IntroductionThe IBM Customer Insight for Banking on Cloud solution uses pre-built advanced analytics to help banks grow revenue, improve service, retain customers, and increase marketing efficiency.Audience This guide is intended for administrators and users of the IBM Customer Insight for Banking on Cloud solution.Finding information To find product documentation on the web, including all translated documentation, access IBM Knowledge Center (http://www.ibm.com/support/knowledgecenter). You can also access PDF versions of the documentation from the IBM Industry Customer Intelligence Solutions web page (www.ibm.com/support/docview.wss?uid=swg27041723).Accessibility features Accessibility features help users who have a physical disability, such as restricted mobility or limited vision, to use information technology products. Some of the components included in the IBM Customer Insight for Banking on Cloud solution have accessibility features. For more information, see Accessibility features Accessibility features help users who have a physical disability, such as restricted mobility or limited vision, to use information technology products. . The IBM Customer Insight for Banking on Cloud HTML documentation has accessibility features. PDF documents are supplemental and, as such, include no added accessibility features. Forward-looking statements This documentation describes the current functionality of the product. References to items that are not currently available may be included. No implication of any future availability should be inferred. Any such references are not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of features or functionality remain at the sole discretion of IBM.Samples disclaimer Sample files may contain fictional data manually or machine generated, factual data compiled from academic or public sources, or data used with permission of the copyright holder, for use as sample data to develop sample applications. Product names referenced may be the trademarks of their respective owners. Unauthorized duplication is prohibited.

Introduction

The IBM Customer Insight for Banking on Cloud solution uses pre-built advanced analytics to help banks grow revenue, improve service, retain customers, and increase marketing efficiency.

Audience

This guide is intended for administrators and users of the IBM Customer Insight for Banking on Cloud solution.

Finding information

To find product documentation on the web, including all translated documentation, access IBM® Knowledge Center (http://www.ibm.com/support/knowledgecenter).

Accessibility features

Accessibility features help users who have a physical disability, such as restricted mobility or limited vision, to use information technology products. Some of the components included in the IBM Customer Insight for Banking on Cloud solution have accessibility features. For more information, see Accessibility features.

The IBM Customer Insight for Banking on Cloud HTML documentation has accessibility features. PDF documents are supplemental and, as such, include no added accessibility features.

Forward-looking statements

This documentation describes the current functionality of the product. References to items that are not currently available may be included. No implication of any future availability should be inferred. Any such references are not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of features or functionality remain at the sole discretion of IBM.

Samples disclaimer

Sample files may contain fictional data manually or machine generated, factual data compiled from academic or public sources, or data used with permission of the copyright holder, for use as sample data to develop sample applications. Product names referenced may be the trademarks of their respective owners. Unauthorized duplication is prohibited.

OverviewThe IBM Customer Insight for Banking on Cloud solution delivers insights generated from analytical models designed to help banking clients plan and execute programs for growing and retaining customers. The solution enables banks to create personalized experiences for individual customers. overview of the solutionThe solution includes an industry specific data model, dashboard templates, advanced analytics models, and application interfaces for integration with operational systems. It uses bank customer, transactional, and interaction data as well as IBM and third-party data and APIs.Scope of the solution The IBM Customer Insight for Banking on Cloud currently offers the following insights: Customer segmentation Churn / attrition analysis Life event prediction Cross-sell propensity analysis Customer retention analysisOverdraft financial event prediction

Overview

The IBM Customer Insight for Banking on Cloud solution delivers insights generated from analytical models designed to help banking clients plan and execute programs for growing and retaining customers. The solution enables banks to create personalized experiences for individual customers.

The solution includes an industry specific data model, dashboard templates, advanced analytics models, and application interfaces for integration with operational systems. It uses bank customer, transactional, and interaction data as well as IBM and third-party data and APIs.

Scope of the solution

The IBM Customer Insight for Banking on Cloud currently offers the following insights:

Customer segmentation

Churn / attrition analysis

Life event prediction

Cross-sell propensity analysis

Customer retention analysis

Overdraft financial event prediction

ReportsThe IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.report pagesThe solution provides the following report pages:DashboardDynamic InsightsCustomer ListCustomer ProfileDashboardThe dashboard is the first page that appears when you sign in to the IBM Customer Insight for Banking on Cloud solution. It provides insights and identifies opportunities. You can filter your customer base by selecting various criteria.Dynamic InsightsThe IBM Customer Insight for Banking on Cloud solution uses dynamic segmentation analytics to create real-time types of customers. The Dynamic Insights page provides a visual representation of the number of customers in each segment for the opportunity type and filters that you chose on the Dashboard page. Customer ListThe Customer List page provides a list of all customers who meet the criteria that is specified by the filters and segments that were selected on the Dashboard and Dynamic Insights pages.Customer ProfileThe Customer Profile page provides details on a selected customer. It helps you to understand a customer's needs before you contact that customer.

