Information required by IBM support

If you cannot resolve problems that you find when you use MQe, or if you are directed to do so by an error message generated by MQe, you can request assistance from your IBM® Support Center.

Before you contact your Support Center, use the checklist below to gather important information. Some items might not necessarily be relevant in every situation, but you should provide as much information as possible to enable the IBM Support Center to re-create your problem.

For your system:
  • Operating system being used, and Version, Level and any fix packs or fixes applied (On UNIX® you can find the version installed by using the uname -a command).
  • MQe Version, Level and any fix packs or fixes applied
  • JVM Version, Level and any fix packs or fixes applied
  • Any relevant software used by MQE application
  • Codebase - Server: Java™ or C Bindings; Client: Java, C or C Bindings
  • Message flow:
    • Are messages pulled - using home server queue on client and store queue on server
    • Are messages pushed - synchronous or asynchronous remote queues or forward queue
    • Explicit use of trigger transmission
    • Is the application applying assured delivery (using confirm id and put with putConfirm)
    • Message expiry
  • Is security involved
  • Network being used - e.g. GSM, GPRS, LAN
    • Communications adapter
    • Communications settings - adapter (for example: timeout, retries, packet size) and Channel (timeout)
  • Is a gateway to MQ involved
    • MQ Bindings or MQ Client
    • Message created using MQeMQMessageObject or MQeMsgObject
    • Transformer used on Bridge
  • Rules
    • Where are they used
    • Purpose
  • Use of tools
    • MQe_Explorer
    • MQe_Script
  • Administration
For your problem:
  • A concise description of the problem
  • How to re-create the problem
  • Any traces you can generate, as follows:
Traces for MQe:
  • The file MQeDiagnostics.out, generated as described in MQe Diagnostic tool. Create a .zip file using any zip utility.
  • Appropriate trace files generated according to the advice in Tracing and logging. Create a .zip file using any zip utility.
  • A sample of the messages being used when the problem arose.
Traces for MQ:
  • All current trace and error logs, including relevant Windows® Event log or UNIX platform syslog entries and FFST™ output files. You can find these files, which have the extension .fdc, in the errors subdirectory within the MQ home directory.

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