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PLA-Support>Sun Systems>x86>Server>SN-x64: MISC-SERVER
 
_Old GCS Categories>Sun Microsystems>Servers>x64 Servers
 

Applies to:

Purpose

Description

Solaris[TM] has an explorer package which is used to gather configuration information from a platform. This package provides most of the information an engineer will need during initial problem diagnosis, in a single file, that is small and easy to transfer from the customer to the engineer.

Other Operating Systems that are supported on Sun[TM] platforms have different and varied 'explorer-like' scripts, that are documented below.

Troubleshooting Steps

Steps to Follow

Before starting any troubleshooting, be sure that the OS release and version being used is supported on the platform by Oracle and that the platform has the latest available firmware installed.

Microsoft Diagnostics Tool (MSDT)

The Microsoft Diagnostics Tool (MSDT) replaces MPSReports due to having to comply with federal CVAA order.

CVAA (21st Century Communications and Video Accessibility Act) updates federal communications law to increase the access of persons with disabilities to modern communications. is available for all Microsoft Windows Operating systems. This is the preferred method to obtain critical system and logging information used in troubleshooting support issues on Microsoft Windows operating systems.

You can download Microsoft's MSDT tool from Microsoft's support web site here :

https://wc.ficp.support.microsoft.com/Dashboards/Main/SelfHelpCase/Create?showReturn=True

If for some reason you are unable to collect the diagnostics informaion, you can obtain system and logging information manually using the methods mentioned below.

Microsoft Windows NT/2000/XP/2003/2003 R2/7/2008/2008 R2 Event Viewer

On all Microsoft Windows operating systems, view the following log files with Event Viewer :

• Application

• Security

• System

To run the Event Viewer, perform the following sequence on the desktop:

1. Select Start->Settings->Control Panel

2. Double-click on Administrative Tools

3. Double-click on Event Viewer

This should start the Event Viewer.

Then save each log as both a text *.txt AND *.evtxfile formats as follows :

1. Right-click either Application or Security or System

2. Select Save Log File As ...

3. Choose a directory for Save in:

4. Type a File Name:

5. Ensure Save as type is set to: *.evtx

6. Press Save button

7. Repeat again and save as Text (Tab delimited)(*.txt)

Logs should be collected in BOTH *.evtx and text *.txt formats. The *.evtx format is preferable as it contains more data, however engineers may not have immediate access to Windows based systems to read this format so the basic text logs are also required.

Microsoft Windows NT/2000/XP/2003/2003 R2/7/2008/2008 R2 System Information

On all Microsoft Windows operating systems, you can retrieve the following system
information, using msinfo32 or winmsd  :

• Hardware Resources

• Components

• Software Environment

• Internet Settings

• optional Microsoft software products as Office, etc ...

Before starting the msinfo32 or winmsd  tool, make sure the Help and Support Serviceis running.
Look at Start->Settings->Control Panel->Administrative Tools->Services.

To run the winmsd tool do the following sequence on the desktop:

1. Select Start->Run or Search Programs and Files

2. Type msinfo32 or winmsd and press return.

The msinfo32 or winmsd tool should be running now.

To save all system information as BOTH *.nfo files AND text *.txt files, do the following sequence in msinfo32/winmsd tool :

1. Select System Summary in structure tree

2. Select File->Save... in the menu

3. Choose a directory for Save in:

4. Type a File Name:

5. Ensure Save as type is set to: System Information File *.nfo

6. Press the Save button

7. Select File->Export... in the menu

8. Type a File Name:

9. Ensure Save as type is set to: Text File

10. Press the Save button

System Information data should be collected in BOTH *.nfo and text *.txt formats. The *.nfo format is preferable as it contains more data, however engineers may not have immediate access to Windows based systems to read this format so the basic text logs are also required.

Microsoft Windows NT/2000/XP/2003/2003 R2/7/2008/2008 R2 DirectX Diagnostic Tool

On all Microsoft Windows operating systems you can retrieve DirectX information, using dxdiag :

To run the dxdiag tool do the following sequence on the desktop:

1. Select Start->Run or Search Programs and Files

2. Type dxdiag at Open: and press Open button.

The dxdiag tool should be running now.