Reports

The IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.

The solution provides the following report pages:

Dashboard

Dynamic Insights

Customer List

Customer Profile

Dashboard
The dashboard is the first page that appears when you sign in to the IBM Customer Insight for Banking on Cloud solution. It provides insights and identifies opportunities. You can filter your customer base by selecting various criteria.

Dynamic Insights
The IBM Customer Insight for Banking on Cloud solution uses dynamic segmentation analytics to create real-time types of customers. The Dynamic Insights page provides a visual representation of the number of customers in each segment for the opportunity type and filters that you chose on the Dashboard page.

Customer List
The Customer List page provides a list of all customers who meet the criteria that is specified by the filters and segments that were selected on the Dashboard and Dynamic Insights pages.

Customer Profile
The Customer Profile page provides details on a selected customer. It helps you to understand a customer's needs before you contact that customer.

DashboardThe dashboard is the first page that appears when you sign in to the IBM Customer Insight for Banking on Cloud solution. It provides insights and identifies opportunities. You can filter your customer base by selecting various criteria.dashboard pagefilterscustomer attritioncustomer acquisitionproduct salesopportunity listCustomer Attrition The Customer Attrition graph displays the number of customers who have left the bank over the time period that you select for the graph. The scope of the data for this measure is determined by the selections that are made in the Filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.Customer Acquisition The Customer Acquisition graph displays the number of new customers over the time period that you select for the graph. The scope of the data for this measure is determined by the selections that are made in the filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.Products Owned by Customers The Products Owned by Customers graph displays the dollar amount of the products that are owned by your clients within the time period that you select. The scope of the data for this measure is determined by the selections that are made in the filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.Top Insights The Top Insights heat map uses color and size to communicate the most important 10 insights from your data. For example, in the following screen capture, it can be seen that mortgage churn, which has a negative sentiment, is the largest issue that is related to the data. The scope of the data for this measure is determined by the selections that are made in the Filters pane. You can filter your data further by using the Type control to include Predicted Event, Propensity, or All. You can choose to hide labels and use color-blind friendly colors. When you click an area on the chart, a window provides information and links to the dynamic sub-segments and customers that are represented by that area of the chart. For example, the following screen capture shows the menu that is displayed when you click the Mortgage Churn area of the Top Insights chart.Opportunity List The Opportunity List shows either customer sub-segments or customers who are related to the option that you choose in the Opportunity Type list. The opportunity type options are Significant changes in propensity, and Significant changes in predicted events. The top 10 customer sub-segments or customers are listed in order of number of significant changes. For example, if Significant changes in propensity is selected as the opportunity type, the list shows the sub-segment or customer with the largest number of significant changes first.If you choose Customer Sub-segments in the Opportunity List pane, then selecting a sub-segment from the list takes you to the Customer List page, which provides a list of the customers in that sub-segment. If you choose Customers in the Opportunity List pane, then selecting a customer from the list takes you to the Customer Profile page for that customer.Filters Filters are accessed by clicking the Filters icon . The filters that you choose determine the data that is analyzed. After you select the filters that you want, click Apply. After you apply a filter or combination of filters, you can save it by clicking Save Filters. . Saved filters can be applied by clicking the Saved Filters icon in the application header. Filters that are selected are listed across the top of the screen. Filters are accessible from the Dashboard, Dynamic Insights, and Customer List pages.Search for a Customer If you know the name or part of the name of a customer who's profile you want to view, you can use the Search for a Customer box at the top of the dashboard. Customers who meet the search criteria that you type are displayed, and you can click a customer's name to view the Customer Profile page. The search is not affected by any filters that are selected in the Filters pane.ReportsThe IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.

Dashboard

The dashboard is the first page that appears when you sign in to the IBM Customer Insight for Banking on Cloud solution. It provides insights and identifies opportunities. You can filter your customer base by selecting various criteria.

Customer Attrition

The Customer Attrition graph displays the number of customers who have left the bank over the time period that you select for the graph. The scope of the data for this measure is determined by the selections that are made in the Filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.

