Asset ID:	1-75-1010936.1
Update Date:	2011-05-31
Keywords:

Solution Type Troubleshooting Sure

Solution 1010936.1 : Microsoft Windows and Linux operating systems: How to obtain troubleshooting information

Applies to:

Sun Fire V40z Server
Sun Fire V60x Server
Sun Fire V65x Server
Sun Fire X4200 Server
Sun Fire X4440 Server
All Platforms

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.

To discuss this information further with Oracle experts and industry peers, we encourage you to review, join or start a discussion in the My Oracle Support Community - Sun x86 Systems

Last Review Date

April 15, 2011

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details

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 Product Support Reporting Tool

The Microsoft Product Support Reporting Tool (MPS) 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 MPS reporting tool from Microsoft's web site here :

http://www.microsoft.com/downloads/details.aspx?FamilyID=cebf3c7c-7ca5-408f-88b7-f9c79b7306c0&DisplayLang=en

and

http://www.microsoft.com/downloads/details.aspx?FamilyID=e52ae84a-66ef-4515-950c-cf0edd603a9a&DisplayLang=en

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

Microsoft Windows NT/2000/XP/2003/7/2008 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:

Select Start->Settings->Control Panel
Double-click on Administrative Tools
Double-click on Event Viewer

This should start the Event Viewer.

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

Right-click either Application or Security or System
Select Save Log File As ...
Choose a directory for Save in:
Type a File Name:
Ensure Save as type is set to: *.evtx
Press Save button
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/2003/7/2008 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 Service is running.
Look at Start->Settings->Control Panel->Administrative Tools->Services .

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

Select Start->Run or Search Programs and Files
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 :

Select System Summary in structure tree
Select File->Save... in the menu
Choose a directory for Save in:
Type a File Name:
Ensure Save as type is set to: System Information File *.nfo
Press the Save button
Select File->Export... in the menu
Type a File Name:
Ensure Save as type is set to: Text File
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/2003/7/2008 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:

Select Start->Run or Search Programs and Files
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.

Select Save All Information...
Choose a directory for Save in:
Type a File Name:
Change Save as type: to Text File (*.txt)
Press Save button

Microsoft Windows NT/2000/XP/2003/7/2008 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:

Select Start->Run or Search Programs and Files
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.

Select File->Export... in the menu
Choose a directory for Save in:
Type a File Name:
Change Save as type: to Text File (*.txt)
Change Export range to All
Press Save button

Microsoft Windows 2000/2003/XP DUMP Information

Select Start->Settings->Control Panel
Double-click on "System" icon
Go to Advanced tab
In the Startup and Recovery section, click Settings .
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 called "sysreport" ( /usr/sbin/sysreport ). 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.

There is a 'linux-explorer' package, not written by Sun, which gathers much the same data but may not be accepted by Red Hat Support for further analyzes.

http://www.sun.com/bigadmin/descAll/linux_explorer.html

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 1002383.1)

Internal Comments
This document contains normalized content and is managed by the the Domain Lead(s) of the respective domains. To notify content owners of a knowledge gap contained in this document, and/or prior to updating this document, please contact the domain engineers that are managing this document via the "Document Feedback" alias(es) listed below:

Normalization team alias: tsc-emea-x64@sun.com
Domain Lead: Anthony.McNamara@sun.com

x64, normalized, linux, explorer, data gathering, Microsoft Product Support Reporting Tool, x86, Siga, SupportConfig
Previously Published As
80736

Change History
Date: 2007-12-21
User Name: 31620
Action: Approved
Comment: Published using interim normalization rules supplied by the Normalization Program Team: (circa mid-December 2007)

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