Troubleshooting checklist

The following checklist can help you to identify the source of the problem that is occurring in the runtime environment. By working through the checklist, you should be able to isolate the source of the error.

Recommended responses to specific errors are documented in the applicable sections of Error messages.

  1. Do you have the latest APARs applied? IBM® might have already published a fix for your problem. See About fixes and updates for details on how to check for the latest available fixes.
  2. Does the problem occur when you are applying an APAR?
    1. Ensure that you are following the correct process to apply the APAR. This is described in Applying APARs.
    2. If you are following the correct process and still have difficulties, contact IBM Software Support.
  3. Are you having problems when running the post-installation jobs or installation verification procedures? For example, you receive a return code other than 0 when a job completes.
    1. For information on diagnosing errors with the post-installation jobs, read Troubleshooting post-installation errors
    2. For information on diagnosing errors with the IVP, read Responding to IVP errors.
  4. Does the problem occur when you are updating the properties file? For example, you are running the update in safe mode and there are naming conflicts.
    1. Check the job output for any error messages. This gives you an indication of what problem occurred.
    2. Dump the properties file DFHMAMPF, as described in Dumping the properties file.
    3. Review the definitions in the properties file, as described in Analyzing the properties file, to assess whether you can overwrite the existing definitions.
  5. Does the problem occur when you are invoking a deployed adapter service? When a problem occurs in the runtime environment, errors are written to the error file DFHMAERF. You can dump the error file to find out if a particular server adapter is causing the problem.
    1. Check that the sample module DFHMAEUP is located in the hlq.SCIZSAMP library and has been compiled.
    2. Dump the error file using the provided sample JCL job DFHMAMED. The job is also located in the hlq.SCIZSAMP library.
    3. Analyze the output to determine if a server adapter is causing the problem. The Error field contains the message ID. Read the Error messages to find the type of error that has occurred. Also take note of the Program field, as this indicates the program that the error occurred in. This could be the name of a server adapter.
  6. Optional: Dump and analyze CICS BTS audit trail if it has been configured for use. See Using a BTS audit trail for problem determination for more information.
  7. Debug your applications. See Debugging your application to facilitate problem determination for more information.
  8. Dump and analyze any CICS trace and dump information available. See Using CICS trace for problem determination and Using CICS dump for problem determination for more information.
  9. Use additional CICS supplied transactions. See Using CBAM for problem determination for more information.
If the checklist does not guide you to a resolution, you should contact IBM to report a problem. Before you do this, you might need to collect additional diagnostic data. This data is required when reporting a problem to IBM and can increase the problem resolution time. For details on what information to collect and how to send this to IBM, read the Mustgather: Documentation for an SFR problem in CICS on z/OS® that is published on the IBM support Web site.