13.5.1 How to collect data during troubleshooting in a Windows environment

(1) Collecting dump information

To collect dump information:

1. Open the Task Manager.

2. Choose the Processes tab.

3. Right-click the name of the process whose dump is to be collected, and then choose Create Dump File.

   A dump file is stored in the following folder:

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

4. Collect the dump file from the folder in step 3.

   If you have changed the environment variable settings in such a manner that dump files are output to a different folder, collect the dump file from the appropriate 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 the Administrators permission 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 in the c:\tmp\jpc\agt folder all information other than database and dump information:

   jpcras c:\tmp\jpc\agt all

When you execute the jpcras command, the jpctool service list -id * -host * command is executed internally in order to obtain a list of PFM services and check their activity status. If there is a firewall between the host where the command is executed and the host for the Performance Management system, or if the system configuration is large, it might take time to execute the jpctool service list -id * -host * command. If desirable, you can reduce the command execution time by suppressing execution of the jpctool service list -id * -host * command. To do this, specify 1 in the JPC_COLCTRLNOHOST environment variable.

For details about the jpcras command, see the chapter that describes commands 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 operation)

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

You use the jpcras command to collect information needed to check the cause of a problem. This subsection describes how to execute the data collection command. This procedure must be executed by an OS user with the Administrators permission.

To execute the data collection command for logical host operation:

1. Place 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 executing and standby systems, execute the jpcras command specifying the information to be collected and its storage folder.

   The following jpcras command stores in the c:\tmp\jpc\agt folder all information other than database and dump information:

   jpcras c:\tmp\jpc\agt all

   Executing the jpcras command without the lhost argument specified collects all the Performance Management information on the physical and logical hosts at the node. If there is a 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 evaluate an event before and after failover, you need the information for both executing and standby systems.

   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 Performance Management. Collect the information that provides details about control requests, such as startup and termination of Performance Management from the cluster software, and their results.

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(4) If the system log information and CCMS Alert Information is not stored in the default locations

Manually collect the storage and management files from the new storage location.

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(5) Collecting the Windows event log

In the Windows Event Viewer window, output the Windows event log to a file.

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(6) Collecting information about the SAP system

Collect information about the SAP system which is being monitored.

For details about the data to be collected, see 13.4.1 (3) Information about the SAP system.

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(7) Checking information about the operation

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

• 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

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(8) Collecting 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

  Also print a copy of any detailed information.

• The Command Prompt window or the Administrator Console window, if the error occurred during command execution

  To print the Command Prompt window, specify the following settings in the Command Prompt Properties window:

  • Edit options on the Options page

    Select Simple edit mode.

  • Layout page

    For Window buffer size, set Height to 500.

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(9) Other information

• The command arguments that were specified, if the error occurred during command execution

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

• The contents of System and Application in Windows Logs located in the left-hand pane of the Event Viewer window of Windows

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