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How to report IMC issues to Level 3

Support
Version 7.3 June 2011

Summary
GCSS Number

This

End User contact


name
End User
Telephone
End User e-mail
End User
company
End User address
End User
expectations
WHO OWNS
CUSTOMER?
Level 2 or Level 3
document explains the information required by Level 3 support to
investigate IMC issues.
There are four sections:
-

Customer Details
Problem Type: A list of common problems
Initial Response Checklist: the type of information required to
analyze some common problems
Steps describing how to gather the information.

Customer Details

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

Section 1.
Section 1. Problem Type
Find the customer problem type in the table below to use in the
checklist.

Problem Type
Device Operation

IMC Operation

Database Error

Feature error
Installation
Topology
Security

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Description
An IMC operation done to
a device, by selecing a
device eg. backup
An IMC operation which
requires additional
processing by IMC, for
example Performance
Statistics
The user interface or logs
show database
connectivity errors or
others, eg Database
Access Error
A problem in an IMC
feature, eg topology
Installation
The map and links
between devices
Security, authentication
for UAM, EAD, inode
Modules

How to report IMC issues to Level 3


Support
Version 7.3 June 2011

Section 2. Response Checklist


The response checklist contains the information required for each
problem type.

Mandatory
Information
1. Upgrade IMC software to latest
version
2. Upgrade agent to latest version
3. Environment: OS and
SQL/Oracle versions and
patches, JAVA version
4. Collect INFO level Log files
5. Multiple server configuration
Primary/secondary server set up
and topology, local/remote
database setup and topology
6. Check database installation has
been followed exactly as
documented, send screenshots.
7. Check all processes are running
8. Operation detail enabling to
reproduce problem - input and
output screenshots, expected
results
9. Device configuration and
diagnostics, packet capture
10.
netstat -b (processes and
sockets)
11.
netstat -ano (processes
and sockets)
12.
UAM, EAD settings, inode
logs and package (if requested)
13.
Export device information
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Problem
Type
All
Device , IMC
operation
All

All
Database, IMC
operation

Installation

All
All

Device operation;
topology;
security
Database
Database
security
Dataabase

Che
ck

How to report IMC issues to Level 3


Support
Version 7.3 June 2011

14.

Collect database backup

15.
16.

Memory dump
Enable client monitoring

Optional Information
17.
Collect DEBUG level log
files

Database,
Topology
Topology
Slow client

Problem
Type

Che
ck

On request

Section 3. Steps
1. Upgrade IMC software to latest version
Latest software version for all IMC products is available from My
Networking to all as warranty software.

2. Upgrade agent to latest version.


IMC is optimised to use the latest agent version, so upgrade the
agent using the latest version on the website. If this is not
possible, attach agent version and configuration. Issue CLI
command display diag on agent and attach the output. For 3rd
party devices, attach device configuration and version.
Checklist

3. Environment: OS and SQL/Oracle versions and


patches, JAVA version, available disk space.
Note. From 5.0 service pack 1, this information is available in
the log, see section 4.
The location is deploy/log/sysinfo.txt.

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

Check version of Operating System and Database is supported


and as described in product release notes. Pay particular
attention if the OS is 32 or 64 bit.
Many gig of available disk space must be available. Please check
the document iMC Deployment and Hardware Configuration
Schemes in the documentation pack.
Checklist

4. Collect INFO level Log files from customer if problem


cannot be reproduced, or attach logs from your lab
Note that all zip log files are removed when the IMC server is
stopped, so back them up if necessary.
To collect logs, run the command
/INSTALL_DIR/iMC/deploy/logfiles.bat .
The command functions in two modes:
-

Logfiles - collects logs for the last 7 days


logfiles n - collects logs for the last n days

In order to investigate a problem that is over one week old, or


collect installation information, it is necessary to collect logs
using the logfiles n command.
Output is zipped to /INSTALL_DIR/iMC/tmp. It is a large file
which needs to be ftpd to HP GSO. If the customer wants to use
the HP ftp dropbox, provide the following details:
FTP System:
ftp://ftp.usa.hp.com/ (15.192.32.78)
Login:
h3csoft
Password:
Waltham4 (NOTE: CASE-sensitive)

And ask the customer to put the zipped log under folder
/customers/<customername>
Checklist

5. Multiple server configuration


Provide location of IMC platform, database and modules, eg:

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

IMC platform server -> server1 -> IP 10.10.10.1


IMC UAM server -> server 2 -> IP 10.10.10.2
IMC remote database server -> server 3 -> IP 10.10.10.3

6. Check database installation


The latest database installation documentation is available from
the /manual folder within the IMC software.
Verify database is installed correctly as documented, provide
screenshots as described in the SQL Server Configuration
Manager window in the documentation.
For remote database installations, verify the SQL client has been installed on the IMC
server.

