Troubleshooting Guide

Determining Origins and Symptoms of Problems

If you are supporting an organization using DB2, you will receive calls from users to resolve a variety of problems. Your response depends on:

• The severity of the problem
• The specific nature of the problem
• Any related information that you can gather
• Your experience in resolving similar problems

To fix a problem, start by getting a good description of the problem. With this description, you can work on determining the origin of the problem. For example, a problem may exist in any of the following:

• Hardware
• Operating system
• Networking system or other subsystem
• DB2 server
• DB2 client
• DB2 Connect gateway to host systems

Refer to the following sections for information:

• "Determining the Location of a Problem"
• "Responding to Unexpected Messages or SQL Codes"
• "Responding to Abends"
• "Responding to Suspensions and Loops"

Also, use the detailed information provided in the other chapters of Part 1 to help you determine and solve your particular problem.

Determining the Location of a Problem

Most applications run in a client/server environment. You must determine if a problem is on the client, the server, or somewhere in between (that is, in the LAN or communication protocol stack).

Investigating where the problem is detected or reported is the best way to start. For example, if you receive an unexpected SQL code on a client, then investigate the SQL code on that client. (See "Responding to Unexpected Messages or SQL Codes" for information.)

Often the SQL code alone is enough information to determine the source and cause of the problem. If the SQL code does not give enough information to determine the source of a problem, examine the db2diag.log file at the machine where the problem was reported. For example, if the problem was reported on a client, first look at the db2diag.log file on that particular client.

The db2diag.log file is an ASCII file written by DB2 that contains diagnostic information for DB2. If you know the date and time when the problem occurred, you can go directly to the corresponding db2diag.log entries. For information on this important file, see "Understanding First Failure Data Capture". When viewing the file, keep in mind that the most recent conditions are always at the end.

Responding to Unexpected Messages or SQL Codes

When you receive an unexpected message or SQL code, follow these steps until you can determine the problem:

1. When you receive a message, take note of all available information, including the following:

   • The SQL code, an 8-digit alphanumeric message identification number. Also note all reason codes, return codes, and other information associated with the message returned.

   • Any SQL state received. SQL states are useful for diagnosing problems, because they are consistent across all platforms. For a list of SQL states, see the Message Reference.

   • The text of the message (especially if the message does not include an identification number or a code).

   • The SQLCA if available.

   • Any action suggested in the message.

   • Diagnostic files, such as the db2diag.log file. In addition, note any operating system diagnostic files such as core files (for UNIX-based systems), event logs (for Windows NT), or SYSLOG files (for OS/2). For information, see Part 2. "Advanced DB2 Troubleshooting".

   • The environment in which the message occurred. For example, what the user was doing at the time, the steps that led up to the problem, the type of operating system, applications that were running, and the communication protocol.

   • The SQL statement that encountered the error, and any preceding statements in the unit of work

2. Check the online message help by typing db2 "? message", where message is the complete SQL code, SQL state, or message number. Read and follow the suggested actions.

3. Use the SQL code or message number to search available DB2 documentation for additional information.

4. If the problem persists, ensure that you have as much of the following information as possible before contacting DB2 Customer Service:

   • The DB2 diagnostic log (db2diag.log), and any trap or dump files it mentions. See "Understanding First Failure Data Capture".

   • The SQLCA structure from the db2diag.log or syslog files, or as captured by an application. See "Interpreting an SQLCA Structure".

5. If you determine that the problem is not with DB2 but with a vendor-supplied application, contact the vendor.

Responding to Abends

In this book the term abend includes:

• Segmentation violations and general protection faults (GPFs) on Windows systems
• Traps on OS/2
• Exceptions on UNIX-based systems

When an abend occurs, work through the following steps until you can determine the problem:

1. Confirm that all DB2 components are at the same service level, especially if a fix pack has recently been installed. See "Updating DB2 Products".

2. Note the executable module that reported the abend.

3. If the problem persists, try to collect the following additional information before contacting DB2 Customer Service:

   • Any logged information, in particular:

     • The db2diag.log file and any trap or dump files it mentions. See "Understanding First Failure Data Capture".

     • For UNIX, the syslog and core files. See Chapter 11. "Diagnostic Tools for UNIX-Based Systems".

     • For OS/2, the SYSLOG file. See "Using the syslog Command".

     • For Windows operating systems, Dr. Watson logs, and, for Windows NT, the event log. See Chapter 13. "Diagnostic Tools for Windows Operating Systems".

   • If the problem can be reproduced, a trace on the client and server may be helpful. Follow the steps in "Example of Tracing to a File".
   Part 2. "Advanced DB2 Troubleshooting" for information.

4. If you determine that the problem is not with DB2 but with a vendor-supplied application, contact the vendor.

Responding to Suspensions and Loops

When the system appears to be suspended or looping, try to identify the problem by working through the following steps:

1. Recover the system:

   • If the operating system is suspended (with no sign of disk activity), reboot the machine and check the db2diag.log file for problems.

   • If you can access the operating system but not the application:

     • Check the status of applications with the Control Center or the LIST APPLICATIONS FOR DATABASE database-alias command. The status information shows if applications are waiting for a lock or for user input ("UOW Waiting"), rather than being suspended inside of the database manager.

     • Use a CPU monitor to check for applications that are using large amounts of CPU time, and then use your judgement to determine whether or not the applications are suspended or behaving as expected.

     • Check the db2diag.log file for DB2 problems.

     • On UNIX-based environments, work through the following steps until you can stop your DB2 instance:

       1. Stop the DB2 instance normally with db2stop

       2. Stop the DB2 instance and force any remaining applications with db2stop force

       Work through the following steps as a last resort, only if the above steps did not stop the DB2 instance:

       1. Abruptly kill the DB2 instance with db2stop -kill

       2. Use the kill command to terminate any DB2 agents that cannot be stopped

       3. Use the kill command to terminate DB2 itself (db2sysc)

       4. As a very last resort, reboot your entire system

       If you must use the kill command, ensure that all DB2 interprocess communications (IPC) resources are removed. Either:

       • For AIX, use the ipclean command (in the sqllib/misc directory)

       • Use the following command to identify those resources that belong to the DB2 instance:

         ipcs | grep [instance_id]
         

         Then use ipcrm to remove them.

2. Using messages, the db2diag.log file, and other information, attempt to determine why the suspension or loop occurred.

   Some common problems that cause suspensions or loops include the following:

   • The operating system has run out of swap space or paging space.

   • Applications are waiting on a lock, waiting for a database restart, or waiting for a response from a remote peer. To see if applications are still running, check for disk activity:

     • For UNIX-based systems, use iostat (see "Other Commands")

     • For the Windows NT operating system, use its performance monitor (see "Diagnostic Tools for Windows NT")

     • For the OS/2 system, use tools such as SPM/2 (see Chapter 12. "Diagnostic Tools for OS/2")

3. If the problem persists, try to collect the following additional information before contacting DB2 Customer Service:

   • Any information logged by DB2. See "Understanding First Failure Data Capture".

   • If the system is suspended:

     • Set up a DB2 trace to dump output to a file. Follow the instructions in "Example of Tracing to a File".

     • For UNIX-based systems, get a stack traceback for the application. Stack tracebacks provide information on the system calls for each process ID up to the point of the suspension.

       • For AIX, issue kill -36 against the db2sysc process.

       • For HP-UX, issue kill -29 against the db2sysc process.

       • For Solaris Operating Environment, issue kill -21 against the db2sysc process.
       "Gathering Stack Traceback Information on UNIX-Based Systems".

4. If you determine that the problem is not with DB2 but with a vendor-supplied application, contact the vendor.

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