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Downloading dump files

You can use dump files to troubleshoot the system and check the system configuration. You can use the Dump tool to download the dump file to the management client.

Downloading dump files

Use the Dump tool to download dump files onto a management client. The downloaded dump files can be used to:
  • Troubleshoot the system. Use the Dump tool to download dump files from the SVP and give it to the support personnel.
  • Check system configuration. First, click File Refresh All to update the configuration information, and then use the Dump tool to download the dump files.
  • Before deleting the storage management software and the SVP software. Collect the dump files of the SVP system information.

There are two types of dump files:

  • Normal Dump includes all information about the SVP and the minimum information about the storage system. Select this when you have a less serious problem such as incorrect display.
  • Detail Dump includes all information about the SVP and the storage system. Select this when Device Manager - Storage Navigator has a serious problem (for example, HDvM - SN does not start) or when you need to determine if the storage system has a problem.

Before you begin

  • You must be logged into the SVP.
  • HDvM - SN must be running.
  • The configuration information must be refreshed by selecting File Refresh All in HDvM - SN.
  • All other users (including the SVP user) must stop using the Dump tool.
  • Stop all maintenance operations.
  • Dump tools from other storage systems must not be used during the process.
  • The installation directory of Storage Navigator must be excluded from the real time virus scan targets by the virus detection program.
Note

If the error is in regards to HDvM - SN starting up, collect information about the SVP using the Dump tool, without HDvM - SN running.

Procedure

  1. Close all HDvM - SN sessions on the SVP.

  2. Open a Windows command prompt with administrator permissions.

  3. Move the current directory to the folder where the tool is available. (For example: <SVP-root-directory>\DKC200\mp\pc).

  4. Specify the output destination of the dump file and execute Dump_Detail.bat or Dump_Normal.bat.

    For example, if you are storing the result of Dump_Detail.bat to C:\Result_832000400001, enter the following:

    C:\MAPP\wk\832000400001\DKC200\mp\pc>Dump_Detail.bat C:\Result_832000400001
    Note
    • A space is required between Dump_Detail.bat and C:\Result.
    • The dump file name is hdcp.tgz. To manage dump files by storage systems, we recommend adding a serial number to the output folder name. For example, if the serial number is 832000400001, the folder name should be C:\Result_832000400001.
    • A folder under the network drive cannot be specified as the output destination.
    • When the tool is being executed, Executing is displayed in the command prompt. When the execution is completed, the following is displayed:
      zSv_AutoDump.exe is completed.

      zSv_AutoDump.exe is completed.” might not be displayed even after the completion of the tool execution due to the heavy load on the SVP or other cause. If it is not displayed even after 20 minutes, check whether a dump file is output in the output folder for the dump file. When a dump file is output, see the date and time of the file update to confirm that the file is created after 20 minutes have passed since the start time of execution of the dump tool. When no dump file is output, close the command prompt and execute the dump tool again.

      NoteIf the execution fails, zSv_AutoDump.exe is failed is displayed.
    • You cannot specify the folders under the network drive as the output folder.
    • The dump file capacity might become approximately 3 GB depending on the usage of the storage system.
    • If "zSv_AutoDump.exe is failed." is displayed when you run the dump tool, the installation directory of HDvM - SN might not be excluded from the real-time virus scan target in the virus detection program. Exclude the installation directory from the virus scan target.
  5. A completion message box displays. Press any key to acknowledge the message and close the message box.

    hdcp.tgz: This is the dump file. Give this file to the maintenance personnel. If you save too many dump files in the SVP storage, space might not be available. Therefore, move the dump file outside of SVP storage.

    zSv_AutoDump.log: This is the log file of the dump tool. If the dump file is not output, give this log file to the maintenance personnel. If the dump file is output, delete the log file.

    DumpResult.txt: This is the collection results file. The results are displayed in the following catagories:

    • DKC dump

      Collection result of the DKC dump data

    • Dump of GUM of CTRL1

      Collection result of the GUM (CTL1) dump data

    • Dump of GUM of CTRL2

      Collection result of the GUM (CTL2) dump data

    exist is displayed if the collection was successful. not exist is displayed if the collection has failed.

