Contacting your IBM Support Center

If you cannot resolve problems that you find when you use WebSphere Event Broker, or if you are directed to do so by an error message generated by WebSphere Event Broker, 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 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 WebSphere Event Broker:
  • The product version
  • Any fix packs applied
  • Any interim fixes applied
  • All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries, and any abend or dump files from the install_dir\errors directory on Windows, or the /var/mqsi/errors directory on Linux and UNIX. Obtain user trace log files at debug level for all relevant message flows and preferably format them. Also include any requested service trace files.

    To send files from distributed systems, create a zipped file using any zip utility.

    To send a file from the file system to IBM, use tar to compress the file. For example tar -cx -f coredump.0002009E coredump.toibm. To send MVS data sets to IBM, terse them using TRSMAIN, which you can download from z/OS tools download.

  • A list of the components installed. Include details of the number of computers and their operating systems, the number of brokers and the computers on which they are running, and the existence and details of any User Name Servers.
  • The zipped file obtained by exporting your workspace and appropriate message flows. This action is performed from the workbench.
  • Details of the operation that you were performing, the results that occurred, and the results that you were expecting.
  • A sample of the messages that were being used when the problem arose
  • If relevant, the report file from the C or COBOL importer. This is located in the directory from which the file import was attempted.
For WebSphere MQ:
  • The product version
  • Any fix packs applied
  • Any interim fixes applied
  • All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries and First Failure Support Technology™ (FFST™) output files. You can find these files, which have the extension .fdc, in the errors subdirectory within the WebSphere MQ home directory.
  • Details of WebSphere MQ client software, if appropriate
For each database that you are using:
  • The product and release level (for example, DB2 7.1)
  • Any fix packs applied
  • Any interim fixes applied
  • All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries, for example the db2dialog.log file on DB2. Check the database product documentation for details of where to find these files.
  • Definitions of any database tables
  • Any ODBC traces
For Windows:
  • The version
  • The Service Pack level
  • The version of the system files msvcrt.dll, msvcp60.dll, msvcirt.dll, and mfc42.dll. You can find these files in the Windows\SYSTEM32 directory. Use the Windows Explorer file properties to display the versions.
  • The environment settings
For Linux and UNIX operating systems:
  • The product version. You can find the version installed by using the uname -a command.
  • Any service level and patches that have been applied
  • The environment settings
For z/OS:
  • The product version
  • The list of PTFs that have been applied
  • The environment settings
  • The joblogs from all address spaces
Related tasks
Troubleshooting and support
Windows: Viewing the local error log
Linux and UNIX systems: Configuring the syslog daemon
Related reference
User trace
Service trace
mqsichangetrace command
mqsiformatlog command
mqsireadlog command
mqsireporttrace command