4. Logging calls with the HFS Team

If you have been through the troubleshooting steps provided and your issue has not been resolved, you need to log a call with the HFS Team by replying to the email you received advising you of the MISSED, FAILED or SEVERED backup (or e-mailing hfs@ox.ac.uk) - with the files listed below.

In order to provide effective support for this issue the HFS Team need all of the following files (for the appropriate operating system) attached to the email from the client machine affected:

Table 2. Log File Locations
Platform File Location
Windows dsmerror.log, dsmsched.log C:\Program Files\tivoli\tsm\baclient
Linux, Solaris dsmerror.log, dsmsched.log, tsm-install.log /var/log or /opt/tivoli/tsm/client/ba/bin
Mac OS X dsmerror.log, dsmsched.log, tsm-install.log /Library/Logs/Tivoli/TSM
Netware dsmerror.log, dsmsched.log, tsm-install.log Installation directory

Table 3. Config File Locations
Platform File Location
Windows dsm.opt C:\Program Files\tivoli\tsm\baclient
Linux, Solaris dsm.sys, dsm.opt /usr or /opt /tivoli/tsm/client/ba/bin
Mac OS X dsm.sys, dsm.opt /Library/Preferences/Tivoli Storage Manager
Netware dsm.opt Installation directory

For Windows users we have an automated way of sending us the required files - please see our page on log file collection for Windows.

Once sent your email will be automatically passed to the HFS Team who will review and advise you of any further action required.

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