  6. Close the Windows command prompt.

Collecting dump files manually

You can collect dump files manually if the dump tool is unavailable or is causing an error in the dump files.

Note
  • installDir indicates the installation directory of the storage management software and the SVP software (for example, C:\Mapp).
  • %USERPROFILE% indicates the installation login user of the SVP (for example, C:\Users\<user name>).
  • %WINDIR% indicates the Windows folder in the system drive (for example, C:\Windows).
  • [Storage system number](Example) When the storage system number is 832000400001, the folder name is as follows:. <installDir>\wk\832000400001\DKC200\mp\pc\*.trc
  • Note that some files do not exist depending on the operating environment.

Files to collect manually:

  • <installDir>¥wk¥supervisor¥dkcman¥log¥*.*
  • installDir>¥wk¥supervisor¥dkcman¥cnf¥*.*
  • <installDir>¥wk¥supervisor¥rmiserver¥log¥*.*
  • <installDir>¥wk¥supervisor¥rmiserver¥cnf¥*.*
  • <installDir>¥wk¥supervisor¥sdlist¥log¥*.*
  • <installDir>¥wk¥supervisor¥mappiniset¥logs¥MappIniSet¥*.*
  • <installDir>¥wk¥supervisor¥mappiniset¥mpprt¥cnf
  • <installDir>¥wk¥supervisor¥assist¥log¥*.*
  • <installDir>¥wk¥supervisor¥assist¥cfg¥*.*
  • <installDir>¥wk¥supervisor¥assist¥dat¥*.*
  • <installDir>¥wk¥supervisor¥assist¥history¥*.*
  • <installDir>¥wk¥supervisor¥comweb¥logs¥*.*
  • <installDir>¥wk¥supervisor¥microsetup¥log¥*.*
  • <installDir>¥wk¥supervisor¥portmanager¥cnf¥*.*
  • <installDir>¥wk¥supervisor¥portmanager¥logs¥PortManager¥*.*
  • <installDir>¥wk¥supervisor¥restapi¥data
  • <installDir>¥wk¥supervisor¥restapi¥logs
  • <installDir>¥wk¥supervisor¥restapi¥build.json
  • <installDir>¥wk¥supervisor¥restapi¥version.json
  • <installDir>¥wk¥supervisor¥system¥log¥*.log
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.trc
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.dmp
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.dbg
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.dmb
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.ini
  • <installDir>¥wk¥[Storage system number]¥DKC200¥mp¥pc¥*.inf
  • <installDir>¥wk¥[Storage system number]¥DKC200¥san¥SN2¥SN2Files¥logs¥*.*
  • <installDir>¥wk¥[Storage system number]¥DKC200¥san¥SN2¥SN2¥logs¥*.*
  • <installDir>¥wk¥[Storage system number]¥DKC200¥san¥cgi-bin¥utility¥log¥*.*
  • <installDir>¥wk¥[Storage system number]¥DKC200¥others¥commdata¥*.*
  • <installDir>¥wk¥[Storage system number]¥DKC200¥config¥*.cfg
  • ¥wk¥[Storage system number]¥SMI\logs\*.*
  • <installDir>¥OSS¥apache¥logs¥*.log
  • <installDir>¥OSS¥apache¥logs¥ssl¥*.log
  • <installDir>¥OSS¥jetty¥logs¥*.log
  • %USERPROFILE%¥AppData¥LocalLow¥Sun¥Java¥Deployment¥log
  • %WINDIR%¥system32¥config¥SysEvent.Evt
  • %WINDIR%¥system32¥config¥SecEvent.Evt
  • %WINDIR%¥system32¥config¥AppEvent.Evt
  • %WINDIR%¥minidump¥*.dmp
  • %WINDIR%¥System32¥Winevt¥Logs¥Application.evtx
  • %WINDIR%¥System32¥Winevt¥Logs¥Security.evtx
  • %WINDIR%¥System32¥Winevt¥Logs¥System.evtx
  • %WINDIR%¥system32¥drivers¥etc¥HOSTS*
  • %WINDIR%¥system32¥drivers¥etc¥services*
  • %WINDIR%¥minidump¥*.