Customer Acquisition

The Customer Acquisition graph displays the number of new customers over the time period that you select for the graph. The scope of the data for this measure is determined by the selections that are made in the filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.

Products Owned by Customers

The Products Owned by Customers graph displays the dollar amount of the products that are owned by your clients within the time period that you select. The scope of the data for this measure is determined by the selections that are made in the filters pane. When you hover your mouse pointer over a data point on the graph, the percentage change from the previous data point is displayed.

Top Insights

The Top Insights heat map uses color and size to communicate the most important 10 insights from your data. For example, in the following screen capture, it can be seen that mortgage churn, which has a negative sentiment, is the largest issue that is related to the data.

The scope of the data for this measure is determined by the selections that are made in the Filters pane. You can filter your data further by using the Type control to include Predicted Event, Propensity, or All. You can choose to hide labels and use color-blind friendly colors.

When you click an area on the chart, a window provides information and links to the dynamic sub-segments and customers that are represented by that area of the chart. For example, the following screen capture shows the menu that is displayed when you click the Mortgage Churn area of the Top Insights chart.

Opportunity List

The Opportunity List shows either customer sub-segments or customers who are related to the option that you choose in the Opportunity Type list. The opportunity type options are Significant changes in propensity, and Significant changes in predicted events. The top 10 customer sub-segments or customers are listed in order of number of significant changes. For example, if Significant changes in propensity is selected as the opportunity type, the list shows the sub-segment or customer with the largest number of significant changes first.

If you choose Customer Sub-segments in the Opportunity List pane, then selecting a sub-segment from the list takes you to the Customer List page, which provides a list of the customers in that sub-segment. If you choose Customers in the Opportunity List pane, then selecting a customer from the list takes you to the Customer Profile page for that customer.

Filters

Filters are accessed by clicking the Filters icon . The filters that you choose determine the data that is analyzed. After you select the filters that you want, click Apply.

After you apply a filter or combination of filters, you can save it by clicking Save Filters. A screen capture of the Save Filters button. Saved filters can be applied by clicking the Saved Filters icon The Saved Filters icon in the application header.

Filters that are selected are listed across the top of the screen. Filters are accessible from the Dashboard, Dynamic Insights, and Customer List pages.

Search for a Customer

If you know the name or part of the name of a customer who's profile you want to view, you can use the Search for a Customer box at the top of the dashboard. Customers who meet the search criteria that you type are displayed, and you can click a customer's name to view the Customer Profile page. The search is not affected by any filters that are selected in the Filters pane.

Parent topic: Reports

Dynamic InsightsThe IBM Customer Insight for Banking on Cloud solution uses dynamic segmentation analytics to create real-time types of customers. The Dynamic Insights page provides a visual representation of the number of customers in each segment for the opportunity type and filters that you chose on the Dashboard page. dynamic insights pageThe Dynamic Insights page is accessed from the Dashboard when you click an area of the Top Insights chart and then click Dynamic sub-segments.On the Dynamic Insights page, you can add or remove filters that you applied on the Dashboard page. Dynamic segmentation is based on age, marital status, annual salary, and number of the bank's products that are held. A table beside the visualization indicates the criteria that determines which customers are included in a selected segment.The following page was accessed by clicking Mortgage Churn from the Top Insights chart on the Dashboard and selecting Dynamic sub-segments. It provides a representation of the segments that have a propensity for mortgage churn. Use the slider to filter the chart by the percentage of propensity. By default the slider is set to 50% when the page is accessed. To see the number of customers that are represented by a bubble, hover your mouse pointer over that bubble.When you select one or more bubbles, a summary of customers in the selected segments is shown in the table. You can select or deselect multiple bubbles by clicking them.From the table, you can click the number of customers to view the customer list. If more than one bubble is selected, you can view a list of all customers in the selected segments by clicking the number of customers at the top of the table. You can also view a list of only customers for a selected segment by clicking the number of customers beside that segment in the table. ReportsThe IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.

Dynamic Insights

The IBM Customer Insight for Banking on Cloud solution uses dynamic segmentation analytics to create real-time types of customers. The Dynamic Insights page provides a visual representation of the number of customers in each segment for the opportunity type and filters that you chose on the Dashboard page.

The Dynamic Insights page is accessed from the Dashboard when you click an area of the Top Insights chart and then click Dynamic sub-segments.

