Collecting Investigation Data (Cloud Edition)

This section explains how to collect investigation data that is necessary to find the cause of the problem.

The following describes collecting investigation data with the collection commands (ctmg_collectinfo or rcxadm agtctl snap) and collecting investigation data for storage management software and VM management products.

Refer to "13.2 ctmg_collectinfo (Collection of Investigation Data)" in the "Reference Guide (Command/XML) CE" for information on the command. Refer to "5.3 rcxadm agtctl" in the "Reference Guide (Command/XML) CE" for information on the command.

Collection Method

Collect data on the server using the following method.

Log in to the server with OS administrator privileges.

OS administrator privileges are required to collect troubleshooting data.
Execute either the ctmg_collectinfo command, or the rcxadm agtctl snap -full and pmdiag commands.

Note that the command differs depending on the server from which data is collected.
- For Admin Servers:
  
  [Windows Manager]
```
>"Installation_folder\RCXCTMG\bin\ctmg_collectinfo" dir 
```
  [Linux Manager]
```
# /opt/FJSVctmg/bin/ctmg_collectinfo.sh dir 
```
- For Managed Servers:
  
  [Windows] [Hyper-V]
```
>"Installation_folder\Agent\bin\rcxadm" agtctl snap [-dir dir] -full 
```
```
>"Installation_folder\RCXCTDSBA\bin\pmdiag (*1)
```
  [Linux]
```
# /opt/FJSVrcxat/bin/rcxadm agtctl snap [-dir dir] -full
```
```
# /opt/FJSVssqc/bin/pmdiag (*2)
```
  [VMware] [KVM] [OVM for x86 3.x]
```
# /opt/FJSVrcxat/bin/rcxadm agtctl snap [-dir dir] -full 
```
  [Solaris]
```
# /opt/FJSVrcvat/bin/rcxadm agtctl snap [-dir dir] -full 
```
  Note
  
  For VMware ESXi, because the agent of this product cannot be installed, you cannot execute investigation data collection commands.
  
  *1: When the dialog window is displayed, specify a folder to save data, and then click . After the message "Processing Completed Successfully ..." is displayed, collect following files in the folder.
  PMDiag?.cab
  "?" : denotes the index number of each of created files. No number is placed if only one file is created.
  
  *2: Execution results will be stored in /tmp. Collect following files.
  - pmdiag_*.tar.gz
  
  - pmdiag_*.log
  "*": denotes <host name>_<timestamp>. Timestamp format may differ according to system environment.
- Collect investigation data for the storage management software and the VM management software.
  
  For information about the collection procedures, refer to the manuals of the software.
  
  [VMware]
  
  When the VM management software is VMware vCenter Server, perform the operation as follows. As the file size of investigation data is large, ensure that there is sufficient storage space before the operation.
  
  For VMware vSphere 6 or earlier
  1. Start VMware vSphere(TM) Client, and then connect to VMware vCenter Server as a user with system operation administrative privileges.
  2. From the menu, select [Administration]-[Export System Logs].
  3. Specify VMware vCenter Server as the object to export.
  4. Specify the location to store and click the [OK] button.
  For VMware vSphere 6.5 or later
  1. Start VMware vSphere Web Client, and then connect to VMware vCenter Server as a user with system administrator privileges.
  2. Select [Hosts and Clusters] in the Inventory.
  3. Right-click vCenter Server in the displayed tree, and select [Export System Logs] from the popup menu.
    
    The [Export System Logs] dialog is displayed.
  4. Select all VMware ESXi hosts, and then check "Include vCenter Server and vSphere Web Client logs".
  5. Click the [Next] button.
  6. Click the [Finish] button.
    
    The [Download system logs to the following location] dialog is displayed.
  7. Specify the download destination, and save the logs.
  Note
  
  There are cases where the following error message is output in the /var/log/vmware/vsphere-client/logs/vsphere_client_virgo.log file, and the downloaded log is invalid.
  
  In such cases, there is a chance that it is a known VMware problem, so refer to the release notes of vCenter Server and take the appropriate action.
  com.vmware.vsphere.client.logbundle.DownloadLogController Error downloading logs. org.apache.catalina.connector.ClientAbortException: java.net.SocketException: Broken pipe (Write failed) at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:407)
  [Citrix Xen]
  
  In the creating an L-Server or the collecting a cloning image, there is a possibility that the problem occurs by the sysprep of Windows processing or processing the mini setup when the error of following vmerrno =820 occurs.
  - 67390 creating VM guest failed. detail=(timeout occurred while executing the customizing process.,vmerrno=820, ip=IP_address, host=VM_host_IP_address)
  - 67397 FJSVrcx:ERROR:67397:failed to create image. detail=(timeout occurred while executing the customizing process.,vmerrno=820,ip=ip=IP_address, host=VM_host_IP_address)
  Collect sysprep logs, Windows mini setup logs and customize tool logs on the VM guest according to the following procedure.
  1. Start XenCenter and connect it to the VM host to manage.
  2. Force shutdown the VM guest that the error occurs to when it is running state.
  3. Detach the disk at the position 0 of the VM guest in the storage tab.
  4. Attach the disk that is detached from the VM guest according to the above-mentioned procedure to a Windows VM guest that is possible to start normally. At this time, it does not care that the VM guest is running state or stopped state.
  5. Start the VM guest that the disk attached to and logon as administrator account.
  6. There is a possibility that the attached disk cannot be referred by the Explorer etc. when it is attached to the VM guest in the running state. Rescan disks with the disk managed tool when the disk is not referred.
  7. Collect the all files in the following folders from the attached disk. (The following are examples when the system drive of the attached disk is recognized as G drive.)
    
    G:\Windows\Panther
    
    G:\Windows\System32\sysprep
    
    G:\Program Files (x86)\Fujitsu\Resource Orchestrator\WinGuestCustomizeTool (in case of 64bit system)
    
    G:\Program Files\Fujitsu\Resource Orchestrator\WinGuestCustomizeTool (in case of 32bit system)
  8. Shutdown the VM guest.
  9. Detach the disk that is attached to the VM guest.
  10. Attach the disk to the VM guest that the error occurs to in storage tab.
- Send the collected investigation data to Fujitsu technical support.

1.3 Collecting Investigation Data (Cloud Edition)

Collection Method