IBM Support

MustGather: Instructions for Sending Data to IBM i Support

Technote (troubleshooting)


Problem(Abstract)

This document provides instructions for sending data to IBM i Support using e-mail, the IBM Enhanced Customer Data Repository Service (ECuRep), or the Testcase FTP Site (testcase.boulder.ibm.com).

Resolving the problem

To diagnose or identify a problem, it is sometimes necessary to provide IBM i Support with data and information from your system. In addition, IBM i Support might also need to provide you with tools or utilities to be used in problem determination. For problem determination to begin on your Service Request, also known as a Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM i Support.

Much of the information in this document is derived from the IBM Software Support Exchanging Information with IBM Technical Support Web page; however, it has been adapted specifically for sending data to IBM i Support.

Note: Refer to the terms of use when Exchanging Diagnostic Data with IBM.



Prior to Sending Data to IBM i Support

o Sending data to IBM i Support electronically does not constitute opening a call record, so do not submit files until you have opened a Service Request or Problem Management Report (PMR) with IBM i Support.
Note: If you do not have an open PMR, you can create one now using Service Request (SR), or you can call the support center directly. Consult the IBM Directory of worldwide contacts for the telephone number to use for your country or region.
o You should verify that you are specifying the correct Service Request or Problem Management Report (PMR), and that the PMR has not been closed.
Note: IBM Support is automatically notified when data has been uploaded to ECuRep or Testcase. If an incorrect PMR number is specified then your IBM Support representative will not be notified of the data. If the incorrect PMR number exists, the wrong IBM Support representative will be notified of your files being uploaded. If the incorrect PMR number does not exist, the uploaded files will be rejected.
o If uploading several files or uploading a large amount of data, you should consider compressing the files using ZIP or TAR to create a single binary file containing all of the data that needs to be sent to IBM i Support.
Note: The IBM Software Support Exchanging Information with IBM Technical Support Web page states that z/OS and MVS customers should use the TRSMAIN program to compress their files and that the TRSMAIN utility can also downloaded from our FTP site.
o If an IBM i save file is being sent, then the file should have an extension of .savf (for an uncompressed save file) or an extension of .savf.zip (for a ZIP compressed save file). For more information, refer to Automation on Arrival (AoA) below.
o If sending additional data for existing Service Request or Problem Management Report (PMR), ensure that new files have a different name than previous files that have been sent, particularly if sending via FTP.
o Your files will be deleted from the server 7 days after the PMR (Problem Management Record) is closed.

Methods for Sending/Uploading Data to IBM i Support

You can submit/upload files to IBM i Support using one of following methods to help speed problem diagnosis:


Simplified Instructions for Sending data to IBM i Support

For basic instructions on sending data to IBM i Support using QMGTOOLS, IBMSDDU, HTTP or HTTPS, E-mail, IBM Service Request (SR), or FTP, FTPS, SFTP; refer to the following sections:

If your file size is.....

Greater than 2 gigabytes (GBs)
Note: The upload methods specified are ranked from fastest to slowest.
    • - Sending data to IBM i Support using the IBM SDDUU Java Utility


      The Java utility "IBM Secure Diagnostic Data Upload Utility" (IBM SDDUU) helps customers transfer support data to IBM faster, more securely, and more conveniently. Key features include the following:
      o Parallel upload using anonymous FTP (up to 8 parallel sessions are possible)
      o Data encryption using AES-128 key for each file part and RSA-2048 key for the key exchange
      o Online compression

      Please refer to the following links to download the utility and information on how to use it.
      IBM Secure Diagnostic Data Upload Utility (IBM SDDUU)

      Watch our Video "How to upload diagnostic data to IBM Support using IBM SDDUU" on YouTube:
      How to upload diagnostic data to IBM Support using IBM SDDUU data to IBM (6:29min.)

    • - Sending data to IBM i Support using FTP commands



      NOTE: For more information on this process, please refer to the following URL.
      http://www-05.ibm.com/de/support/ecurep/send_ftp.html

