Discovery: How to report core dumps found in /usr/tideway/cores to BMC Customer Support​​​​​?

Knowledge Article

Discovery: How to report core dumps found in /usr/tideway/cores to BMC Customer Support​​​​​?
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How to report core dumps found in /usr/tideway/cores to BMC Customer Support​​​​​?

This article only applies to the core dumps found in Discovery appliances (onPrem)

 

Best practice when core dump files are found in /usr/tideway/cores:

A - Do not delete anything in /usr/tideway/cores/ until the root cause is found. If the UI is unavailable because /usr is full, try to backup at least the two most recent *.gz and *.txt files to another location.
B - Execute the procedure to check if the datastore is corrupted 
C - Review the list of known causes/solutions/workarounds

If the steps above are not enough to find the cause/solution:
  1. Open a new support case
  2. If the procedure to check if the datastore is corrupted, was executed, attach the resulting files /tmp/SendThisFileToBMCSupport-<hostname>.tgz (one per cluster member). 
  3. If this procedure confirms that none of the members are corrupted, send one set of core files (.gz + .txt) to BMC Customer Support via mft.bmc.com. The most recent one is frequently truncated, so send in priority the one that was dumped just before. Core files can be > 10gb, make sure they have a .gz extension.
  4. If it is not possible to execute the procedure to check if the datastore is corrupted, execute at least the steps below on the member affected by the issue 
    1. (only if the TKU is older than April 22) Install tw_support_tool 
    2. Execute "tw_support_tool"
      Note: If tw_support_tool looks blocked/stuck, use the article below:
      Discovery: tw_support_tool looks stuck
    3. send /tmp/SendThisFileToBMCSupport-<hostname>.tgz. 
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