On the Dynamic Insights page, you can add or remove filters that you applied on the Dashboard page. Dynamic segmentation is based on age, marital status, annual salary, and number of the bank's products that are held. A table beside the visualization indicates the criteria that determines which customers are included in a selected segment.

The following page was accessed by clicking Mortgage Churn from the Top Insights chart on the Dashboard and selecting Dynamic sub-segments. It provides a representation of the segments that have a propensity for mortgage churn. Use the slider to filter the chart by the percentage of propensity. By default the slider is set to 50% when the page is accessed.

To see the number of customers that are represented by a bubble, hover your mouse pointer over that bubble.

When you select one or more bubbles, a summary of customers in the selected segments is shown in the table. You can select or deselect multiple bubbles by clicking them.

From the table, you can click the number of customers to view the customer list. If more than one bubble is selected, you can view a list of all customers in the selected segments by clicking the number of customers at the top of the table. You can also view a list of only customers for a selected segment by clicking the number of customers beside that segment in the table.

Parent topic: Reports

Customer ListThe Customer List page provides a list of all customers who meet the criteria that is specified by the filters and segments that were selected on the Dashboard and Dynamic Insights pages.customer list pageThe Customer List page provides summary information about customers. You can view detailed information for all customers by clicking Expand All, or for a single customer by clicking View Details for that customer.You can add or remove filters to this list by clicking the Filters icon .If you want to export the list for distribution, you can export it to a .csv file by clicking Export .To view the Customer Profile page for a customer, click the arrow in the Profile column of the report.ReportsThe IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.

Customer List

The Customer List page provides a list of all customers who meet the criteria that is specified by the filters and segments that were selected on the Dashboard and Dynamic Insights pages.

The Customer List page provides summary information about customers. You can view detailed information for all customers by clicking Expand All, or for a single customer by clicking View Details for that customer.

You can add or remove filters to this list by clicking the Filters icon .

If you want to export the list for distribution, you can export it to a .csv file by clicking Export A screen capture of the Export button on the Customer List page.

To view the Customer Profile page for a customer, click the arrow in the Profile column of the report.

Parent topic: Reports

Customer ProfileThe Customer Profile page provides details on a selected customer. It helps you to understand a customer's needs before you contact that customer.customer profile pageThe Customer Profile page has the following tabs: Overview, Products, and Cash Flow.Overview tab The Overview tab, provides general information about a customer and insights that are related to predicted life events. A chart represents predicted events over future months. You can select a specific insight from the chart to view details. Products tab The Products tab provides information on the products that are held by the customer along with the customer's propensity to accept cross-sell and up-sell suggestions. This tab provides you with information about products that are held by a client and other products that the client is likely receptive to acquiring.Cashflow tab The Cash flow tab provides information on the inflows and outflows from the customers accounts. It indicates how the customer is receiving and spending money. Inflows and outflows for the customer are represented as a bar graph followed by a list of transactions. The tab shows the top three predicted events and a record of any alerts that are related to the customer.ReportsThe IBM Customer Insight for Banking on Cloud solution provides interactive report pages for exploring your customer base and your individual customers.

Customer Profile

The Customer Profile page provides details on a selected customer. It helps you to understand a customer's needs before you contact that customer.

The Customer Profile page has the following tabs: Overview, Products, and Cash Flow.

Overview tab

The Overview tab, provides general information about a customer and insights that are related to predicted life events. A chart represents predicted events over future months. You can select a specific insight from the chart to view details.

Products tab

The Products tab provides information on the products that are held by the customer along with the customer's propensity to accept cross-sell and up-sell suggestions. This tab provides you with information about products that are held by a client and other products that the client is likely receptive to acquiring.

Cashflow tab

The Cash flow tab provides information on the inflows and outflows from the customers accounts. It indicates how the customer is receiving and spending money. Inflows and outflows for the customer are represented as a bar graph followed by a list of transactions. The tab shows the top three predicted events and a record of any alerts that are related to the customer.

Parent topic: Reports

Accessibility features Accessibility features help users who have a physical disability, such as restricted mobility or limited vision, to use information technology products. accessibilityFor information about the commitment that IBM has to accessibility, see the IBM Accessibility Center (www.ibm.com/able).IBM Cognos HTML documentation has accessibility features. PDF documents are supplemental and, as such, include no added accessibility features. Report output In IBM Cognos Administration, you can enable system-wide settings to create accessible report output. For more information, see the IBM Cognos Analytics Administration and Security Guide. In IBM Cognos Report Studio, you can enable settings to create accessible output for individual reports. For more information, see the IBM Cognos Report Studio User Guide. You can access the previously mentioned documents at IBM Knowledge Center (http://www.ibm.com/support/knowledgecenter).

