How to use the VRTSexplorer utility to gather information useful for Symantec Corporation Technical Support

Article:TECH17676  |  Created: 2002-01-03  |  Updated: 2013-03-26  |  Article URL http://www.symantec.com/docs/TECH17676
Article Type
Technical Solution


Issue



How to use the VRTSexplorer utility to gather information useful for Symantec Corporation Technical Support

 

As of Storage Foundation 6.0, the VRTSexplorer is not longer shipped with the product and is considered legacy.  This functionality has been replaced and enhanced by the SORT Data Collecter; see http://www.symantec.com/docs/TECH203525 for details.

Solution



VRTSexplorer , also known as Veritas Explorer, VxExplorer, vxexplorer, and vxexplore, is a tool provided by Symantec Corporation Technical Support that is executed on a host to gather some of the information that may be needed by a Support Engineer to troubleshoot an issue. The output of this utility is a compressed tar file that must be sent to Support. The information collected may not be sufficient to resolve the issue, but it is likely to give very relevant information about it. This utility will run on Solaris, Solaris x64, SUSE Linux, Red Hat Linux, AIX, and HP-UX.

Note: No user data is collected by the VRTSexplorer utility. Only the technical information about some server configuration and the installed Veritas products are collected. For the exact information that is collected by the VRTSexplorer utility, and other additional information refer to the README located in the VRTSexplorer directory after downloading and untarring.

The use of VRTSexplorer utility involves three different steps:
 

    1.      Obtaining VRTSexplorer
    2.      Executing the VRTSexplorer binary
    3.      Sending the output to Symantec Technical Support

These steps are detailed below:
 
1. Obtaining the package that contains the VRTSexplorer utility:
 

    Note: The VRTSexplorer utility is packaged with the Symantec Support Tools, VRTSspt, package which is included on the product CDs and available for download. If this package is installed on the host, this step can be skipped unless the latest VRTSexplorer utility is to be run, as the utility is located in the /opt/VRTSspt/VRTSexplorer directory. For more information about the Symantec Support Tools package and the tools that it contains (VRTSexplorer, FirstLook, metasave, vxbench, etc.), please refer to the Related Documents section below. Otherwise, the VRTSexplorer utility must be downloaded from the Symantec FTP site. The latest version will always be on the FTP site. The package can be downloaded and the binary executed from any directory. However, to remain consistent with installed applications, extract the package in the /opt directory.

    Note: The SORT Data Collector VxExplorer will supersede Symantec's VRTSexplorer utility.
    To use this one go to the SORT Website and download the UNIX Data Collector appropriate for your operating system. Run the Data Collector with the VxExplorer option to gather information about the system. The information is stored in a tar file. Upload the tar file to Symantec Technical Support. Contact Technical Support and work with them to resolve the issue. For more information for the SORT Data Collector, see "How do I run a VxExplorer report?" in the SORT online help or click on this link which will redirects to this article: SORT Data Collector VxExplorer Option

    To download the VRTSexplorer utility, follow the below instructions:

    Connect to the FTP site:
    # ftp ftp.veritas.com

    The below message appears with a prompt for a login name. Please see technote TECH66995 in related items below for logon credentials.

    Connected to ftp.veritas.com
    220-ftp
    220-***********************************************************************
    220-  This system is for the use of authorized users only. Individuals
    220-  using this computer system without authority, or in excess of their
    220-  authority, are subject to having all of their activities on this
    220-  system monitored and recorded.
    220-  In the course of monitoring individuals improperly using this
    220-  system, or in the course of system maintenance, the activities of
    220-  authorized users also are monitored.
    220-  Anyone using this system expressly consents to such monitoring
    220-  and recording. Please be advised that unauthorized access to this
    220-  system is a violation of State and Federal law. If monitoring
    220-  reveals possible evidence of criminal activity, system personnel
    220-  may provide that evidence to law enforcement officials.
    220-***********************************************************************
    220
    Name (ftp.veritas.com <ftp://ftp.veritas.com/>): Please see technote TECH66995
    331 User symsupport okay, need password.
    Password: Please see technote TECH66995
    230 Restricted user logged in.
    Remote system type is UNIX.
    Using binary mode to transfer files.
    ftp>

    While logged into the FTP server as the customer user , it is not possible to list any files or directories. It is important that the below steps are followed exactly:

    Change directories to /pub/support:
    ftp> cd /pub/support

    Set FTP mode to binary:
    ftp> bin
    Download the file that contains utility:
    ftp> get vxexplore.tar.Z
    Close the ftp connection:
    ftp> bye

    Untar the download:
     
    Untar the downloaded file (only if the VRTSexplorer utility has been downloaded and not installed with the VRTSspt package) :
    # zcat vxexplore.tar.Z | tar xvf -

    The above command will create a VRTSexplorer directory containing everything that is needed. Change into this directory:
    # cd VRTSexplorer  
     


2. Execute the VRTSexplorer utility:  

    Some notes on the execution of VRTSexplorer:
    ·      To determine the version of VRTSexplorer that is on the host, along with other options, execute # ./VRTSexplorer -help:
    # ./VRTSexplorer -help
    VRTSexplorer: version 5.6c
    ·      To run the VRTSexplorer utility for only one particular product, such as Veritas Volume Manager, execute:
    # ./VRTSexplorer vxvm
    ·      To run the VRTSexplorer utility to exclude a particular product, such as Veritas NetBackup, execute:
    # ./VRTSexplorer -nbu
    Refer to the README file for additional options that are available with the VRTSexplorer utility.

    The below messages will appear requesting input for the case number, destination directory (BE CAREFUL TO NOT USE SPACES OR OTHER SPECIAL CHARACTERS IN THE DIRECTORY YOU SPECIFY!), restart of vxconfigd (do not choose to do this if PowerPath is installed or if this is a node in a cluster), etc. The program will output several messages and finish by tarring and compressing the collected information. Please note that this operation can take some time to complete.
     
    Below is partial example of what might be seen (the messages below are from VRTSexplorer version 5.5o and will be different from earlier versions of the utility) when executing the VRTSexplorer utility to gather information about a host, output is dependant on which product packages are installed:
     
    # ./VRTSexplorer
    VRTSexplorer: Initializing.
    VRTSexplorer: Please enter case number, or just hit enter: 150-175-206
    VRTSexplorer: Please select a destination directory (default: /tmp): /tmp
    VRTSexplorer: Using /tmp as destination directory.
    VRTSexplorer: Collecting system configuration information for SunOS system.
    VRTSexplorer: Collecting VERITAS package version information.
    VRTSexplorer: Collecting loadable module information.
    VRTSexplorer: Collecting SLIM information.
    VRTSexplorer: Collecting SLIM Agent installer logs.
    VRTSexplorer: Collecting SLIM Server installer logs.
    VRTSexplorer: Collecting Cross Product/Platform Installation (CPI) information.
    VRTSexplorer: Collecting ISIS configuration information.
    VRTSexplorer: Collecting VERITAS SANPoint Control Console configuration information.

    #####  All information and files will be placed under /tmp/VRTSexplorer_150-175-206_server1/spc
             Logfile is /tmp/VRTSexplorer_150-175-206_server1/spc/LOG
    #####  Capturing SAL/VAIL/VEA information from host server1'
    #####  Saving VERITAS Package Information..........
    #####  Logging VEA Information #####
            +Copying vxisis.log files.
            +Copying /var/vx/isis vxsvc corefiles
            +Copying /opt/VRTSob/bin vxsvc corefiles
    #####  Logging VRTSvail Information #####
            Checksum /opt/VRTSvail/providers/vx*:...............
    #####  Saving Detailed information for all VERITAS packages..........................
    #####  Saving Host syslogs #####
            +Copying syslog files.....
    VRTSexplorer: Collecting SIG licensing information.
    VRTSexplorer: Collecting VRW configuration information.
    VRTSexplorer: Collecting VxFS configuration information.
    VRTSexplorer: Determining current VxVM operating mode.
    VRTSexplorer: Collecting VxVM configuration information.
    VRTSexplorer: Collecting DMP configuration information.

    NOTICE:  This section will stop and restart the VxVM Configuration Daemon,
           vxconfigd.  This may cause your VxVA, VMSA and/or VEA session to exit.
           This may also cause a momentary stoppage of any VxVM configuration
           actions. This should not harm any data; however, it may cause some
           configuration operations (e.g. moving subdisks, plex
           resynchronization) to abort unexpectedly.  Any VxVM configuration
           changes should be completed before running this section.

           If you are using EMC PowerPath devices with Veritas Volume Manager,
           you must run the EMC command(s) 'powervxvm setup' (or 'safevxvm
           setup') and/or 'powervxvm online' (or 'safevxvm online') if this
           script terminates abnormally.

    Restart VxVM Configuration Daemon? [y,n] (default: n) n
    VRTSexplorer: Collecting VRAS configuration information.
    VRTSexplorer: Collecting Web GUI Engine information.
    VRTSexplorer: Collecting Cross Product/Platform Installation (CPI) information.
    VRTSexplorer: Script finished.

    VRTSexplorer: The cksum for the tarfile is:
    2113302371 2569248 /tmp/VRTSexplorer_150-175-206_server1.tar.gz

    VRTSexplorer: Please ftp /tmp/VRTSexplorer_150-175-206_server1.tar.gz
    VRTSexplorer: to ftp.veritas.com:/incoming or work with your
    VRTSexplorer: support representative for other upload options.
    #


3. Send the file created above to Symantec Technical Support:


    Example:

    Change directory to the destination directory  (default: /tmp):
    # cd /tmp

    Connect to the FTP site:
    # ftp ftp.veritas.com

    The below message appears with a prompt for a login name. Please see technote TECH66995 in related items below for logon credentials.

    Connected to ftp.veritas.com
    220-ftp
    220-***********************************************************************
    220-  This system is for the use of authorized users only. Individuals
    220-  using this computer system without authority, or in excess of their
    220-  authority, are subject to having all of their activities on this
    220-  system monitored and recorded.
    220-  In the course of monitoring individuals improperly using this
    220-  system, or in the course of system maintenance, the activities of
    220-  authorized users also are monitored.
    220-  Anyone using this system expressly consents to such monitoring
    220-  and recording. Please be advised that unauthorized access to this
    220-  system is a violation of State and Federal law. If monitoring
    220-  reveals possible evidence of criminal activity, system personnel
    220-  may provide that evidence to law enforcement officials.
    220-***********************************************************************
    220
    Name (ftp.veritas.com <ftp://ftp.veritas.com/>): See technote TECH66995
    331 User symsupport okay, need password.
    Password: See technote TECH66995
    230 Restricted user logged in.
    Remote system type is UNIX.
    Using binary mode to transfer files.
    ftp>

    While logged into the FTP server as the customer user, it is not possible to list any files or directories. It is important that the below steps are followed exactly:
     
    Change into the /incoming directory:
    ftp> cd /incoming
    Set FTP mode to binary:
    ftp> bin
    Upload the file that was created above:
    ftp> put VRTSexplorer_150-175-206_server1.tar.gz
    Close the ftp connection:
    ftp> bye

    If this is an existing case, call or email the Technical Support Engineer assigned to the case to let them know the VRTSexplorer data is available along with the name of the file that was uploaded. If a case has not been created for the issue, contact Technical Support via your local support hotline to create a new case, or create a new case on the Web via MySymantec at https://mysymantec.symantec.com/ and provide the name of the file that was uploaded along with a description of the issue.
     

Notes on collecting I/O Fencing Driver (vxfen) information

Please note that by default, the script to collect vxfen related information (named as "vxfen") will try to collect information from all nodes in the cluster by using "rsh".   If the remote nodes are not setup with rsh access permission, VRTSexplorer may hang in the execution of "rsh" command until network timeout.   The may cause a delay of several minutes depending on the network setup.   

If the remote systems in the cluster are not setup with rsh access permission, please add the following option to the vxfen command in the main program of the VRTSexplorer.   The VRTSexplorer main program is named as "main.<ostype>".  For example, on Solaris platform, the main program is called "main.SunOS".

# pwd
/opt/VRTSspt/VRTSexplorer
# ls -l main.SunOS vxfen
-r-xr--r--   1 root     other      13133 Jun  2  2006 main.SunOS      <<< VRTSexplorer main program
-r-xr-xr-x   1 root     other       8299 May 11  2006 vxfen              <<< vxfen script to collect vxfen related information
 

Please modify the main.<ostype> script from

                VRTSvxfen*)
                        if doit vxfen
                        then
                                $PROGDIR/vxfen
                        fi;;
to

                VRTSvxfen*)
                        if doit vxfen
                        then
                                $PROGDIR/vxfen -local
                        fi;;
 

With the "-local" option, the vxfen script will not try to access the remote nodes in the cluster

 

How to force VRTSexplorer to continue to collect rest of the information if it hangs at a particular collection script

In some cases system malfunction may cause VRTSexplorer to hang in a particular information collection script. 

For example, if "vxdctl enable" command hangs, it may cause VRTSexplorer to hang.

