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.
Perform the following steps:
Getting a Process Dump for IMLogRelayService or Other Service
Manual FTP of Getdiagnostics Files
Use one of the following methods:
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:
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
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.
1. Disable UAC on the server
2. Use regedit to update the permissions for the following registry keys to give Local Users read access
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: cscript.exe GetDiagnostics.vbs [/help:true]
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.
Version 1.32 of the getDiagnostics tool for IM Manager
GetDiagnostics1.32.zip (3.6 MB)
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