Accessibility features

Accessibility features help users who have a physical disability, such as restricted mobility or limited vision, to use information technology products.

For information about the commitment that IBM® has to accessibility, see the IBM Accessibility Center (www.ibm.com/able).

IBM Cognos® HTML documentation has accessibility features. PDF documents are supplemental and, as such, include no added accessibility features.

Report output

In IBM Cognos Administration, you can enable system-wide settings to create accessible report output. For more information, see the IBM Cognos Analytics Administration and Security Guide. In IBM Cognos Report Studio, you can enable settings to create accessible output for individual reports. For more information, see the IBM Cognos Report Studio User Guide. You can access the previously mentioned documents at IBM Knowledge Center (http://www.ibm.com/support/knowledgecenter).

TroubleshootingThis section contains troubleshooting information for the IBM Customer Insight for Banking on Cloud installation.troubleshootingTroubleshooting a problemTroubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.

Troubleshooting

This section contains troubleshooting information for the IBM Customer Insight for Banking on Cloud installation.

Troubleshooting a problem
Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.

Troubleshooting a problemTroubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.troubleshootingReview the following table to help you or customer support resolve a problem.Troubleshooting actions and descriptionsActionsDescriptionA product fix might be available to resolve your problem.Apply all known fix packs, or service levels, or program temporary fixes (PTF).Look up error messages by selecting the product from the IBM Support Portal, and then typing the error message code into the Search support box (http://www.ibm.com/ support/entry/portal/).Error messages give important information to help you identify the component that is causing the problem.Reproduce the problem to ensure that it is not just a simple error.If samples are available with the product, you might try to reproduce the problem by using the sample data.Ensure that the installation successfully finished.The installation location must contain the appropriate file structure and the file permissions. For example, if the product requires write access to log files, ensure that the directory has the correct permission.Review all relevant documentation, including release notes, technotes, and proven practices documentation.Search the IBM Knowledge Center to determine whether your problem is known, has a workaround, or if it is already resolved and documented.Review recent changes in your computing environment.Sometimes installing new software might cause compatibility issues.If the items in the table did not guide you to a resolution, you might need to collect diagnostic data. This data is necessary for an IBM technical-support representative to effectively troubleshoot and assist you in resolving the problem.TroubleshootingThis section contains troubleshooting information for the IBM Customer Insight for Banking on Cloud installation.Troubleshooting resourcesTroubleshooting resources are sources of information that can help you resolve a problem that you are having with an IBM product.

Troubleshooting a problem

Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.

Review the following table to help you or customer support resolve a problem.

Table 1. Troubleshooting actions and descriptions.

Actions | Description
A product fix might be available to resolve your problem. | Apply all known fix packs, or service levels, or program temporary fixes (PTF).
Look up error messages by selecting the product from the IBM® Support Portal, and then typing the error message code into the Search support box (http://www.ibm.com/ support/entry/portal/). | Error messages give important information to help you identify the component that is causing the problem.
Reproduce the problem to ensure that it is not just a simple error. | If samples are available with the product, you might try to reproduce the problem by using the sample data.
Ensure that the installation successfully finished. | The installation location must contain the appropriate file structure and the file permissions. For example, if the product requires write access to log files, ensure that the directory has the correct permission.
Review all relevant documentation, including release notes, technotes, and proven practices documentation. | Search the IBM Knowledge Center to determine whether your problem is known, has a workaround, or if it is already resolved and documented.
Review recent changes in your computing environment. | Sometimes installing new software might cause compatibility issues.

If the items in the table did not guide you to a resolution, you might need to collect diagnostic data. This data is necessary for an IBM technical-support representative to effectively troubleshoot and assist you in resolving the problem.

Troubleshooting resources
Troubleshooting resources are sources of information that can help you resolve a problem that you are having with an IBM product.

