How to collect Control-M data for support cases? - INCLUDES VIDEO

Version 7
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Control-M/Enterprise Manager


    COMPONENT:

    Control-M/Enterprise Manager


    APPLIES TO:

    Control-M/Enterprise Manager server and client; Control-M/Server for UNIX and Microsoft Windows; Control-M/Agent for UNIX and Microsoft Windows; Control-M Workload Archiving



    QUESTION:

    How do we collect and attach system data and diagnostic logs for use when opening a new Control-M support case?


    ANSWER:

    There are five commands to run on five different components that collect the majority of the information that we might need in most technical support cases.

    From command line:

    1. Control-M/Enterprise Manager:
        Please run the following command on the server that runs the Control-M/Enterprise Manager server to collect basic Control-M/EM and OS information:

            em_data_collector -U <em_dbo_user> -P <em_dbo_pwd>
            File location: <EM_HOME>/hcu_package

                              
    Video Languages AvailableEnglish
      
    2. Control-M/Enterprise Manager Client: 

           emclient_data_collector 
            NOTE: You need to run this from the client_health_check\bin directory 
            File location:<EM_HOME>\client_health_check 

                                
    Video Languages AvailableEnglish
      
    3. Control-M/Server for UNIX and Microsoft Windows: 
        Please run the following command on the Control-M/Server to collect basic Control-M/Server and OS information: 

            ctms_data_collector -U <ctm_dbo_user> -P <ctm_dbo_pwd>  
            File location: <SERVER_HOME>/health_check/hcu_package 

                                          
    Video Languages AvailableEnglishEspañolJapanese
      

    4. Control-M/Agent for UNIX and Microsoft Windows  and Control-M Application plugins 
       Please run the Control-M/Agent Health Check Utility (data collector), which collects your environment information and logs and puts them into a file. 
       You will need to logon to the Control-M/Agent and run the command: 

            ctma_data_collector 
            File location: <AGENT_HOME>/hcu_package 

    some options to note: 
    ctma_data_collector -F EXD_BSS   (EXcluDe Backup, Sysout, Status folders)

                                          
    Video Languages AvailableEnglishEspañolJapanese
      
      
    5. Control-M/Archive 
      Please run the following command on the server that runs the Control-M/ Archive  server to collect   information: 

          arc_data_collector 
           File location: <EM_HOME>/archive/health_check/hcu_package 

     From Configuration Manager:

    Right click at the Control-M product from  Configuration manager --> Select Diagnostics Data 

    Possibility to modify the network location for the saved file from the advance option. 
    See article   000172498 for information how to send the file(s) to the Support team. 

    Each of these *_data_collector commands will create a single file. 
    Depending on the nature of the case and the specific issue being faced, the technical support analyst may also request that certain components be placed into debug mode and for further logs to be collected while in debug mode to provide additional detail for examination by developers. 

     


    Article Number:

    000113172


    Article Type:

    FAQ/Procedural



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles