IM Manager: How to Run GetDiagnostics Tool

Article:TECH88653  |  Created: 2006-01-19  |  Updated: 2012-02-23  |  Article URL http://www.symantec.com/docs/TECH88653
Article Type
Technical Solution

Product(s)

Issue



You wish to collect diagnostic data from a server with the IM Manager software installed. Typically this is in response to a request from a Symantec Technical Support Engineer.

NOTE: This tool has no effect on the functionality of the IM Manager product. This tool has no effect on end users using instant messaging.
 


Solution



Perform the following steps:

    1. Logon to the desktop of the IM Manager server as a Local Administrator.
    2. Click the link below to download the current version of the tool: 
    3. Unzip the file to a directory (e.g. c:\temp).
    4. Open a Command Line and open the folder where you unzipped the tool.
    5. On the cmd line type the following and press Enter.

      GetDiagnostics.bat

      This creates a zip file on the root of your C: drive with todays date, i.e. c:\ComputerName_20051111-0160609.zip. This file is then put onto the Symantec FTP site.

      NOTE: Customers should run this tool using the service account that runs the IM Manager services.
       
    6. Provide the name of the ZIP file created to the Symantec technician assigned to your case. Provide this by phone or email.
       


Getting a Process Dump for IMLogRelayService or Other Service
 

    In certain circumstances it is necessary to get a process dump for the IMLogRelayService. Perform the following steps:
      1. Download the UserDump debugging tools from Microsoft: User Mode Process Dumper Version 8.1.
      2. Install the UserDump debugging tools from Microsoft as described in the Instructions section of the Microsoft article.
      3. Download the current version of the getDiagnostics tool from the link below.
      4. Unzip the file to a directory (e.g. c:\temp).
      5. Open a Command Line and open the folder where you unzipped the tool.
      6. To take a process dump of a process other than the IMLogRelayService perform the following steps:
        a. Edit the file GetDiagnosticsUserDump.bat in an editor.
        b. Change the value of the paramter /dump:imlogrelay. Change the value of imlogrelay to the name of the process as it appears in Windows Task Manager.
        c. Save the file and exit the editor.

      7. On the cmd line type the following and press Enter.

          GetDiagnosticsUserDump.bat

        This creates a zip file on the root of your C: drive with todays date, i.e. c:\ComputerName_20051111-0160609.zip. This file is then put onto the Symantec FTP site.



Technical Information
Manual FTP of Getdiagnostics Files
 

Use one of the following methods:

  • If outbound FTP from the IM Manager server is blocked FTP the file manually to Symantec with the following information:

    Hostname: ftp.entsupport.symantec.com
    Directory: /pub/support/incoming
    Username: <obtain from Symantec Support>
    Password: <obtain from Symantec Support>

    The account does not have permissions to perform a file listing in the /pub/support/incoming directory.  Ignore any errors regarding directory listing.  You may have to specify that the file is to be uploaded as "binary". 
     
  • Use ftp_getdiag.exe.

    The ZIP file contains the executable ftp_getdiag.exe.  This program puts a specified filename on the Symantec FTP site.  You can use this from a computer where outbound FTP is enabled.  Use the program like this:

    ftp_getdiag.exe -F <filename>


How to Configure the Tool to Write files to a Drive other than C

1. Open the file GetDiagnostics.bat in an editor.
2. Add the following to the end of the line:

/outDir:<driveletter>:

For example the following would be a line that writes the output to the D drive:

%myPath% getDiagnostics.vbs /ftp:true /outDir:D:

 

Errors Seen When Running GetDiagnostics

  • The following error may be reported by the script:

    Looking for running process imlogrelay
    C:\Temp\GetDiagnostics\getDiagnostics.vbs(706, 2) WshShell.Exec: The system cannot find the file specified.


    This occurs when the script GetDiagnosticsWithUserDump.bat is run and the Windows user mode dumper is not installed.  Only run the script getDiagnosticsWithUserDump.bat under the direction of Symantec Technical Support.  Please follow all instructions under the section  Getting a Process Dump for IMLogRelayService.
     
  • Sometimes the following error message is reported: NTVDM encountered a hard error.

    This is caused by the server not being able to run 16 bit applications. Typically the script continues onward skipping the parts where the errors occur. 

    See the following Microsoft KB article for more information on this: Troubleshooting NTVDM and WOW Startup Errors.

