Troubleshooting
Problem
This document describes how to submit diagnostic information to IBM, so problem determination can begin for an IBM Support case. This document also describes how to receive information from IBM.
Cause
You have a problem and opened an IBM Support case to find a solution. IBM Software Support needs problem determination data to find a solution. You might also need to get a diagnostic tool or temporary fix from IBM Software Support for your problem.
Resolving The Problem
Quick Links:
Prepare Data: https://www.ibm.com/support/pages/node/739293
Send Data: https://www.ibm.com/support/pages/node/739401
HTTPS upload of data to a Support Case by using a web browser: https://www.secure.ecurep.ibm.com/app/upload_sf
More details are available later in this document.
Important information:
- Enhanced Customer Data Repository (ECuRep) - Overview. See the tabs for details to prepare and send data.
- Receive ECuRep Notifications. Sign up for news about ECuRep.
Red Alert: Changes to Testcase and ECuRep FTP servers include new IP addresses, disablement of unsecure plain FTP, and anonymous authentication. Effective 31 August 2022, changes will be implemented on the Testcase and ECuRep servers that require clients to modify their definitions and procedures to successfully exchange documentation with the "toibm" and "fromibm" directories.
Prior news:
ECUREP customer documentation server has discontinued support for TLS SHA-1 ciphers on 7/27/2020.
The new date of 5th of October 2020 is documented in Disablement of SHA-1 cipher suites and limiting anonymous log-in for ECuRep FTP server.
The new date of 5th of October 2020 is documented in Disablement of SHA-1 cipher suites and limiting anonymous log-in for ECuRep FTP server.
- FAQs About GDPR-related Changes to ECuRep and Testcase FTP File Uploads - including details about the Transfer ID and about certificates needed for some transfer methods. There is no change required for attaching files with the IBM Support case interface.
Instructions:
Send files to or receive files from the IBM Enhanced Customer Data Repository (ECuRep) by using one of the following methods:
- Send files directly to ECuRep by using secure FTP
- Send files by using the secure upload HTTPS Form
- Email files directly to ECuRep
- Receive files from IBM Software Support
Notes:
- For help with ECuRep, see Enhanced Customer Data Repository (ECuRep) - ECuRep related Help.
- Your files are deleted seven days after your IBM Support case is closed.
- For Blue Diamond cases, use https://msciportal.im-ies.ibm.com
For more information about Blue Diamond upload, see https://www.ibm.com/support/pages/node/666503 - If you need to speak with an IBM Support representative, call your country representative. In the US, call 1-800-IBM-SERV.
Send files directly to ECuRep by using FTPS/SFTP
Diagnostic information such as log files, traces, and dumps can be sent to IBM Software Support by using the ECuRep Service site.Important Notes:
- To send files to this server, you must have an open case with the support center. The complete case number must be part of the file name.
- Refer to the transfer options in the ECuRep Send Data Introductions. There are options including:
- FTPS or SFTP
- HTTPS, which includes a secure browser interface at https://www.secure.ecurep.ibm.com/app/upload_sf
- the Java® utility ""IBM Secure Diagnostic Data Upload Utility"" (IBM SDDUU)
- the z/OS® Problem Documentation Upload Utility (IBM PDUU)
- email for 20 megabytes or less - For every transfer of compressed or non-text data, use binary mode. This statement includes intermediate transfers of z/OS or IBM i documentation to a workstation before upload to the IBM site.
- If the data set is encrypted, include the encryption key in an update in your IBM Support case or in an email sent to ibm_support@ecurep.ibm.com. The case number must be included in the subject line when the key is provided by email.
- You can create a file on the FTP site (for example, by using the
putormputcommand), but you cannot update it. You need to create a new file with a unique name. - You cannot receive information from the directories where you put files (
getormgetcommand). The information you submit is only available to the IBM Support representatives.
Prepare data in a compressed or packed format
- Distributed platforms: Data collectors for your product, for example runmqras (IBM MQ), aceDataCollector (IBM App Connect), or mqsidc (IBM Integration Bus), do the compression for you. If manual compression of data is needed, see Manually packaging IBM MQ data to send to IBM for platform-specific examples.
- z/OS: Use the AMATERSE service aid (alias TRSMAIN) to terse all files. In addition to compressing the data, this step provides a consistent RECFM=FB LRECL=1024 binary format that ensures successful transmission of the data sets. For more information, see Prepare Data for z/OS.
For extra security via encryption or to split large files, instead use the z/OS Problem Documentation Upload Utility (PDUU, previously known as MTFTP). If PDUU is used, do not use AMATERSE before-hand.
If there is a core dump in z/OS UNIX Systems Services (USS) for IBM Integration Bus or IBM App Connect Enterprise, see the instructions to use the oget command to make the dump usable. - IBM i: create Save Files (SAVF). See the IBM i section of Manually packaging IBM MQ data to send to IBM.