Handling performance problems of the SVP

If the following performance problems occur in the SVP, collect the performance information of the SVP and dumps, and then send them to the maintenance personnel.

  • Slow operation of the SVP
  • High CPU usage rate of the SVP
  • Slow operation of the Storage Device List or the Device Manager - Storage Navigator
Caution

The tool used in this procedure collects the performance information of the SVP. This tool is installed in the directories corresponding to the serial numbers of all storage systems registered in the Storage Device List. Although this tool does not collect performance information of individual storage systems, it can collect dump files for the storage system corresponding to the directory used to run the tool. Therefore, for the storage systems other than that storage system, seeDownloading dump files and Collecting dump files manually to collect the dump files, and then pass them to maintenance personnel.

You can collect performance information of the SVP by using the tool in the following procedure. Collection of performance information takes about 30 minutes, and then the dump files are automatically collected.

Before you begin

  • Any performance problem of the SVP must be occurring.
  • You must be logged into the SVP.
  • Device Manager - Storage Navigator must be running.
  • All other users (including the SVP user) must stop using the Dump tool.
  • All maintenance operations must be stopped.
  • Dump tools from other storage systems must not be used during the process.
  • The installation directory of the Device Manager - Storage Navigator must be excluded from the real time virus scan targets by the virus detection program.

For the virus detection program settings, see Preventing errors while using virus detection programs on the SVP.

NoteIf the error is in regards to Device Manager - Storage Navigator starting up, collect information about the SVP using the Dump tool, without Device Manager - Storage Navigator running. If some tools are running, performance of the SVP might be further degraded.

Procedure

  1. On the SVP, open a command prompt window with administrator permissions.

  2. Move the current directory to the directory where the tools are installed.

    For example, if the serial number of the storage system is 882000400001, the directory where the tool is installed is C:\Mapp\wk\882000400001\DKC200\mp\pc. In this case, enter the following:

    cd /d C:\Mapp\wk\882000400001\DKC200\mp\pc

    NoteC:\MAPP indicates the installation directory of the storage management software and the SVP software. When the installation directory other than C:\Mapp was specified, replace C:\Mapp with the specified installation directory.
  3. Run the performance information collection tool GetSVPPerfInfo.bat by specifying the output folder of the performance information and dump files. In the command prompt, enter the following:

    GetSVPInfo.bat output-directory

    For example, when you want to output the performance information and dump files of the SVP to C:\Result_882000400001, enter the following command:

    GetSVPPerfInfo.bat C:\Result_882000400001

    If you do not specify output directory, the performance information and dump files are output to the following folders:

    C:\Mapp\wk\882000400001\DKC200\tmp\PerfLog
       C:\Mapp\wk\882000400001\DKC200\tmp\PerfLog
    

    In this example, 882000400001 is the serial number of the registered storage system.

    Note
    • When you enter the command, a space is required between the bat file of the dump tool and the output directory.
    • A directory under the network drive cannot be specified as the output destination.
    • Do not click or close the command prompt window while running the tool.
    • When the tool is being executed, “Executing…” is displayed in the command prompt.
    • The dump tool automatically starts collecting dumps after collection of the performance information finishes.
    • Both performance information and system information of the SVP are collected. Do not click the cancel button on the dialog box that opens while system information is collected. The dialog box automatically closes after collection of system information finishes.
    • When all processes are complete, “SVP Performance Information tool is completed.” is displayed in the command prompt.
  4. Check the dump files that were output.

    The following files are output:
    • CounterResult_YYYYMMDDhhmmss.blg:Windows performance monitor log
    • ProcessList_YYYYMMDDhhmmss.csv:Information of the processes running on the SVP
    • Sysinfo_YYYYMMDDhhmmss.txt:System information of the SVP
    • hdcp.tgz
    • zSv_AutoDump.log
    • DumpResult.txt
  5. Close the command prompt.

  6. An OS failure might cause a failure of collecting dumps by the dump tool. If the output result of the dump tool in step 4 is not output, collect the dump files manually.

  7. Send all the files that were output in step 4 to the maintenance personnel.