17.6.1 Collecting data if a problem occurs in Windows (except for PFM - Web Console)

Organization of this subsection

(1) Collecting dump information
(2) Executing the data collection command
(3) Executing the data collection command (for logical host use)
(4) Collecting Windows event logs
(5) Checking information about the operation
(6) Collecting error information on window displays
(7) Collecting other information

(1) Collecting dump information

The following describes how to collect dump information.

Open Task Manager.
Select the Processes tab.
Right-click the name of the process for which you want to collect dump information and select Create Dump File.

Dump files are stored in the following folder:
```
system-drive\Users\user-name\AppData\Local\Temp\
```
Collect the dump files from the folder given in step 3.

If the setting of an environment variable was changed so that the dump files are directed to a folder other than that given in step 3, collect the dump files from the new folder.

(2) Executing the data collection command

Use the jpcras or jpcwras command to collect the data needed to determine the cause of an error. Note that the user who executes the procedures described below must have Administrators permissions.

To execute the data collection command:

Log on to the host where the service subject to this data collection is installed.
At the command prompt, execute the following command to enable the extended command facility of the command interpreter:
```
cmd /E:ON
```
Specify in the jpcras or jpcwras command the data to be collected and the storage folder for the data, and then execute the command.

The following shows an example of specifying the command when all information that can be obtained by the jpcras command is to be stored in the c:\tmp\jp1pcc\mgr folder:
```
jpcras c:\tmp\jp1pc\mgr all all
```

When the jpcras command is executed, the jpctool service list -id * -host * command is executed internally to collect a list of PFM services and check their operating status. If there is a firewall between the host executing the command and a host on a different PFM system, or if the system is large, it may take some time to complete the jpctool service list -id * -host * command. In such a case, by setting the value of the JPC_COLCTRLNOHOST environment variable to 1, you can suppress the jpctool service list -id * -host * command, to reduce the time required to complete the command.

For details on the jpcras command, see the chapter explaining the command in the manual JP1/Performance Management Reference.

Note:: If the user account control function (UAC) of the OS is enabled, a dialog box for user account control may appear during command execution. If this occurs, click the Continue button to proceed with data collection. Clicking the Cancel button stops data collection.

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

The data of Performance Management for logical host use exists on the shared disk, and this data must be collected from both the executing node and standby node.

Use the jpcras or jpcwras command to collect the data needed to determine the cause of an error. The following describes the procedure for executing the data collection command. Note that the user who executes the procedure described below must have Administrators permissions.

To execute the data collection command for logical host use:

Make the shared disk available online.

The data of the logical host is stored on the shared disk. For the executing node, make sure that the shared disk is online and then collect the data.
For both the executing and standby nodes, specify in the jpcras or jpcwras command the data to be collected and the storage folder for the data, and then execute the command.

The following shows an example of specifying the command when all information that can be obtained by the jpcras command is to be stored in the c:\tmp\jp1pcc\mgr folder:
```
jpcras c:\tmp\jp1pc\mgr all all
```
Point:

To determine the cause of an error in the logical host environment, you need to obtain the data about Performance Management on both physical and logical hosts. Execute the jpcras command without the lhost argument on a node connected to the shared disk. You can collect all the data about Performance Management on both physical and logical hosts for that node. For this reason, do not specify the lhost argument in the jpcras command when Performance Management exists in the logical host environment.

If Performance Management exists in the logical host environment, the log files on the shared disk are acquired. In addition, when the jpcras command is executed on a node in which the shared disk is offline, files on the shared disk cannot be acquired, but the command ends normally without an error.

Note:

Execute the command to collect the data on both the executing node and standby node. To investigate the conditions before and after a failover, the data of both the executing node and standby node is required.
Collect the cluster software data.

This data is required to investigate whether an error occurred in either the cluster software or Performance Management. Collect the data to enable an investigation of the control request, such as a start or stop request from the cluster software to Performance Management, and the results.

When the jpcras command is executed, the jpctool service list -id * -host * command is executed internally to collect a list of PFM services and check their operating status. If there is a firewall between the host executing the command and a host on a different PFM system, or if the system is large, it may take a long time to complete the jpctool service list -id * -host * command. In such a case, by setting the value of the JPC_COLCTRLNOHOST environment variable to 1, you can suppress the jpctool service list -id * -host * command, to reduce the time required to complete the command.

For details on the jpcras command, see the chapter explaining the command in the manual JP1/Performance Management Reference.

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(4) Collecting Windows event logs

In Windows Event Viewer, collect the contents of the System and Application panes.

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(5) Checking information about the operation

Check the information about the operation when an error occurs and record the information. You also need to check the following information:

Details of the operation
Time the error occurred
Machine configuration (for example, the OS version, host name, and PFM - Manager and PFM - Agent or PFM - RM configuration)
Whether the error is replicable
When logged on from PFM - Web Console, the Performance Management user name at logon
Arguments specified in a command if a problem occurred while the command was executed

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(6) Collecting error information on window displays

Obtain printouts of the following:

The Web browser
The window operation, if an application error occurred
The error message dialog box

Also print a copy of any detailed information.
Command Prompt or the Administrator Console window if a problem occurred while a command was executed

Before you obtain the printouts of Command Prompt or the Administrator Console window, perform the following in the Command Prompt Properties window.
- Edit Options on the Options tab
  
  Select the Quick Edit mode checkbox.
- The Layout tab
  
  Under Screen buffer size, set Height to 500.

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(7) Collecting other information

You also need to collect the following information:

The contents of System Information, which is displayed by choosing Accessories and then System Tools

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