Messages
You should have the following information available when you contact your
service representative for assistance. The problem call may be
forwarded to the Tivoli Storage Manager Level 2 support group if the service
representative cannot immediately resolve the problem. Therefore, keep
the information available for possible future reference and as an aid in
resolving the problem.
- Customer number
- Name of TSM product (for example, TSM for AIX)
- Platform, version, and release number of the TSM server's
operating system
- Version, release, modification, and service level number of the TSM
server. You can obtain this information by typing QUERY
STATUS from the TSM server console or administrative client.
- Platform, version, and release number of the TSM client' s
operating system
- Processor number such as type, model, and serial
- Component identification keyword
- Release level
- Current TSM service level (latest PTFs that have been applied)
- A brief description of the problem which includes the type of failure,
abend codes, exception codes, message numbers and text, and routine names
- Version of the operating system you are running
- Name of the communication protocol, version and release number your
installation is using
- System console log from around the time the problem occurred
- Dump information
- Activity log information
- Command text as entered
- Graphical user interface processing selections
- Client error log (DSMERROR.LOG)
- Messages in question
- For a documentation failure, the location of the error in the manual and a
description of the problem it caused. Have the publication title and
order number at hand.
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