Parent topic: Troubleshooting

Troubleshooting resourcesIBM Predictive Customer Intelligence | Troubleshooting resourcesTroubleshooting resources are sources of information that can help you resolve a problem that you are having with an IBM product.troubleshootingresourcesSupport PortalThe IBM Support Portal is a unified, centralized view of all technical support tools and information for all IBM systems, software, and services. The IBM Support Portal lets you access all the IBM support resources from one place. You can tailor the pages to focus on the information and resources that you need for problem prevention and faster problem resolution. Familiarize yourself with the IBM Support Portal by viewing the demo videos (https://www.ibm.com/blogs/SPNA/entry/the_ibm_support_portal_videos). Find the content that you need by selecting your products from the IBM Support Portal (http://www.ibm.com/support/entry/portal).Before contacting IBM Support, you will need to collect diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. Gathering this information will help to familiarize you with the troubleshooting process and save you time.Service requestService requests are also known as Problem Management Reports (PMRs). Several methods exist to submit diagnostic information to IBM Software Technical Support.To open a PMR or to exchange information with technical support, view the IBM Software Support Exchanging information with Technical Support page (http://www.ibm.com/software/support/exchangeinfo.html).Fix CentralFix Central provides fixes and updates for your system's software, hardware, and operating system.Use the pull-down menu to navigate to your product fixes on Fix Central (http://www.ibm.com/systems/support/fixes/en/fixcentral/help/getstarted.html). You may also want to view Fix Central help.IBM developerWorksIBM developerWorks provides verified technical information in specific technology environments.As a troubleshooting resource, developerWorks provides easy access to the most popular practices, in addition to videos and other information: developerWorks (http://www.ibm.com/developerworks).IBM RedbooksIBM Redbooks are developed and published by the IBM International Technical Support Organization, the ITSO. IBM Redbooks (http://www.redbooks.ibm.com) provide in-depth guidance about such topics as installation and configuration and solution implementation.Software support and RSS feedsIBM Software Support RSS feeds are a quick, easy, and lightweight format for monitoring new content added to websites.After you download an RSS reader or browser plug-in, you can subscribe to IBM product feeds at IBM Software Support RSS feeds (https://www.ibm.com/software/support/rss).Log filesLog files can help you troubleshoot problems by recording the activities that take place when you work with a product.Error messagesThe first indication of a problem is often an error message. Error messages contain information that can be helpful in determining the cause of a problem.Troubleshooting a problemTroubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.

Troubleshooting resources

Troubleshooting resources are sources of information that can help you resolve a problem that you are having with an IBM® product.

Support Portal

The IBM Support Portal is a unified, centralized view of all technical support tools and information for all IBM systems, software, and services.

The IBM Support Portal lets you access all the IBM support resources from one place. You can tailor the pages to focus on the information and resources that you need for problem prevention and faster problem resolution. Familiarize yourself with the IBM Support Portal by viewing the demo videos (https://www.ibm.com/blogs/SPNA/entry/the_ibm_support_portal_videos).

Find the content that you need by selecting your products from the IBM Support Portal (http://www.ibm.com/support/entry/portal).

Before contacting IBM Support, you will need to collect diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. Gathering this information will help to familiarize you with the troubleshooting process and save you time.

Service request

Service requests are also known as Problem Management Reports (PMRs). Several methods exist to submit diagnostic information to IBM Software Technical Support.

To open a PMR or to exchange information with technical support, view the IBM Software Support Exchanging information with Technical Support page (http://www.ibm.com/software/support/exchangeinfo.html).

Fix Central

Fix Central provides fixes and updates for your system's software, hardware, and operating system.

Use the pull-down menu to navigate to your product fixes on Fix Central (http://www.ibm.com/systems/support/fixes/en/fixcentral/help/getstarted.html). You may also want to view Fix Central help.

IBM developerWorks

IBM developerWorks® provides verified technical information in specific technology environments.

As a troubleshooting resource, developerWorks provides easy access to the most popular practices, in addition to videos and other information: developerWorks (http://www.ibm.com/developerworks).

IBM Redbooks

IBM Redbooks® are developed and published by the IBM International Technical Support Organization, the ITSO.

IBM Redbooks (http://www.redbooks.ibm.com) provide in-depth guidance about such topics as installation and configuration and solution implementation.

Software support and RSS feeds

IBM Software Support RSS feeds are a quick, easy, and lightweight format for monitoring new content added to websites.

After you download an RSS reader or browser plug-in, you can subscribe to IBM product feeds at IBM Software Support RSS feeds (https://www.ibm.com/software/support/rss).

Log files

Log files can help you troubleshoot problems by recording the activities that take place when you work with a product.

Error messages

The first indication of a problem is often an error message. Error messages contain information that can be helpful in determining the cause of a problem.

