If you cannot resolve problems that you
find when you use WebSphere Message Broker, or if you are
directed to do so by an error message generated by WebSphere Message 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. You can also use the
IBM Support Assistant (ISA) to
help with data collection.
- For WebSphere Message Broker:
-
- The product version.
- Any fix packs applied.
- Any interim fixes applied.
- All current trace and error logs, including relevant Windows Event
log or LinuxUNIX 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 LinuxUNIX.
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 and message sets. 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 file is
located in the directory from which the file import was attempted.
- If you are using tagged delimited wire format on message
sets, the TDS log files.
- 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