      1. Use the following file naming convention to name your files prior to uploading them to the server.
      Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted. The ECuRep Website contains the required information for the file naming syntax that must be used in order for the tool to update the PMR correctly.
      Give each file a unique name that uses the following file naming convention:
      xxxxx.bbb.ccc.yyy.zzz
      Where,
      xxxxx is the PMR number
      bbb is the Branch
      ccc is the Country code
      yyy is a unique file name
      zzz is the file type or file extension (TXT, SAVF, ZIP, TAR, TRS, CRY or CRY64)
      Examples:
      12345.055.000.QPJOBLOG012345.txt
      12345.055.000.pmr12345a.savf
      12345.055.000.pmr12345b.savf.zip
      12345.055.000.error_logs_and_screen_shots.doc
      12345.055.000.collector02_30_Aug_06.zip
      2. Store all of the files to be sent in a temporary directory, such as C:\Temp.
      3. Refer to the section titled "Deciding Whether to Upload to ECuRep or Testcase" below, or consult with your IBM i Support representative, to determine whether the data should be uploaded to ECuRep or Testcase.
      4. From a command prompt, TSO, terminal window or FTP client, FTP to either the ECuRep or Testcase site:
      ftp ftp.ecurep.ibm.com
      ftp testcase.boulder.ibm.com
      5. Log in as anonymous.

      NOTE: At some point in time, IBM will remove anonymous login. Refer to this URL for information to obtain an IBM ID and password.

      http://www-01.ibm.com/support/docview.wss?uid=nas8N1022576
      6. Enter your e-mail address as the password. Refer above regarding use of anonymous.
      7. When uploading files directly to ECuRep or Testcase using standard data upload methods like FTP or HTTP, you must change to the preferred directory for IBM i Support, namely the /toibm/os400 directory, prior to uploading the files. For example:
      cd /toibm/os400
      8. You must also change to the local directory where the files are stored. For example:
      lcd c:\temp
      9. Enter the following command to enable binary mode for the FTP session:
      binary
      10. Enter the following command to put the file on the server:
      put file_name
      Examples:
      put 12345.055.000.QPJOBLOG012345.txt
      put 12345.055.000.pmr12345a.savf
      put 12345.055.000.pmr12345b.savf.zip
      put 12345.055.000.error_logs_and_screen_shots.doc
      put 12345.055.000.collector02_30_Aug_06.zip
      11. Enter the following command to end your FTP session:
      quit
      12. The attachments will uploaded to either ECuRep or Testcase, and an update will be made to your PMR notifying IBM i Support that the files have been uploaded.
      Note: For help with sending the data to IBM i Support using FTP, HTTP or HTTPS through a Web browser, see Uploading files directly to ECuRep or Testcase using standard data upload methods like FTP, HTTP.

      Delivery Using OS/400 or IBM i command line

      Use the following instructions to transfer your data to our FTP server from the OS/400 or IBM i command line. Note: The instructions below do not include steps which may be necessary to pass through a firewall or proxy server:

      1. From the OS/400 or IBM i command line, type ftp RMTSYS(ftp.ecurep.ibm.com)
      2. At the USER prompt, type anonymous

      NOTE: At some point in time, IBM will remove anonymous login. Refer to this URL for information to obtain an IBM ID and password.

      http://www-01.ibm.com/support/docview.wss?uid=nas8N1022576

      3. At the password prompt, type your_email_address (for example, your_user_id@company.com)
      4. At the command prompt, type cd toibm/os400/
      5. At the command prompt, type bin
      6. At the command prompt, type put qt.trace.a 11111.222.724.qt.trace.savf
      7. At the command prompt, type quit



    Less than 2 gigabytes (GBs)
    Note: The upload methods specified are ranked from fastest to slowest.
      • - Sending data to IBM i Support using HTTP or HTTPS through a Web Browser



        Please refer to the following link for detailed information on how to upload data to IBM via HTTP/HTTPS.

        NOTE: Select OS/400 in the "Upload is for" field when uploading data for the IBM i platform.
        http://www-05.ibm.com/de/support/ecurep/send_http.html

      • - Sending data to IBM i Support using Service Request (SR)

        1. Sign on to Service Request (SR) using your IBM ID.
        2. On the Welcome page, enter the PMR number in the Enter a report number field and click Go.
        3. Scroll down to the Attach Relevant File field.
        4. Click Browse to start adding files to your PMR.
        5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.
        6. The attachments will uploaded to either ECuRep or Testcase, and an update will be made to your PMR notifying IBM i Support that the files have been uploaded.
        Note: For help with sending the data to IBM i Support using Service Request (SR), see Attaching files to a PMR using SR.



