How to Create a Diagnostic Bundle for Support | Teradata Data Mover - 17.10 - Creating a Diagnostic Bundle for Support - Teradata Data Mover

Teradata® Data Mover User Guide

Product
Teradata Data Mover
Release Number
17.10
Release Date
June 2021
Content Type
User Guide
Publication ID
B035-4101-061K
Language
English (United States)
For Data Mover situations such as job failure, job hanging, or other issues that require an incident report, Teradata includes interactive command-line scripts for collecting necessary job and system information. The resulting diagnostic bundle enables Teradata Customer Support to provide optimum analysis and resolution. Customer support is available around-the-clock, seven days a week through the Global Technical Support Center (GSC). To learn more, go to https://support.teradata.com.
The dmagentsupport.sh file collects the following information from a server running only the Data Mover agent:
  • Data Mover log files from the agent server
  • Recent temp and task directories
The dmagentsupport.sh script creates a data-mover-agent-support output file, which contains the following information:
  • Data Mover agent.properties files
  • List of files from the DataMover components installation directory
  • OS, kernel, CPU, memory, and disk space information
  • Data Mover and TTU packages rpm information

After the script collects the data, a bundle named DataMover-$currentdate-$hostname-1.zip is created in /var/opt/teradata/datamover/support/incidentnumber.

If the bundle size is larger than 49 MB, additional .zip files are created as follows:
  • DataMover-$currentdate-$hostname-2.zip
  • DataMover-$currentdate-$hostname-3.zip
  1. Create a support incident including the following settings:
    Option Setting
    Product Area System Management Utilities
    Problem Type Teradata® Data Mover
  2. Record the incident number and leave the incident open to attach the diagnostic bundle.
    The interactive script prompts you to enter the incident number and other information related to the issue.
  3. As the root user, locate the scripts at /opt/teradata/datamover/support/ for every Data Mover server in your environment, and do the following:
    Server Type Description
    Data Mover Server Run dmsupport.sh to create a diagnostic bundle.
    Server Running Only Data Mover Agent Run dmagentsupport.sh to create a diagnostic bundle.
    Be sure to include relevant problem descriptions for troubleshooting as prompted.
    The dmsupport.sh script collects the following information from the Data Mover log files on the Data Mover multi-purpose server:
    • ActiveMQ queue information
    • Recent temp and task directories
    • DSA information, including:
      • DSC and DSA command line utility logs
      • Installation logs
      • Property files
      • RPM information
    The script creates three output files:
    Output File Contents
    datamover-job-status
    • Data Mover health information
    • Data Mover and TTU packages rpm information
    • List of total and failed Data Mover jobs
    • List of job steps for failed jobs
    datamover-properties All data Mover properties files, including the following:
    • List of files from the Data Mover components installation directory
    • ps aux command output
    datamover-server-details OS, kernel, CPU, memory, and disk space information.
  4. Update the incident, browse to the resulting .zip files, attach the resulting files to the incident, and submit them.
  5. Contact Teradata Customer Support when the diagnostic bundle is ready for review, and include your incident number for reference.
  6. [Optional] If you do not want to keep the .zip files, delete them from the /var/opt/teradata/datamover/support/incidentnumber directory on the Data Mover server.
    To capture jstack and jmap output for tdactivemq, daemon, and agent processes, add the option -runjvmtools as in the following examples:

    dmsupport.sh -runjvmtools

    dmagentsupport.sh -runjvmtools

    Calling scripts with the jstack and jmap option can impact running jobs. Contact Teradata Services for recommendations before specifying.