Checklist

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

7. Check all processes are running


Identify if there are any stability problems, try to restart any
processes that have stopped.

Checklist

8. Operation detail
The operation details should include the screenshots of the steps
leading to the problem. It should include all input and output,
including the configuration done by the customer. The screenshots
are required also if the customer has not made any modifications
and is using the default settings.
Checklist

9. Device configuration, packet capture of operation


between IMC and device
If the problem is restricted to a device or device type, the device
configuration needs to be provided. In addition, use an
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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

application such as Wireshark , reproduce the problem and then


capture packets between IMC and the device, using SNMP V1. If
using SNMPV3, provide SNMP V3 configuration to enable
decoding.
Checklist

10.

netstat -b.

Note. From IMC 5.0 service pack 1, this information is


available in the log, see section 4.
The location is deploy/log/sysinfo.txt.
If the reserved TCP ports are already in use, IMC cannot connect
to the database.
Netstat b shows in square brackets the application using the
port. Close down the application.
If the application name is unclear or a service (eg. Java) then it is
necessary to check the processes (see next section).

Checklist

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

11.

Netstat -ano

Note. From IMC 5.0 service pack 1, this information is available in the
log, see section 4.
The location is deploy/log/sysinfo.txt.
Ensure the option Automatically start the services in the Intelligent
Monitoring Agent is NOT ticked.

1
2
3
4

reboot the server, do not start IMC.


In a Windows CMD box, issue the command netstat ano
find the PID of the processes that are using the ports IMC wants to use
from the above list.
configure Windows Task Manager to display the process PID ctrl-alt-del,
View->Select Columns->PID

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

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How to report IMC issues to Level 3


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Version 7.3 June 2011

5
6

Close down the applications using the port needed by IMC.


Start IMC.

If the problem persists, collect the INSTALL_DIR\client\conf\http.properties ,the


output of netstat ano while IMC is not running, and the screenshot of Windows
Manager showing the PIDs.
Checklist

12. UAM, EAD settings, collect inode information


Checklist
Follow the instructions in the document below.

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

IMC UAM&EAD
Response Checklist 20101221.doc

13.

Export device information


Collect the device information from the IMC resource page. The
export topology has been removed from version 5.0 onwards.

Checklist

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Version 7.3 June 2011

14. Collect database backup


Click the backup button in the environment tab in the Intelligent
Deployment Monitoring agent and collect all the files.

Checklist

15.

Collect topology memory dump

1. Set the IMCROOT environment variable


directory INSTALL_DIR, eg:
D:
set IMCROOT=D:\Program Files\iMC

as

the

installation

2. Change to INSTALL_DIR\iMC\server\bin and run imfcmd 3 16


-fl2topo.txt.
cd Program Files\iMC\server\bin
imfcmd 3 16 -fl2topo.txt
3. During execution, l2topo.txt is generated under INSTALL_DIR
\server\bin. This file includes the memory data of all existing Layer
2 links, please send it to HP.
Checklist
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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

16.

Enable client monitoring


To debug a slow IMC web page:
- Start->run->cmd-> IMC_INSTALL\client\bin\tmonitor.bat
- log on an IMC client running on the same server as IMC,
access the slow page
- wait for 5 minutes, and stop tmonitor.bat using Ctrl+C
- send the IMC_INSTALL\client\log\tm*.log to HP
Checklist

17. Collect DEBUG level log files only on request


DEBUG level can be enabled for further debugging if requested by
Engineering, however enabling this mode considerably slows
down IMC, the threshold must be reverted to INFO after the test.
IMC client debugging
Modify the property file
INSTALL_DIR\iMC\client\conf\log4j.properties
From : log4j.appender.A2.Threshold=INFO
To:

log4j.appender.A2.Threshold=DEBUG

After the modification, wait for a few minutes. When the problem
is reproduced with DEBUG enabled, collect zip logs as explained in step
4.
IMC server debugging
Method 1 Modify the property file
INSTALL_DIR\iMC\server\conf\qvdm.conf
LogLevel = DEBUG
Restart iMC

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How to report IMC issues to Level 3


Support
Version 7.3 June 2011

Method 2 (use logset from DOS command line):


cd <IMC install>\iMC\server\bin>start_env.bat
<IMC install>\iMC\server\bin>logset ?
Usage:
logset -pProcID -lLevel
ProcID: process id
1--netresdm
4--perfdm
5--fltdm
16--l2topdm
32--aclm
Level: log level(deault is 1, debug)
1--log debug
2--log info
3--log warnning
4--log error
5--log fatal

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