7.1 Troubleshooting Procedures

If you want information required for troubleshooting to be output in the event of a failure, you must have prior settings specified in some cases. For details, see 7.3 Acquiring failure information.

Specify the reasons for failure in the procedure of the following figure, when there is an error in setting up the environment due to failure in setting up or operating the system:

Figure 7‒1: Troubleshooting

The description of each procedure is as follows:

1. Confirming the phenomenon

   Confirms as to what phenomenon occurred in which type of environment for error analysis.

   For details about what types of information you must confirm, see 7.2 Failure types and failure information.

2. Collecting the error information

   Collects the necessary error information (primary data and secondary data) from the error information (such as log to trace) acquired for error investigations.

   • Primary source: Information used for the primary analysis in the error investigation

   • Secondary source: Information used according to the error details derived from the primary analysis

   For details about the necessary information, see 7.2 Failure types and failure information.

   For details about how to acquire the error information, see 7.3 Acquiring failure information. Please note that there are items that must be acquired always and items that require acquisition settings depending on the type of error information.

3. Specifying the places where error occurred

   Checks the contents of collected error information and performs error investigations and specifies the places where error occurred.

   If an error message is output or an exception is thrown from a service requester, service component, or another user program, consult the system developer for identification of the cause and recovery of the failure.

   In other cases, isolate the failure location based on the operation that was performed when the failure occurred as follows:

   • If the failure occurred when an operation was performed (for example, a command was executed or an on-screen operation was performed in the operating environment):

     See 7.6 Troubleshooting a failure that occurred when an operation was performed.

   • If the failure occurred when invocation of a service component was requested:

     See 7.7 Troubleshooting during service component invocation request.

   For the formats of the log data and trace data that are output by the HCSC server and HCSC-Manager, see 7.4 Viewing the failure information that has been output. For details about the error information output by other prerequisite products, see the manual of each product.

4. Specifying the reason for error

   Specifies the reason for error from the places where error occurred or operations when error occurred.

5. Recollecting the error information

   Collects the maintenance data required to contact the system administrator or Maintenance Service when the reason for error cannot be specified. For details, see 7.2 Failure types and failure information.

6. Contact the system administrator or Maintenance Service

   Contact the system administrator or Maintenance Service and send the primary data or maintenance data. Send the secondary data depending on the status of the error occurred.

7. Restoration

   Eliminate the reason (cause) for error and perform restoration so that normal operations are performed and then start the operations again.

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