How to:
Reference: |
Diagnostic Service Accelerator (DSA) automates the gathering, packaging, and shipping (using FTP) of trace files and other diagnostic information for Customer Support Services using the edastart -savediag facility. A prompt mode is available for ease-of-use, as well as archiving and FTP posting capabilities. Automatic triggers are available for customer email confirmation. DSA also triggers the logging of the upload to the support case and flags the case as requiring attention, thereby accelerating diagnostics services by automating and closing the communication gap between customer and customer services.
In one step a customer can run a repro, then describe, archive (for example, as a ZIP file), and ship (using FTP) all the required information to Information Builders Customer Support Services.
Automatic triggers are available for customer email confirmation. DSA also triggers the logging of the upload to the support case and flags the case as requiring attention, thereby accelerating diagnostics services by automating and closing the communication gap between customer and customer services.
Note the following platform-specific information:
On Windows, the Start menu has equivalent options under the Diagnostics folder.
The files and their equivalent edastart commands are:
File |
Command |
---|---|
ITRCON |
edastart -traceon |
ITRCOFF |
edastart -traceon |
ISAVEDIA |
edastart -savediag |
The physical execution of these batch files varies by platform. For information about location and use of supplied batch/command files, see the chapter for your platform in the Server Installation manual.
Note:
To run a Savediag, you must be a Server Admin or have administrator privileges.
or
From the menu bar, select Workspace. From the navigation pane, open the Logs and Traces folder, right-click Workspace Logs, and select Savediag - Report a Bug.
The Savediag page opens, as shown in the following image.
The options are:
The available fields will vary, depending on the Diagnostic Option selected.
If you selected a Post option, your information is posted on the Customer Support Services FTP site. If not, the information is saved to the Savediag Directory folder.
Note: If you choose the Delete existing Diagnostics option, select a folder from the Delete Savediag Directory drop-down menu and click Submit.
In order to provide Information Builders Customer Support Services with a proper reproduction of your problem, follow these steps:
Note: The use of edastart in this procedure assumes that the directory for the edastart script has been added to the system search path for your platform (or that another method for locating and using edastart has been used). If this is not the case, you must preface edastart with its path when you enter it here.
Select an option (type Q to quit for most prompts): 1. Save diagnostic to a directory and FTP post 2. Save diagnostic to a directory 3. FTP post prior diagnostic from a directory
Enter a selection (Default=1) : 1
For related information, see Files Gathered by the edastart -savediag Command.
Note: Typically, users save and post in one operation (the default), however, you may wish to consider the following reasons for saving and posting as separate steps:
If a problem occurs on the Server environment, attempting to reproduce it in a free-standing environment may facilitate troubleshooting. If you wish to try this strategy, follow these steps.
edastart -traceon {-t|-x|-f}
where:
Are three separate trace modes.
Note: If the server must be kept running 24x7, skip this shutdown step and proceed to step 6.
1. Save diagnostic in a new directory and post 2. Save diagnostic in a new directory 3. Post diagnostic from an existing directory Enter a selection (Default=1) : 2
For related information, see Files Gathered by the edastart -savediag Command.
In the case of an abend (core dump), Information Builders may ask that debuggables be installed (as described in the software installation manual) and that the repro/savediag steps be repeated with IBI_DBGLIB=ON to gather more detailed information. Do not install debuggables or perform these steps unless requested by Information Builders.
File |
Description |
---|---|
edachkup.trc |
Daemon check up facility trace |
edapdfm.trc |
Deferred Listener trace |
edaplog.trc |
EDAPRINT log daemon trace |
fds.trc |
FDS trace |
jscom*.trc |
Java traces |
edapth.trc |
Main workspace manager trace |
edaphtp.trc |
HTTP communication traces (listener) |
ht000nnn.trc |
HTTP communication traces (threads) |
edaptcp.trc |
TCP/IP communication traces (listener) |
ip000nnn.trc |
TCP/IP communication traces (threads) |
lu000nnn.trc |
SNA communication traces |
ts000nnn.trc |
Agent traces |
The following sample includes annotations that indicate what is happening as the process runs.
$ bin/edastart -savediag
A log of environment information is displayed.
. . . Select an option (type Q to quit for most prompts): 1. Save diagnostic to a directory and FTP post 2. Save diagnostic to a directory 3. FTP post prior diagnostic from a directory
Enter a selection (Default=1) : 1
Enter directory path for diagnostic information
(Default=/u1/prod/iadmin/ibi/srv71/ffs/sd122905_110820)
Please supply location or <Enter>: /u1/prod/iadmin/ibi/srv71/ffs/myrepro Enter space separated non mapped application names to save in the diagnostic or ALL for all non mapped application names Default= baseapp): repro 12/29/2005 11:08:49 12/29/2005 11:08:49 Creating savedir = /u1/prod/iadmin/ibi/srv71/ffs/myrepro
12/29/2005 11:08:50 Diagnostic Information has been saved in /u1/prod/iadmin/ibi/srv71/ffs/myrepro
Enter existing directory path with diagnostic information to post (Default=/u1/prod/iadmin/ibi/srv71/ffs/sd122905_111616) Please supply location or <Enter>: /u1/prod/iadmin/ibi/srv71/ffs/myrepro
It then continues as Option 1 would have.
Please enter Hottrack Case number to post (8 digits or more): 999999999 Please enter user id on cssftp.ibi.com (Default=incmgr): Please enter comments for the Hottrack Case 999999999. Enter as many lines as needed, blank line indicates end of comments. My reproduction for error 12/29/2005 11:09:37 Creating myrepro.tar to post savediag information Please supply confirmation to proceed with posting (Y/N/Q Default=Y): Y
Note:
iWay Software |