Google Cloud's Agent for SAP diagnostic information

For problems that are related to version 3.8 (latest) of Google Cloud's Agent for SAP, provide the following diagnostic information to Cloud Customer Care as soon as you can:

• A complete and detailed description of the problem.
• The support bundle for the agent.
• The most recent data collected by the agent.
• The configuration file for the agent.
• The log file for the agent.

Detailed description of the problem

Provide a complete and detailed description of the problem, including the version of the agent, and the date and time when the problem occurred.

To check the version of your agent, complete the following steps:

Support Bundle

Support bundle is a collection of information from Google Cloud's Agent for SAP, that helps Customer Care in providing you troubleshooting support. This feature is available for Google Cloud's Agent for SAP version 2.1 or later.

From version 3.4 of the agent, you can upload the output of the supportbundle command by using the result-bucket option. For this, you need to make sure that the service account used by the agent has the following IAM permission: storage.objects.create.

What the support bundle contains

• The agent's log and configuration files.

  From version 3.0 of the agent, this includes the logs and configuration files related to the Backint and disk snapshot features of the agent.

• SAP HANA traces and topology files for the given hostname and SID.

• Cloud Storage Backint agent for SAP HANA configuration file and logs.

• For a high-availability (HA) cluster on RHEL, when you specify pacemaker-diagnosis="true", the output of the sosreport is saved in the following directory: /tmp/google-cloud-sap-agent/pacemaker-TIMESTAMP. If the execution of the sosreport command fails, then the output of crm_report is saved in the specified directory.

• For an HA cluster on SUSE, when you specify pacemaker-diagnosis=true, the output of the hb_report and supportconfig utilities is saved in the following directory: /tmp/google-cloud-sap-agent/pacemaker-TIMESTAMP. If the execution of these utilities fails, then the output of the hb_report and crm_report are saved in the specified directory.

• The /var/log/messages file, which helps by providing useful information about your Linux system operations.

• From version 3.8 of the agent, the sapdiscovery.json file is included by default. The file contains information about the SAP products and related components that are running on the compute instance. This information provides Customer Care better context about the role and configuration of your SAP system.

  To let the agent collect this information, you need to satisfy the following requirements:

  • Specify "log_to_cloud": true in the agent's configuration file.
  • Grant the logging.logEntries.list IAM permission to the service account that the agent uses.

• From version 3.8 of the agent, when you specify the metrics option, the bundle includes information about the occurrences of predefined SAP events and the changes in values of Process Monitoring metric and SAP HANA Monitoring metric for a specific time period.

  • To let the agent collect information about the occurrences of predefined SAP events from Cloud Logging logs, you need to satisfy the following requirements:
    • Specify "log_to_cloud": true in the agent's configuration file.
    • Grant the logging.logEntries.list IAM permission to the service account that the agent uses.
  • To let the agent collect information about changes in metric values from Cloud Monitoring, you need to satisfy the following requirements:
    • Specify "send_metrics_to_monitoring": true in the agent's configuration file.
    • Grant the following IAM permission to the service account that the agent uses: monitoring.metricDescriptors.get, monitoring.metricDescriptors.list, monitoring.monitoredResourceDescriptors.get, monitoring.monitoredResourceDescriptors.list, and monitoring.timeSeries.list.
  • The time period with which the agent filters the Cloud Logging logs and Cloud Monitoring entries is determined by the behavior of the following options:
    • timestamp: the timestamp, in the YYYY-MM-DD HH:MM:SS format, around which you want to collect information about occurrences of the predefined SAP event types and changes in metric values. The default value is the time when you run the supportbundle command.
    • before-duration: the number of seconds before timestamp during which the agent searches for the occurrences of predefined SAP events and changes in metric values. The default value is 3600 seconds.
    • after-duration: the number of seconds after timestamp during which the agent searches for the occurrences of predefined SAP events and changes in metric values. The default value is 1800 seconds.

  • The collected information is organized into folders that contain JSON files for each SAP event type that occurred and each metric that changed its value. The following is an example of how the output appears:

    supportbundle/
    |--- process_metrics/
      |--- pm_sap_control_cpu_utilization.json
      |--- pm_sap_control_memory_utilization.json
    |--- hana_monitoring_metrics/
      |--- hm_sap_hanamonitoring_disk_readtime.json
      |--- hm_sap_hanamonitoring_disk_writetime.json
    |--- sap_events/
      |--- se_HA_Availability.json
      |--- se_HA_Replication.json

Generate support bundle

To generate the support bundle for an agent instance running on Linux, run the following command on your compute instance:

sudo /usr/bin/google_cloud_sap_agent supportbundle --sid="SID" --instance-numbers="INSTANCE_NUMBERS" --hostname="HOST_NAME" [--pacemaker-diagnosis="BOOLEAN_VALUE"] [--result-bucket="BUCKET_NAME"] [--metrics] [--timestamp="TIMESTAMP"] [-before-duration=BEFORE_DURATION] [-after-duration=AFTER_DURATION]

Replace the following:

• SID: your SAP system ID.
• INSTANCE_NUMBERS: the SAP instance numbers for which you want to generate the support bundle.

  To specify multiple instance numbers, separate them using a space. For example, 00 11 22. When you specify two or more SAP instance numbers, the command generates one combined support bundle for the specified instances.

• HOST_NAME: the name of the host on which you run the command.
• BOOLEAN_VALUE: the value true or false, which determines if the Pacemaker related diagnosis is performed or not; the default value is false.
• BUCKET_NAME: the name of the Cloud Storage bucket where you want to upload the output of the supportbundle command.
• TIMESTAMP: the timestamp, in the YYYY-MM-DD HH:MM:SS format, around which you want to collect information about occurrences of the predefined SAP event types and changes in metric values. The default value is the time when you run the supportbundle command.
• BEFORE_DURATION: the number of seconds before value of the timestamp option during which the agent searches for the occurrences of predefined SAP events and changes in metric values. The default value is 3600 seconds.
• AFTER_DURATION: the number of seconds after value of the timestamp option during which the agent searches for the occurrences of predefined SAP events and changes in metric values. The default value is 1800 seconds.

Most recent data collected by the agent

Provide the most recent data collected by the agent. Save the most recent data collected by the agent to a file and attach the file to your support case.

To view the most recent data collected by the agent, complete the following steps:

Configuration file

After removing credentials such as the SAP HANA database username and passwords, provide the configuration file for Google Cloud's Agent for SAP.

To find the configuration file for the agent, navigate to the following path:

/etc/google-cloud-sap-agent/configuration.json

C:\Program Files\Google\google-cloud-sap-agent\conf\configuration.json

Log file

Provide the log file for Google Cloud's Agent for SAP.

To find the log file for the agent, navigate to the following path:

/var/log/google-cloud-sap-agent.log

C:\Program Files\Google\google-cloud-sap-agent\logs\google-cloud-sap-agent.log