3alget.ini installation-folder\agtm\agent\instance-name\jr3slget.ini |
Y |
Trace information |
N/A |
Y |
|
Timestamp file |
N/A |
Y |
|
Storage file |
|
Y#6 |
|
Management file |
installation-folder\agtm\agent\instance-name\log\ALERT.ofs installation-folder\agtm\agent\instance-name\log\SYSLOG.ofs |
Y |
|
Command information (for logical host operation) |
Environment parameters file |
environment-directory#2\jp1pc\agtm\agent\instance-name\jr3alget.ini environment-directory#2\jp1pc\agtm\agent\instance-name\jr3slget.ini |
Y |
Trace information |
N/A |
Y |
|
Timestamp file |
N/A |
Y |
|
Storage file |
|
Y#6 |
|
Management file |
environment-directory#2\jp1pc\agtm\agent\instance-name\log\ALERT.ofs environment-directory#2\jp1pc\agtm\agent\instance-name\log\SYSLOG.ofs |
Y |
- Legend:
-
Y: Can be collected.
N: Cannot be collected.
N/A: Not applicable.
- #1
-
For details about how to output log information to log files, see the chapter that describes detection of Performance Management failures in the Job Management Partner 1/Performance Management User's Guide.
- #2
-
The environment directory is on the shared disk that was specified when the logical host was created.
- #3
-
For details about the trace log storage folder, see 12.3.2 Lists of log files and directories to be collected during troubleshooting.
- #4
-
Collect this log information if installation fails.
- #5
-
n indicates a number.
- #6
-
If the default storage location is changed, the jpcras command cannot collect the information. Collect the information manually.
For details about the location of storage file, see the EXTRACTFILE section in 5.3.2 Settings and the EXTRACTFILE section in 6.3.2 Settings.
(3) Information about the SAP system
You must collect the following information about the SAP system which is being monitored.
Type of information |
Data to be collected |
---|---|
System log |
Data collected by using transaction SM21 in the SAP front-end software with the following conditions:
For details about the system log, see the manual and Help for the SAP system. |
XMI log |
Data collected by using transaction RZ15 in the SAP front-end software with the following conditions:
For details about the XMI log, see the manual and Help for the SAP system. |
Release and patch information |
|
Developer trace |
Developer traces in the SAP system that are collected if an error occurs during execution of a command provided by PFM - Agent for Enterprise Applications or in the Agent Collector service (dev_w*, dev_rfc*, and dev_rd files that are collected by using transaction ST11 in the SAP front-end software) |
- Legend:
-
*: A wildcard indicating a string of any one or more characters
(4) Operation information
You should collect the following information about the operation being performed when the error occurred:
-
Details of the operation
-
Time the error occurred
-
Machine configuration (the OS version, host name, and PFM - Manager and PFM - Agent configuration, and so on.)
-
Whether the problem is replicable
-
Performance Management user name used during logon, if the user has logged on from PFM - View
(5) Error information on screen displays
You should obtain printouts of the following:
-
The active screen when the application error occurred
-
The error message dialog box (including the contents of detail information if displayed)
-
The Command Prompt window or the Administrator Console window, if the error occurred during command execution
(6) User dump (for Windows Server 2008 or Windows Server 2012)
In Windows Server 2008 or Windows Server 2012, collect a user dump when a Performance Management process is terminated because of an application error.
(7) Collecting a problem report (for Windows Server 2008 or Windows Server 2012)
In Windows Server 2008 or Windows Server 2012, collect a problem report when a Performance Management process is terminated because of an application error.
(8) Other information
You should also collect the following information:
-
The contents of System and Application in the Event Viewer window of Windows (in Windows Server 2008 or Windows Server 2012)
-
The contents of System Information, which is displayed by choosing Accessories and then System Tools (in Windows Server 2008 or Windows Server 2012)
-
The command arguments that were specified, if the error occurred during command execution