# /opt/VRTSspt/VRTSexplorer/VRTSexplorer
VRTSexplorer: Initializing.
VRTSexplorer: Please enter case number, or just hit enter: 999-999-999
VRTSexplorer: Please select a destination directory (default: /tmp):
VRTSexplorer: Using /tmp as destination directory.
VRTSexplorer: Collecting system configuration information for SunOS system.

.....

VRTSexplorer: Collecting VxFS configuration information.
VRTSexplorer: Determining current VxVM operating mode.              <<< VRTSexplorer hangs in collection VxVM information

If this happens, please try to find out the command that causes VRTSexplorer to hang and kill that very last command executed by VRTSexplorer, so that VRTSexplorer will continue to collect the rest of the information.  For example, in the following example, VRTSexplorer hangs at "vxdctl enable".

# ps -eaf | grep VRTSexplorer
    root 10365 10343   0 21:47:03 pts/1       0:00 /bin/sh -- /opt/VRTSspt/VRTSexplorer/main.SunOS
    root 10343  9800   0 21:46:59 pts/1       0:00 /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer   <<< VRTSexplorer command

On Solaris we can use ptree to print the processes spawned by the VRTSexplorer command.


# ptree 10343
        10343 /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer
             10365 /bin/sh -- /opt/VRTSspt/VRTSexplorer/main.SunOS
                 14567 /bin/sh -- /opt/VRTSspt/VRTSexplorer/vxvm
                      14569 /usr/sbin/vxdctl mode              <<< if this command hangs

Please try to kill the very last command exectute by VRTSexplorer, so that it can continue to collect the rest of the information.

# kill -15 14569

The following are the "ps" command options to print the process tree on other platforms.

HP-UX:

Get the process session ID of the process and use option "-H" to print the process hierarchy. 

# UNIX95=1 ps -eafj | grep VRTSexplorer

# UNIX95=1 ps -H -fj -s <session ID>

For example,

# UNIX95=1 ps -eafj | grep VRTSexplorer
UID        PID  PPID  PGID   SID  C    STIME TTY          TIME CMD
root     13658 12296 13658 12295  0 03:06:30 pts/tb   00:00:00     /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer

# UNIX95=1 ps -H -fj -s 12295
UID        PID  PPID  PGID   SID  C    STIME TTY          TIME CMD
root     13658 12296 13658 12295  0 03:06:30 pts/tb   00:00:00     /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer
root     14104 13658 14104 12295  0 03:07:34 pts/tb   00:00:00       /bin/sh -- /opt/VRTSspt/VRTSexplorer/main.HPUX
root     14105 14104 14104 12295  0 03:07:34 pts/tb   00:00:52         /bin/sh -- /opt/VRTSspt/VRTSexplorer/vxvm
 

AIX:

"ps" option -T will cause ps to print the process hierarchy.


 # ps -fT 561322
     UID    PID   PPID   C    STIME    TTY  TIME CMD
    root 561322 327830   0 10:46:33  pts/1  0:00 /bin/sh -- ./VRTSexplorer
    root 618510 561322   0 10:46:44  pts/1  0:00     \--/bin/sh -- /opt/VRTSspt/VRTSexplorer/./main.AIX
    root 520346 618510   0 10:49:49  pts/1  0:00         \--/bin/sh -- /opt/VRTSspt/VRTSexplorer/./vxvm


Linux:

Get the process session ID of the process and use option "--forest" to print the process hierarchy. 

# ps -eafj | grep VRTSexplorer
root      5825  5823  5825  5825  0 03:16 pts/17   00:00:00 /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer
root      5849  5825  5849  5825  0 03:17 pts/17   00:00:00 /bin/sh -- /opt/VRTSspt/VRTSexplorer/main.LINUX

# ps -fj -g 5828 --forest
UID        PID  PPID  PGID   SID  C STIME TTY          TIME CMD
root      5825  5823  5825  5825  0 03:16 pts/17   00:00:00 /bin/sh -- /opt/VRTSspt/VRTSexplorer/VRTSexplorer
root      5849  5825  5849  5825  0 03:16 pts/17   00:00:00  \_ /bin/sh -- /opt/VRTSspt/VRTSexplorer/main.LINUX
root      5876  5849  5876  5825  0 03:17 pts/17   00:00:00      \_ /bin/sh -- /opt/VRTSspt/VRTSexplorer/vxvm
 




Legacy ID



243150


Article URL http://www.symantec.com/docs/TECH17676


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