Exchanging information with IBM Technical Support for problem determination

Technote (troubleshooting)


Problem(Abstract)

For problem determination to begin on your Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM WebSphere Application Server Technical Support.

Resolving the problem

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

  • IBM Support Assistant (ISA)
  • Service Request (SR)
  • E-mail
  • FTP to the Enhanced Customer Data Repository (ECuRep)
  • Java Utilities to ECuRep, IBM Secure Diagnostic Data Upload Utility (IBM SDDUU)
For information about using each of these services, follow these links:
Collecting and submitting files using ISA and SR
Attaching files to a PMR using SR
E-mail files directly to ECuRep
Uploading files directly to ECuRep using FTP
Secure upload using HTTPS Form
Java Utilities Faster (parallel upload) IBM SDDUU (See Java utility Help)



You can also receive files from IBM Technical Support with ECuRep.

Notes:
  • Do not submit files until you have opened a problem record (PMR) using SR or directly calling the support center.

  • You should compress the files to be transferred using the ZIP or TAR format.

  • For help with ECuRep, see IBM Enhanced Customer Data Repository (ECuRep).

  • If you are a z/OS client, and would like to compress your datasets, you can download and use the TRSMAIN utility.



Collecting and submitting files using ISA and SR<

The IBM Support Assistant provides an interface to the Service Request (SR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant will also simplify opening the PMR.

To save even more time, the Support Assistant features a data collector that automates the collection of data for common problems you might encounter. Once you collect your data, you can then quickly submit the data with only a few clicks.





Attaching files to a PMR using SR


The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand. For more information, see Using the SR tool for managing PMRs.

Customers that are registered and on an authorized caller list:
  1. Sign onto the SR tool.

  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 locate the log or trace file that you want to submit to IBM Support.

  5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.





E-mail files directly to ECuRep

For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, and so on) is less than 30 MB, you can e-mail it to IBM Technical Support by performing the following steps:
  1. Create an e-mail message using the following address:
    websphere_support@ecurep.ibm.com
  2. Your PMR number, separated by commas, must appear somewhere in the Subject line:
    optional_text xxxxx,bbb,ccc optional_text

    Where,
    xxxxx is the PMR number
    bbb is the Branch
    ccc is the Country code
    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


    Note: If you do not already have a PMR number, put the product name in the Subject string.

  3. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.

  4. Attach the files, outputs, information, or compressed file to the message.

  5. You will receive an automated reply once your e-mail is processed. If your e-mail cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.

Notes: Depending on your internet connection and e-mail server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Learn more about the ECuRep Mail gateway.


Uploading files directly to ECuRep using FTP

The ECuRep FTP site is the replacement for the old testcase FTP site. To submit files using FTP, you will need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier; also known as the PMR number. See PMR naming convention in step 6.

How to submit files to the FTP server:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:
    ftp ftp.ecurep.ibm.com

  2. Login as anonymous.

  3. Enter your e-mail address as the password.

  4. You must change to one of the directories listed. Available directories can be viewed using the dir command.
    cd toibm/websphere

  5. Enter the following command to enable binary mode for the FTP session:
    binary
  6. Use the following file naming convention to name your file.

    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.

    Enter your PMR record information and file type:
    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

    Example 1:
    12345.055.000.collector01_29_Aug_06.zip

    Example 2:
    12345.055.000.collector02_30_Aug_06.zip
    Note: You should compress the file to be transferred using ZIP or TAR format.

  7. Enter the following command to put the file on the server:
    put file_name

    Example:
    put 12345.055.000.collector01_29_Aug_06.zip

  8. Enter the following command to end your FTP session:
    quit

Notes:
  • If you have firewall restrictions, you might need to enter the external IP address for the ECuRep FTP server, which is 192.109.81.7, to access the server.

  • IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support.

  • You can send a file (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name. Include your PMR number as part of the file name.


Secure upload using HTTPS
  1. Use the following link to upload files directly to a PMR via the web
    https://www.ecurep.ibm.com/app/upload

  2. The first page determines where your files are going
    -Enter the PMR number for which you are uploading files
    -Select the Product or OS which classifies the nature of the PMR
    -Provide an email address for verification

  3. On the next page, select the files which you wish to upload (max 5).

Notes:
  • Browser limitations prevent files larger than 2GB from being uploaded.
  • If javascript is enabled you will see progress information.
  • Please do not close the browser window until a new page is displayed stating that the upload was successful.


Learn more about uploading options:







Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to make files available for customer download. In the event that you need to pull a file from the IBM FTP site, use the following instructions and the exact directory and filename name provided by your IBM support representative:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:
    ftp ftp.ecurep.ibm.com
  2. Login as anonymous

  3. Enter your e-mail address as the password.

  4. Change your directory to the /fromibm directory by entering the following command:
    cd fromibm

  5. Enter the following command to enable binary mode for the FTP session:
    binary

  6. Enter the following command to download the data from the server:
    get
    file_name

  7. Enter the following command to end your FTP session:
    quit



Related information

Steps to Get Support
MustGather: Readme First (Distributed)
Mustgather: Readme First (z/OS)
WebSphere Application Server distributed support
WebSphere Application Server z/OS support

Cross reference information
Segment Product Component Platform Version Edition
Application Servers IBM HTTP Server Not Applicable
Application Servers WebSphere Edge Server Not Applicable
Business Integration WebSphere Business Integration Server Foundation General
Application Servers WebSphere Extended Deployment General
Application Servers WebSphere Application Server - Express General
Application Servers WebSphere Real Time General
Application Servers Runtimes for Java Technology Java SDK
Application Servers WebSphere Application Server for z/OS z/OS 6.1, 6.0

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Document information


More support for:

WebSphere Application Server
General

Software version:

5.1, 6.0, 6.1, 7.0, 8.0, 8.5, 8.5.5

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Software edition:

Base, Express, Network Deployment

Reference #:

1153852

Modified date:

2012-12-12

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