Submit files to the FTP server
See options at Enhanced Customer Data Repository (ECuRep) - Send data. Each tab has example commands (
ftps or sftp), URLs, or JCL (z/OS).A simple option for web browser uploads is https://www.secure.ecurep.ibm.com/app/upload_sf. You can also upload files by using the Attachments option in your IBM Support case.
If a platform directory is needed for an FTP command or JCL, change to the directory for your platform. Special processing is done for some of the directories or for some file name extensions, for example
.tar, .zip, .trs, and .savf.IBM i: cd toibm/os400UNIX®: cd toibm/unix or toibm/aix or cd toibm/linuxWindows®: cd toibm/windowsz/OS: cd toibm/mvsOther: toibm/other
File Naming Convention: the files that are put on the FTP site must include the IBM Support case number as part of the name. Your case is updated when the upload is successful. There might be a slight delay while processing of the upload occurs.
The file naming convention is TS<xxxxxxxxx>.yyy.zzz
Where
TSxxxxxxxxx = IBM Support case ID, for example TS001234567
yyy = Short description of the file
zzz = File type or file extension, for example tar, TRS, or zip
For example: TS001234567.trace.zip or TS001234567.dump.trs
Examples of FTP put commands:
Examples of FTP put commands:
Distributed platforms:
Enter:
For example:
IBM i:
Save your files into a save file. See MustGather: Collect documentation for IBM MQ for IBM i troubleshooting. Include the TGTRLS(*PRV) option on SAV and SAVOBJ commands. Enter:
For example:
z/OS:
Enter:
For example:
Enter:
put your_file (by default, the target file name is the same as the source file name) or put your_file target_file (to provide a different name)For example:
put TS001234567.mqdata.tar IBM i:
Save your files into a save file. See MustGather: Collect documentation for IBM MQ for IBM i troubleshooting. Include the TGTRLS(*PRV) option on SAV and SAVOBJ commands. Enter:
put your_file target_file.savfFor example:
put QGPL/P1234567A TS001234567.P1234567A.SAVFz/OS:
Enter:
put 'your_file' target_file (the source data set name is enclosed in single quotation marks)For example:
put 'DSNAME.TRS' TS001234567.dump.TRSFind sample JCL for z/OS at:
- Enhanced Customer Data Repository (ECuRep) - Send data (z/OS utility)
- FAQs About GDPR-related Changes to ECuRep and Testcase FTP File Uploads
Send files by using the secure upload HTTPS Form
- Use the following link to upload files directly to an IBM Support case via the web:
https://www.secure.ecurep.ibm.com/app/upload_sf - Enter your case number, which is of the format TS001234567, on the first page.
- On the next page, select the files that you want to upload.
Notes:
- Some browsers have limitations that prevent files larger than 2GB from being uploaded.
- If JavaScript is enabled, you see progress information.
- Do not close the browser window until you see confirmation that the upload was successful.
Email files directly to ECuRep
For select IBM products, you can attach your diagnostic data to a note and email it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (output, traces, compressed file, etc.) is less than 20 MB, you can email it to IBM Support by performing the following steps:
- Create an email message addressed to the following email address:
ibm_support@ecurep.ibm.com - In the subject line, include your complete IBM Support case number, which is of the format TS001234567.
- In the body of the message, put a brief description of the problem symptoms and describe the files you sent in.
- Attach the files (compressed if large) to the email.
- You will receive an automated reply once your email is processed. If your email cannot be associated to an existing case, it is tagged as lost and eventually deleted.
Note: Depending on your internet connection and email server, allowable attachment file might be significantly less than the 20 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.
Receive files from IBM Software Support
Occasionally IBM Software Support needs to make files available for customer download. When the support center publishes a file for your case, the case is updated with download instructions.
For a ++APAR or ++USERMOD for z/OS, pre-allocate a data set with attributes of RECFM=FB and LRECL=80. Always transfer the file in binary mode.
Find more information at Receiving files from IBM Technical Support.
[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSYHRD","label":"IBM MQ"},"ARM Category":[{"code":"a8m0z000000cvtdAAA","label":"Product Documentation"}],"Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF012","label":"IBM i"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"},{"code":"PF035","label":"z\/OS"}],"Version":"All Version(s)","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSNQK6","label":"IBM Integration Bus"},"ARM Category":[{"code":"a8m0z000000brDCAAY","label":"IIB2"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSFKSJ","label":"WebSphere MQ"},"ARM Category":[{"code":"a8m0z000000cvtdAAA","label":"Product Documentation"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSDR5J","label":"IBM App Connect Enterprise"},"ARM Category":[{"code":"a8m0z000000brDHAAY","label":"ACEv11"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB45","label":"Automation"}}]
Product Synonym
WebSphere MQ
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Document Information
Modified date:
03 June 2022
UID
swg21392217