13.5.1 In Windows

(1) Collecting dump information

To collect dump information in Windows:

1. Open Task Manager.

2. Select the process tab.

3. Right-click the process name for which you want to collect dump information, and then select Create Dump File.

   Dump files are stored in the following folder:

   system-drive\Users\user-name\AppData\Local\Temp

4. Obtain the dump file from the folder created in step 3.

   If you have changed the environment variable settings so that dump files are output to a different folder, obtain the dump file from that folder.

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(2) Executing the data collection command

Use the jpcras command to collect data needed to determine the cause of an error (note that an OS user with Administrator permissions must execute the procedure described below).

To execute the data collection command:

1. Log on to the host where the service subject to this data collection is installed.

2. At the command prompt, execute the following command to enable the extension function of the command interpreter:

   cmd /E:ON

3. Specify in the jpcras command the data to be collected and the storage folder for the data, and then execute the command.

   The following jpcras command stores all available information in the

   c:\tmp\jpc\agt folder:
   jpcras c:\tmp\jpc\agt all all

When the jpcras command is executed, the jpctool service list -id * -host * command is executed internally to obtain a list of PFM services and to confirm whether the services are running. Execution of this internal command might take a long time if a firewall exists between the host that executes the command and a host in another Performance Management system or if the system configuration is large. In either case, you can set the JPC_COLCTRLNOHOST environment variable to 1 to suppress processing of the jpctool service list -id * -host * command to shorten the command execution time.

For details about the jpcras command, see the chapter that describes commands in the manual JP1/Performance Management Reference.

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(3) Executing the data collection command (for logical host operation)

Performance Management information for logical host operation is on the shared disk and must be collected in both the executing system and the standby system.

To collect information needed to investigate the cause of a problem, use the jpcras command. This subsection describes how to execute the data collection command. This procedure must be executed by an OS user with Administrator permissions.

To execute the data collection command for logical host operation:

1. Bring the shared disk online.

   Information about the logical host is stored on the shared disk. At the executing node, make sure that the shared disk is online, and then collect the information.

2. In both the executing system and the standby system, execute the jpcras command, in which the information to be collected and its storage folder are specified.

   The following example stores all the information collectible by the jpcras command in the c:\tmp\jpc\agt folder:

   jpcras c:\tmp\jpc\agt all all

   Executing the jpcras command without the lhost argument specified collects all the Performance Management information on the physical and logical hosts at that node. If there is Performance Management in the logical host environment, the log files on the shared disk are acquired.

   If the jpcras command is executed at a node where the shared disk is offline, files cannot be acquired from the shared disk, but the command terminates normally without resulting in an error.

   Note:

   Execute the data collection command at both executing and standby nodes to collect information. To examine an event before and after failover, you need the information for both the executing system and the standby system.

   When the jpcras command is executed, the jpctool service list -id * -host * command is executed internally to obtain a list of PFM services and to confirm whether the services are running. Execution of this internal command might take a long time if a firewall exists between the host that executes the command and a host in another Performance Management system or if the system configuration is large. In either case, you can set the JPC_COLCTRLNOHOST environment variable to 1 to suppress processing of the jpctool service list -id * -host * command to shorten the command execution time.

   For details about the jpcras command, see the chapter that describes commands in the manual JP1/Performance Management Reference.

3. Collect information about the cluster software.

   This information is needed to determine whether the problem occurred in the cluster software or in Performance Management. Collect the information that provides control requests, such as start and termination of Performance Management from the cluster software, and the results of the control requests.

Note:

If the user account control functionality (UAC) is enabled in the operating system, the User Account Control dialog box might be displayed during command execution. If it is displayed, click the Continue button to continue data collection, or click the Cancel button to cancel data collection.

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(4) Obtaining the Windows event log

Collect the contents of System and Application in the Windows Event Viewer window.

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(5) Checking information about the operation

You should check and save the following information about the operation that was being performed when the error occurred:

• Details of the operation

• Time the error occurred

• Machine configuration (for example, OS version, host name, and PFM - Manager and PFM - Agent configuration)

• Whether or not the problem is replicable

• Performance Management user name used during logon, if the user logged on from PFM - Web Console

• The argument specified for the command if the error occurred during command execution.

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(6) Collecting error information on screen displays

Collect hard copies of the following items:

• Hard copy of the window operation if an application error occurred

• Hard copy of the error message dialog box

  If detailed information is available, also copy its content.

• Hard copy of the Command Prompt window or Administrator Console window if a problem occurred during command execution

  To obtain a hard copy of the Command Prompt window or Administrator Console window, specify the following in the Command Prompt Properties window:

  • Edit Options under the Options tab

    Select Quick Edit Mode.

  • Layout tab

    Set Height under Screen Buffer Size to 500.

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(7) Collecting other information

Information to be collected for all operating systems

• Contents of the dialog box displayed by choosing Accessories, System Tools, and then System Information

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