Reporting a Queuing System Problem to HP

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HP OpenVMS System Manager's Manual, Volume 1:...

Managing the Queue Manager and Queue Database

Solving Queue Manager Problems

Setting Up and Maintaining Queues

Reporting a Queuing System Problem to HP

If you encounter problems with the queuing system that you need to report to a HP support representative, provide the information in the following table. This information will help HP support representatives diagnose your problem. Please provide as much of the information as possible.

Information Description

Summary of the problem
Include the following information:
The environment in which the problem occurred. For example, does the problem occur only on certain nodes, from certain user accounts, or when using certain layered products?

How this problem affects your operations. What site operations are being affected (for example, printing checks or submitting crucial batch jobs)? How often does the problem occur (for example, one printout per month, several printouts per day)?

What events occurred on the system between the time the queuing system operated correctly and the time the problem appeared.

Any workarounds you are currently using.

Steps for reproducing the problem
Specify the exact steps and include a list of any special hardware or software required to reproduce the problem.

Configuration information
For example:
Is the configuration an OpenVMS Cluster system, and does it have multiple system disks?

Do you intend the queue database to be located in the default location (SYS$COMMON:[SYSEXE])? Do you intend the master file to be included in a different location than the queue and journal files?

Output from the SHOW QUEUE/MANAGERS/FULL command
Use SYSMAN to enter the command on all nodes, as follows:
$ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO/OUTPUT SHOW QUEUE/MANAGERS/FULL SYSMAN> EXIT $ TYPE SYSMAN.LIS

Type the output file SYSMAN.LIS to verify that the output for all nodes match.

Location of the queue and journal files
If possible, find out the most recent value that was specified in the dirspec parameter of the START/QUEUE/MANAGER command (to specify the location of the queue and journal files). If none was specified, the default is SYS$COMMON:[SYSEXE].

Translation of QMAN$MASTER logical name
Verify that the translation is the same on all nodes.

Enter the following commands, and include the resulting output:
$ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO SHOW LOGICAL QMAN$MASTER

If the translations returned from the SHOW LOGICAL command are not physical disk names, repeat the SHOW LOGICAL command within the environment of each node to translate the returned value until you reach a translation that includes the physical device name.

Operator log file output
Enter the following commands to search the operator log for any message output by the job controller or queue manager:
$ SEARCH SYS$MANAGER:OPERATOR.LOG/WINDOW=5 - _$ JOB_CONTROL,QUEUE_MANAGE

On systems with multiple queue managers, for queue managers other than the default, specify the first 12 characters of the queue manager name of any additional queue manager. For example, for a queue manager named PRINT_MANAGER, specify PRINT_MANAGE as follows:
$ SEARCH SYS$MANAGER:OPERATOR.LOG/WINDOW=5 - _$ JOB_CONTROL,QUEUE_MANAGE,PRINT_MANAGE

Information returned from relevant DCL commands
Include this information if entering a DCL command shows evidence of the problem.

A copy of the journal file of the queue database
Use the Backup utility (BACKUP) with the /IGNORE=INTERLOCK qualifier to create a copy of the file SYS$QUEUE_MANAGER.QMAN$JOURNAL, and provide this copy to HP.

On systems with multiple queue managers, include copies of journal files for all queue managers. Journal files for queue managers other than the default are named in the format name_of_manager.QMAN$JOURNAL.

Copies of any process dumps that might have been created
Enter the following commands to find any related process dumps, and provide copies of the files to HP:
$ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO DIRECTORY/DATE SYS$SPECIFIC:[SYSEXE]JBC$*.DMP, - _SYSMAN> QMAN$*.DMP,PRTSMB.DMP,LATSYM.DMP

If the problem involves an execution queue using a symbiont other than PRTSMB or LATSYM, also include process dump files from the symbiont. The file name has the format image_file_name.DMP.

Output from the SHOW QUEUE command
If your problem affects individual queues, enter the SHOW QUEUE command to show each affected queue.

Any other relevant information
For example:
When was the queue database last created or modified? Was it created or modified since the last reboot of the node or nodes?

