REMCS Agent Operator's Guide 1.5

3.1 Overview of Software Investigation Information Collection

The software investigation information (hereafter called software investigation information, or simply investigation information) is a general name for the information required for troubleshooting software that is operating on the system of a customer. The software investigation information collection function supports investigations of software problems and is provided as a function of REMCS Agent. The investigation information collection function can be used to collect the investigation information in simple operations. The collected investigation information can be sent to the REMCS Center or saved on tape.

[Collecting and Sending Investigation Information]

1. If When a software problem occurs, please notify one of our engineers is notified of the problem.

2. If investigation is required of software that is being used, our engineer informs the customer of the incident number, the investigation information to be collected, and the method for sending the investigation information.

3. "Software Investigation Information Collection" is started in the system in which the problem occurred.

4. The required investigation information is collected. The collected information can be sent to our engineer by the following method.

The first information

The one called the first information is the thing which is necessary for investigating the first running about the trouble, and the size of the investigation information is small (note) .The first information can be transmitted to the REMCS center through the network. By transmitting the first information to the REMCS center, it can be sent to one of our engineer immediately.

Note) It is smaller than the SmallLimit value of an environment definition file.

The second information

Among the collected information, the one other than the first information are called second information. Because the size of the investigation information is large, the second information is saved in the tape. Send the tape media with the saved investigation information to the address specified by our engineer.

[Automatic collection of investigation information]

When the system is restarted after the panic of the system, the crash dump is generated. At this time, the investigation information of the software product can be automatically collected. Usually it doesn't set the automatic collection. When our engineers request an automatic collection for a special purpose of the trouble investigation, it should be set.