7.1.6 Collecting the data needed for determining the cause of a problem
You must collect data needed for determining the cause of a problem and then contact the system administrator in the following cases:
The displayed message cannot be handled.
The corrective action taken based on the message does not resolve the problem.
There is a problem but no message is output.
This subsection explains how to collect the data needed for determining the cause of a problem.
If an error dialog box is displayed when an error has occurred, start collecting data while the dialog box is being displayed.
- Organization of this subsection
(1) Procedure
To collect the data needed for determining the cause of a problem:
Obtain a thread dump.
Obtain the execution results of the following command:
- For SLM - Manager:
SLM-Manager-installation-folder\mgr\system\psb\jdk\jre\bin\jheapprof -f -p process-ID
- For SLM - UR:
SLM-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 SLM process:
- For SLM - Manager:
cjstartweb.exe
jslmmengine.exe (all instances of jslmmengine.exe)
jslmmpcollect.exe
jslmmRMI.exe
jslmmUR.exe
jslmmadaptor.exe
jslmmdao.exe
- For SLM - UR:
jslmuengine.exe
jslmuRMI.exe
jslmuUR.exe
If there are multiple processes with the same name as an SLM 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 SLM installation folder, it is an SLM process.
For example, if the SLM - Manager installation folder is C:\Program Files\HITACHI\JP1ITSLM, Location on the General tab for the SLM - 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 7.2.5 Thread dumps.
Execute the data collection command.
Execute the following data collection command:
- For SLM - Manager:
SLM-Manager-installation-folder\mgr\bin\jslmminfoget.bat
- For SLM - UR:
SLM-UR-installation -folder\ur\bin\jslmurinfoget.bat
For details about the data collection command, see 9.14 jslmminfoget (collects data needed for investigating the cause of SLM - Manager errors) or 9.16 jslmurinfoget (collects data needed for investigating the cause of SLM - UR errors) in 9. Commands.
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
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 SLM - Manager and SLM - UR)
The error's reproducibility
Login user name
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 SLM and OS
Error dialog box
Message issued by a command
Collect a user dump.
If an SLM 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 SLM processes are as follows:
- For SLM - Manager:
cjstartweb.exe
jslmmengine.exe (all instances of jslmmengine.exe)
jslmmpcollect.exe
jslmmprocctrl.exe
jslmmRMI.exe
jslmmUR.exe
jslmmadaptor.exe
jslmmdao.exe
- For SLM - UR:
jslmuengine.exe
jslmuprocctrl.exe
jslmuRMI.exe
jslmuUR.exe
If there are multiple processes with the same name as an SLM 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 SLM installation folder, it is an SLM process.
For example, if the SLM - Manager installation folder is C:\Program Files\HITACHI\JP1ITSLM, Location on the General tab for the SLM - 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.
Collect the log file from when SLM was installed.
You must obtain the log file from the time when SLM was installed only when installation of SLM has failed.
If SLM 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 SLM - Manager:
cd SLM-Manager-installer-(MSI-file)-storage-folder
msiexec.exe /i ITSLM_MGR.msi /l*vx JP1ITSLM_MGR.log
- For SLM - UR:
cd SLM-UR-installer-(MSI-file)-storage-folder
msiexec.exe /i ITSLM_UR.msi /l*vx JP1ITSLM_UR.log
Also collect the following folder (including files under the folder):
- For SLM - Manager:
%TEMP%#\Hitachi\JP1ITSLMM\hliclib
- For SLM - 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.