Does the IPCACP process exist on the affected nodes? If not, try to determine whether the process existed earlier. For example, check the system accounting records.

Information	Description
Summary of the problem	Include the following information: The environment in which the problem occurred. For example, does the problem occur only on certain nodes, from certain user accounts, or when using certain layered products? How this problem affects your operations. What site operations are being affected (for example, printing checks or submitting crucial batch jobs)? How often does the problem occur (for example, one printout per month, several printouts per day)? What events occurred on the system between the time the queuing system operated correctly and the time the problem appeared. Any workarounds you are currently using.
Steps for reproducing the problem	Specify the exact steps and include a list of any special hardware or software required to reproduce the problem.
Configuration information	For example: Is the configuration an OpenVMS Cluster system, and does it have multiple system disks? Do you intend the queue database to be located in the default location (SYS$COMMON:[SYSEXE])? Do you intend the master file to be included in a different location than the queue and journal files?
Output from the SHOW QUEUE/MANAGERS/FULL command	Use SYSMAN to enter the command on all nodes, as follows: $ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO/OUTPUT SHOW QUEUE/MANAGERS/FULL SYSMAN> EXIT $ TYPE SYSMAN.LIS Type the output file SYSMAN.LIS to verify that the output for all nodes match.
Location of the queue and journal files	If possible, find out the most recent value that was specified in the dirspec parameter of the START/QUEUE/MANAGER command (to specify the location of the queue and journal files). If none was specified, the default is SYS$COMMON:[SYSEXE].
Translation of QMAN$MASTER logical name	Verify that the translation is the same on all nodes. Enter the following commands, and include the resulting output: $ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO SHOW LOGICAL QMAN$MASTER If the translations returned from the SHOW LOGICAL command are not physical disk names, repeat the SHOW LOGICAL command within the environment of each node to translate the returned value until you reach a translation that includes the physical device name.
Operator log file output	Enter the following commands to search the operator log for any message output by the job controller or queue manager: $ SEARCH SYS$MANAGER:OPERATOR.LOG/WINDOW=5 - _$ JOB_CONTROL,QUEUE_MANAGE On systems with multiple queue managers, for queue managers other than the default, specify the first 12 characters of the queue manager name of any additional queue manager. For example, for a queue manager named PRINT_MANAGER, specify PRINT_MANAGE as follows: $ SEARCH SYS$MANAGER:OPERATOR.LOG/WINDOW=5 - _$ JOB_CONTROL,QUEUE_MANAGE,PRINT_MANAGE
Information returned from relevant DCL commands	Include this information if entering a DCL command shows evidence of the problem.
A copy of the journal file of the queue database	Use the Backup utility (BACKUP) with the /IGNORE=INTERLOCK qualifier to create a copy of the file SYS$QUEUE_MANAGER.QMAN$JOURNAL, and provide this copy to HP. On systems with multiple queue managers, include copies of journal files for all queue managers. Journal files for queue managers other than the default are named in the format name_of_manager.QMAN$JOURNAL.
Copies of any process dumps that might have been created	Enter the following commands to find any related process dumps, and provide copies of the files to HP: $ RUN SYS$SYSTEM:SYSMAN SYSMAN> SET ENVIRONMENT/CLUSTER SYSMAN> DO DIRECTORY/DATE SYS$SPECIFIC:[SYSEXE]JBC$.DMP, - _SYSMAN> QMAN$.DMP,PRTSMB.DMP,LATSYM.DMP If the problem involves an execution queue using a symbiont other than PRTSMB or LATSYM, also include process dump files from the symbiont. The file name has the format image_file_name.DMP.
Output from the SHOW QUEUE command	If your problem affects individual queues, enter the SHOW QUEUE command to show each affected queue.
Any other relevant information	For example: When was the queue database last created or modified? Was it created or modified since the last reboot of the node or nodes? Does the IPCACP process exist on the affected nodes? If not, try to determine whether the process existed earlier. For example, check the system accounting records.

Solving Queue Manager Problems

Setting Up and Maintaining Queues