To save all DirectX information as text files, do the following sequence in
dxdiag tool.

1. Select Save All Information...

2. Choose a directory for Save in:

3. Type a File Name:

4. Change Save as type: to Text File (*.txt)

5. Press Save button

Microsoft Windows NT/2000/XP/2003/2003 R2/7/2008/2008 R2 Registry Editor

On all Microsoft Windows operating systems you can retrieve registry information, using regedit :

To run the regedit tool do the following sequence on the desktop:

1. Select Start->Run or Search Programs and Files

2. Type regedit at Open: and press Open button.

The regedit tool should be running now.

To save all registry information as text files, do the following sequence in
regedit tool.

1. Select File->Export... in the menu

2. Choose a directory for Save in:

3. Type a File Name:

4. Change Save as type: to Text File (*.txt)

5. Change Export range to All

6. Press Save button

Microsoft Windows 2000/2003/XP DUMP Information

1. Select Start->Settings->Control Panel

2. Double-click on "System" icon

3. Go to Advanced tab

4. In the Startup and Recovery section, click Settings .

5. In the Write debugging information list, select Complete Memory Dump from the pull down menu. If Complete Memory Dump is not available select Kernel Memory Dump.

NOTES:

• By default a .dmp file is saved as Memory.dmp in the Windows folder unless otherwise specified in the Dump File: box.
• With a Complete Memory Dump the Memory.dmp location needs disk space sufficient to hold all the physical RAM plus 1 megabyte (MB). The location can be another drive if needed.
• To obtain a Complete Memory Dump you MUST have a pagefile on the system boot disk (usually C:) at least the size of physical RAM plus 1 megabyte (MB). If this is not done no memory crash dump will be written during a Blue Screen Of Death (BSOD) crash. You can check the current pagefile size via Control Panel->System->Advanced Tab->Performance Settings->Advaced tab. Then click the change button for virtual memory.
• If your system boot disk does not have enough space available to hold this then select Kernel Memory Dump instead of Complete Memory Dump. The pagefile will then only need to be as large as the amount of Kernel space being used by Windows.

For more information, go to http://support.microsoft.com/kb/254649/EN-US/ .

Microsoft Windows troubleshooting information for storage issues

If the issue is storage related refer to the following document :

1006608.1: Microsoft Windows operating system: How to obtain troubleshooting information for storage issues.

You will be guided to collect another set of information.

Gathering Platform data from a Red Hat Linux Operating System

Red Hat Linux provides it's own explorer-like tool. In RHEL 4.5 and older "sysreport" ( /usr/sbin/sysreport ) is provided. In RHEL 4.6 and newer "sosreport" (/usr/sbin/sosreport) is provided. This gathers data (including that listed above) in an explorer like structure and places this in a tarball in :

/tmp/syslog.[8 random chars]/[value-entered-at-prompt].tar.bz2

which can then be sent in for analysis.

Note : Most of the hardware info under Linux is under /proc.

Gathering Platform data from a SUSE Linux (SLES) Operating system and Sun Java Desktop System

SIGA

SLES provides it's own explorer-like tool called System information GAthering ( /usr/bin/siga ). This gathers all the configuration files on a system and saves them in one, easy to navigate webpage ( /tmp/siga.html ) or text file ( /tmp/siga.txt ).

Supportconfig (preferred)

As the siga report has a huge gap of needed information - e.g. it provides only 250 lines of the messages file - SUSE/Novell developed a much more capable information gathering script: supportconfig (previous named config.sh).

The always actual version of the script can be downloaded as RPM package at the Novell side: http://www.novell.com/communities/node/2332/supportconfig-linux

Gathering Platform data from Solaris[TM] x86.

Solaris[TM] x86 supports the Sun Explorer[TM] package from:

http://www.oracle.com/us/support/systems/premier/services-tools-bundle-sun-systems-163717.html

More details can be found in the Oracle Explorer Data Collector for Sun systems (Doc ID 1312847.1)

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