 

  • Some customers that use MSDE for a database will have situations where the getDiagnostics tool cannot gather database information and reports an error similar to:
    Error -2147467259 from GetDBInfo: [Microsoft][ODBC SQL Server Driver][DBMSLPCN]SQL Server does not exist or access denied.
    In this situations, use the following KB to allow TCP/IP connections to the MSDE database to allow the tool to collect database information: http://www.symantec.com/docs/TECH86879
  • The Operating System may show a popup when running the reg.exe and zip.exe files from the diagnostics collection.  Perform the following steps to configure the operating system to allow the executables to run without needing confirmation:

1. Right click on the file reg.exe and select Properties.
2. Click the Unblock button.
3. Click the Apply button and close the Properties dialog box.
4. Perform steps 1-3 for the file zip.exe.

  • When running getDiagnostics on a Windows 2008 server, you are prompted by User Account Control (UAC) to allow access by Registry Editor.  After clicking Continue, the tool hangs and does no additional work.
    In this case the tool does not have persmissions to read from the IM Manager registry when UAC is active.  There are two approaches to resolve this:

1. Disable UAC on the server
2. Use regedit to update the permissions for the following registry keys to give Local Users read access

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\AdminService
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\AutoUpdate
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\LdapUpdate
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\RelayService
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\Service

 


Background Information

The getDiagnostics tool is a vbs script that is run from the command line or by a batch file included with the tool. The getDiagnostics tool also includes a zip tool, a network tool called nc.exe, and a copy of reg.exe for registry infomation. The getDiagnostics tool is run from the command line or from a batch file and can perform a variety of tasks including:

Network Connectivity Tests
Capturing Log Files
Capturing Mini Dump files
Capturing Linkage Logs
Capturing License Information
Capturing Process Information
Performing User Dumps on the IMLogRelayService.exe process
Performing Database queries and saving the results
Gather LDAP data used by IM Manager
Capturing WinMSD information
Capturing IIS metabase Information
Capturing Registry Information
Capturing NT Event Logs
Copying Performance Logs

Usage

Usage: cscript.exe GetDiagnostics.vbs [/help:true]

setting
name – default – description
----------------------------------------------------------------------------------
help – False – output help information
upload – False – upload to IMLogic web site
winmsd – False – get winmsd system information
net – True – test network connections
db – True – run selective queries
ldap – True – gather LDAP data from IM Manager \
checkDayMessageOneSided  – False – list conversations from previous day that might be one sided **May take a long time to complete**
iis – True – export metabase
wmi – True – capture current process info with wmi
perf – True – collect performance counters
stop – True – stop if error encountered by script
httpHost – qa.imlogic.com – http upload host
httpPort – 80 – http upload port
httpDir – getDiagnostics http upload virtual directory
httpDir – uploadFile.asp http upload page
logDir – logs directory
outDir – location of output file location
removeAfterFTP – Removes data file after FTP upload
deleteDumps – Set to 'afterCollection' to remove dumps after getdiag runs.  Set to 'afterFTP' to remove dumps after successful FTP

Specify all settings in /settingName:settingValue format.

Users can specify which aspects of the getDiagnostics tool they wish to run on the command line or in the attached batch file by editing the run-time options.

The WinMSD and IIS features of the tool can impact the server by requiring a large amount of system resources. It is recommended that you preform these options when there will be no impact on the end users or to other server run applications.

If the stop option is set to true, the getDiagnostics tool to will stop when it encounters any error when capturing files. If the value is set to false, the tool will continue past any errors to the next step in capturing data. The default for the stop option value is true.

The getDiagnostics tool may be instructed to perform SQL SELECT queries. These queries gather information on the various tables for the IM Manager server. Please see the attached text file (SQL_Queiries.txt) to review which queries are performed.

The getDiagnostics tool has the ability to upload data via an HTTP connection. This feature is set is set to disabled and is not currently supported. For steps to upload your data, please contact Symantec Technical Support.

If the tool can not locat files to be copied it will error out the to screen and not copy the files it could not find. If the files exist but in another location, the logDir option must be used with the actual location of the files. Example: GetDiagnostics.vbs /upload:false /logDir:c:/LogFiles/IMLogic/

In the default execution, the tool has been specified to capture WinMSD information and Network Connectivity information. The tool has been specified not to generate a UserDump of the IMLogRelayService.exe process and not to run any Database queries. The options for WMI, IIS and stop are set by default to true.

 


Attachments

Version 1.32 of the getDiagnostics tool for IM Manager
GetDiagnostics1.32.zip (3.7 MBytes)


Legacy ID



2007954985022598


Article URL http://www.symantec.com/docs/TECH88653


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