Parent topic: Troubleshooting a problem

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IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you.Licensees of this program who wish to have information about it for the purpose of enabling: (i) the exchange of information between independently created programs and other programs (including this one) and (ii) the mutual use of the information which has been exchanged, should contact: IBM Software Group Attention: Licensing 3755 Riverside Dr. Ottawa, ON K1V 1B7 Canada Such information may be available, subject to appropriate terms and conditions, including in some cases, payment of a fee. The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Customer Agreement, IBM International Program License Agreement or any equivalent agreement between us.Any performance data contained herein was determined in a controlled environment. Therefore, the results obtained in other operating environments may vary significantly. Some measurements may have been made on development-level systems and there is no guarantee that these measurements will be the same on generally available systems. Furthermore, some measurements may have been estimated through extrapolation. Actual results may vary. Users of this document should verify the applicable data for their specific environment. Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products. All statements regarding IBM's future direction or intent are subject to change or withdrawal without notice, and represent goals and objectives only. This information contains examples of data and reports used in daily business operations. To illustrate them as completely as possible, the examples include the names of individuals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. If you are viewing this information softcopy, the photographs and color illustrations may not appear.This Software Offering does not use cookies or other technologies to collect personally identifiable information.©

Notices

This information was developed for products and services offered worldwide.

This material may be available from IBM in other languages. However, you may be required to own a copy of the product or product version in that language in order to access it.

IBM may not offer the products, services, or features discussed in this document in other countries. Consult your local IBM representative for information on the products and services currently available in your area. Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM product, program, or service may be used. Any functionally equivalent product, program, or service that does not infringe any IBM intellectual property right may be used instead. However, it is the user's responsibility to evaluate and verify the operation of any non-IBM product, program, or service. This document may describe products, services, or features that are not included in the Program or license entitlement that you have purchased.

IBM may have patents or pending patent applications covering subject matter described in this document. The furnishing of this document does not grant you any license to these patents. You can send license inquiries, in writing, to:

IBM Director of Licensing

IBM Corporation

North Castle Drive

Armonk, NY 10504-1785

U.S.A.

For license inquiries regarding double-byte (DBCS) information, contact the IBM Intellectual Property Department in your country or send inquiries, in writing, to:

Intellectual Property Licensing

Legal and Intellectual Property Law

IBM Japan Ltd.

19-21, Nihonbashi-Hakozakicho, Chuo-ku

Tokyo 103-8510, Japan

The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you.

This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice.

Any references in this information to non-IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk.

IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you.

Licensees of this program who wish to have information about it for the purpose of enabling: (i) the exchange of information between independently created programs and other programs (including this one) and (ii) the mutual use of the information which has been exchanged, should contact:

IBM Software Group

Attention: Licensing

3755 Riverside Dr.

Ottawa, ON

K1V 1B7

Canada

Such information may be available, subject to appropriate terms and conditions, including in some cases, payment of a fee.

The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Customer Agreement, IBM International Program License Agreement or any equivalent agreement between us.

Any performance data contained herein was determined in a controlled environment. Therefore, the results obtained in other operating environments may vary significantly. Some measurements may have been made on development-level systems and there is no guarantee that these measurements will be the same on generally available systems. Furthermore, some measurements may have been estimated through extrapolation. Actual results may vary. Users of this document should verify the applicable data for their specific environment.

Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products.

All statements regarding IBM's future direction or intent are subject to change or withdrawal without notice, and represent goals and objectives only.

This information contains examples of data and reports used in daily business operations. To illustrate them as completely as possible, the examples include the names of individuals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental.

If you are viewing this information softcopy, the photographs and color illustrations may not appear.

This Software Offering does not use cookies or other technologies to collect personally identifiable information.

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© Product Information This document applies to Version 1.0 and may also apply to subsequent releases. Copyright Licensed Materials - Property of IBM © Copyright IBM Corp. 2016. US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, the IBM logo and ibm.com are trademarks or registered trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at Copyright and trademark information at www.ibm.com/legal/copytrade.shtml. Notices

©

Product Information

This document applies to Version 1.0 and may also apply to subsequent releases.

Copyright

Licensed Materials - Property of IBM

© Copyright IBM Corp. 2016.

US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

IBM, the IBM logo and ibm.com are trademarks or registered trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at " Copyright and trademark information " at www.ibm.com/legal/copytrade.shtml.

Parent topic: Notices