      Less than 20 megabytes (MBs)
        • - Sending data to IBM i Support using E-Mail



          NOTE: For more information on this process, please refer to the following URL.
          http://www-05.ibm.com/de/support/ecurep/send_email.html

          1. If the data you will be submitting is less than 20 MB, either before or after zipping the files, and you would like to e-mail the data to IBM i Support, you can send an e-mail to the ibmi_support@ecurep.ibm.com e-mail address.
          2. When e-mailing files directly to ECuRep, your PMR number, separated by commas, periods or spaces, must appear somewhere in the Subject Line.
          For Instance:
          optional_text xxxxx,bbb,ccc optional_text
          Where,
          xxxxx is the PMR number
          bbb is the Branch
          ccc is the Country code
          optional_text is any other text
          Examples:
          12345,055,000
          12345,055,000 - requested traces
          PMR # 12345,055,000
          PMR # 12345,055,000 - odstat.txt and logs
          PMR 12345 055 000 here are the testcase files
          3. The attachments will be uploaded to either ECuRep or Testcase, and an update will be made to your PMR notifying IBM i Support that the files have been uploaded.
          Note: For help with e-mailing the data to IBM i Support, see E-mailing files directly to ECuRep.



        Additional Information
          • - Automation on Arrival (AoA)



            ECuRep and Testcase utilize a feature called Automation on Arrival (AoA) to automatically process certain types of files when the client sends a file with one of the supported file extensions. For example:

            .savf IBM i Save File

            If an IBM i save file is sent to either the ECuRep or Testcase server and the file has an extension of .savf (for an uncompressed save file), AoA will automatically FTP the save file to an IBM i Support debug system. This allows your IBM i Support representative or IBM i developer to more quickly restore save files when needed for diagnostic or debug purposes.
            .savf.zip IBM i Save File (ZIP Compressed)

            If an IBM i save file is compressed in a ZIP format and then sent to either the ECuRep or Testcase server and the file has an extension of .savf.zip (for a ZIP compressed save file), AoA will automatically uncompress or "unzip" the file and then FTP the save file to an IBM i Support debug system. This allows your IBM i Support representative or IBM i developer to more quickly restore save files when needed for diagnostic or debug purposes.
            idr.JW1.savf
            idr.CS1.savf
            idr.DW1.savf
            idr.PA1.savf
            iDoctor Data (via IBM i Save File)

            If an IBM i save file is sent to either the ECuRep or Testcase server and the file has an extension of idr.JW1.savf, idr.CS1.savf, idr.DW1.savf or idr.PA1.savf (iDoctor Job Watcher, iDoctor Collection Services, iDoctor Disk Watcher, or iDoctor PEX Analyzer), AoA will automatically FTP the save file to an IBM i Support debug system and process the iDoctor data.
            Note: If additional iDoctor data needs to be sent via ECuRep, the number in the file name can be incremented, for example idr.JW1.savf, idr.JW2.savf, idr.JW3.savf, and so on.

            Note: Automation on Arrival (AoA) is expected to be added soon for other types of files including iDoc data and Main Store Dumps (MSDs).
          • - Deciding Whether to Upload to ECuRep or Testcase



            IBM's Client Diagnostic Data Repository (CDDR) strategy promotes Enhanced Customer Data Repository (ECuRep) as the consolidated back end data repository, while allowing clients to receive and send data via the fastest possible means based on geographic location. For example, for some locations it is faster for a client to send large data files to the Testcase FTP server while for other locations it is faster to send large data files to ECuRep directly.

            If you decide to send data to IBM i Support using the ibmi_support@ecurep.ibm.com e-mail address, then the data will be sent to ECuRep. If you decide to send data to IBM i Support using Service Request (SR), then the data will typically be sent to ECuRep; however, in some cases, it may be sent to Testcase instead.

            If you decide to send data to IBM using FTP, HTTP or HTTPS through a Web browser or using FTP commands, you must decide whether to upload the data to ECuRep or Testcase. The following chart shows the preferred server to use, based on geography:

            Preferred servers depending on geography
            Geography Server
            North America Testcase
            Europe ECuRep
            Asia Pacific Testcase or EcuRep

            If you are not geographically close to the ECuRep FTP server yet you would like to upload to ECuRep, then you can do so. However, if you experience delays, you could try using the Testcase FTP server and see if the upload is faster. Otherwise, you may want to contact your IBM i Support representative to confirm the preferred server.

            Note: Regardless of whether the data is uploaded to ECuRep or Testcase, data will automatically be loaded into ECuRep repositories. Also, an update will automatically be made to your PMR notifying IBM i Support that the files have been uploaded.

          Cross reference information
          Segment Product Component Platform Version Edition
          Operating System IBM i 6.1
          Operating System IBM i 7.1
          Operating System IBM i 7.3
          Operating System IBM i 7.2

          Historical Number

          331795903

          Document information

          More support for: IBM i
          Data Collection

          Software version: 5.4.0, 5.4.5, 6.1.0, 6.1.1, 7.1, 7.2, 7.3

          Operating system(s): IBM i

          Reference #: N1019224

          Modified date: 05 June 2013


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