7.5.1 In Windows

(1) Collecting dump information

To collect dump information:

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) Execute the data collection command

To collect data for investigating the cause of the error, you use the jpcras command. The procedure for executing the data collection command is described below. Note that the operations explained here must be executed by a user who has the Administrators permission as an OS user.

To collect data:

1. Log onto the host on which the service whose data is to be collected is installed.

2. At the command prompt, execute the following command and enable the command extended function of the command interpreter.

   cmd /E:ON

3. Specify the data to be collected and the folder for storing it, and execute the jpcras command.

   In the example shown below, all information that can be collected using the jpcras command is stored in the folder c:\tmp\jpc\agt.

   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 on commands in the manual JP1/Performance Management Reference.

Precaution

If the user account control functionality (UAC) is enabled in the OS, 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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(3) Execute the data collection command (for logical host use)

When you run Performance Management in a logical host environment, the data is stored on a shared disk. In this case, collect data from both the executing node and the standby node.

Use the jpcras command to collect the information needed to investigate an error. The following procedure shows how to execute the data collection command. Note that you must perform these operations as an OS user who belongs to the Administrators group.

To execute the data collection command in a logical host environment:

1. Bring the shared disk online.

   For logical hosts, data is stored on a shared disk. On the executing node, make sure that the shared disk is online before collecting data.

2. Execute the jpcras command on both the executing node and the standby node, specifying the data to collect and the folder in which to store it.

   For example, to have the jpcras command store all collectible data in the folder c:\tmp\jpc\agt, specify the command as follows:

   jpcras c:\tmp\jpc\agt all all

   If you execute the jpcras command without specifying the lhost argument, data relating to Performance Management is collected from all physical and logical hosts on that node. If any Performance Management programs are running in a logical host environment, the log files will be collected from the shared disk.

   If the shared disk is offline for the node on which you execute the jpcras command, you will be unable to acquire the files on the shared disk. However, the command will end normally without generating an error.

   Note

   You need to collect data from both the executing node and standby node by executing the data collection command on each node. Data from both nodes is required to investigate the status of the system leading up to and following failover.

   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 on commands in the manual JP1/Performance Management Reference.

3. Collect data about the cluster software.

   This data is required to determine whether a problem is caused by Performance Management or the cluster software. Collect data from which you can determine the results of any instructions, such as start and stop requests that the cluster software issued to Performance Management.

Precaution

If the user account control functionality (UAC) is enabled in the OS, 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

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

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(5) Check the operation information

If an error occurs while an operation is being performed, check and record information about the operation. Check the following information:

• Details of the operation

• The time when the error occurred

• Machine configuration (version of each OS, host name, configuration of PFM - Manager and PFM - RM for Microsoft SQL Server)

• Whether the error is reproducible

• Name of any Performance Management user who logged in from PFM - Web Console

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

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(6) Collect error information displayed on the screen

Collect hard copies of the following:

• Windows on the screen when the application error occurred

• The error dialog boxes

  Also copy the detailed information if the dialog box contains a Details button.

• 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 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 OSs

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

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