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 Linux®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 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