Troubleshooting Performance Problems › Identifying Performance Problems in CA SDM › Use the CA Diagnostic Report Tool

Use the CA Diagnostic Report Tool

You can use the diagnostic tool on Windows, Oracle Solaris, AIX, and Linux operating system. After you execute supp_diag, the tool detects the type of operating system to determine what commands to utilize for data collection from the CA SDM installation.

The tool creates a .CAZ file on the Windows OS and .tar.gz on UNIX in the $NX_ROOT\diag\rpt directory that you upload with your issue at http://support.ca.com.

Windows

Set $NX_ROOT as your CA SDM installation root directory. The default for $NX_ROOT is the C:\Program Files\CA\Service Desk\ on Windows. You can change the default when you want to change the default directory during the installation process.

Important! The diagnostic tool requires pslist.exe to run correctly on Windows. Download pslist from the Microsoft support website. Install pslist on the CA SDM computer and add its directory path variable to the system path variable before you use the diagnostic tool.

UNIX/Linux

Set $NX_ROOT as your CA SDM installation root directory. The default for $NX_ROOT is — /opt/CAisd/ on a Unix or Linux operating system. You can change the default when you want to change the default directory during the installation.

Follow these steps:

1. Complete one of the following actions:
   • For Windows, verify that the system path variable includes $NX_ROOT\bin.
   • For UNIX, verify that your $PATH includes $NX_ROOT/bin
2. Execute supp_diag.cmd on Windows, or execute supp_diag.sh on UNIX.

   The diagnostic tool can take five to 10 minutes to complete.

3. If the data collection process does not complete, view the $NX_ROOT\diag\<host_name>_supp_diag.log log file to determine the errors when collecting diagnostic information.

   Note: If you want to cancel the background batch job, use CTRL-C to cancel the batch file. Some processes still run in the background, such as MSINFO32.exe. If you have any questions about using this diagnostic tool, contact the CA Support Online.

4. The script directory structure displays the location of the script files, diagnostic zip files, and log files:
   • The $NX_ROOT\diag\bin directory contains script files.
   • The $NX_ROOT\diag\rpt directory contains the diagnostics zip file (in .caz format on Windows and .tar.gz format on UNIX systems).
   • The $NX_ROOT\diag\misc_logs directory contains the log files that can be automatically included in the zip file.
5. Complete the appropriate steps to unzip the gathered files that are based on your operating system:

   Windows

   • Open a command prompt.
   • Cd to $NX_ROOT\diag\rpt or any directory where the .CAZ file is located.
   • Execute the following command.

     $NX_ROOT\diag\bin\cazipxp -u <package_name>.CAZ
     

   UNIX

   • Open a command prompt
   • Cd to $NX_ROOT/diag/rpt or any directory where the .tar or .tar.gz file is located.
   • Uncompress and untar the file:

     gunzip -d <package_name>.tar.gz 
     tar -xvf <package_name>.tar