Skip to main content

Support & downloads  >  

Exchanging diagnostic information with IBM Technical Support for problem determination
 Technote (troubleshooting)
 
Problem(Abstract)
This document describes how to submit diagnostic information to IBM, so problem determination can begin for a Problem Management Report (PMR). This document also describes how to receive information from IBM.
 
Cause
You have a problem and have opened a PMR to find a solution. Support needs problem determination data, such as MustGather data, to find a solution. You might also need to get a trap or a temporary fix from support for your problem.
 
Resolving the problem
Exchanging information with IBM Technical Support
Sending information to Support
Receiving information from Support
E-mailing files directly to ECuRep
VSE specific FTP server instructions for binary dumps
VSE specific FTP server instructions for text format


Notes
  • The CICS support group no longer uses testcase.software.ibm.com to receive files. See the following instructions for using IBM Enhanced Customer Data Repository (ECuRep) to FTP files.

  • Data is removed from the FTP server after seven (7) days.

If you need to speak to an IBM technical support representative, call your country representative.

If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.


For additional details see:
http://www.ibm.com/de/support/ecurep/index.html
http://www.ibm.com/de/support/ecurep/other_ftp.html



Sending information to Support
Diagnostic information such as log files, traces, and dumps can be sent to Technical Support by using the ECuRep Service site.

Important Notes:
  • Data delivered electronically to IBM must be in compressed format. For z/OS V1.9 (or z/OS V1.7 and V1.8 with the PTF for OA19194 applied), use the AMATERSE service aid to terse the files. For earlier systems, the TRSMAIN utility may be used. The TRSMAIN program and instructions can be obtained from the IBM web site: http://techsupport.services.ibm.com/390/trsmain.html

  • Do not FTP your files to this server unless you have already opened a problem record with the support center. The support representative working on your problem will request your data.

  • You can create 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.

  • You cannot receive information from the directories where you put files (get or mget command). The information you submit is only available to the IBM technical support representatives.

  • If encryption of your dataset is necessary, please refer to: http://www.ibm.com/de/support/ecurep/mvs_encryption.html.

  • If the dataset is encrypted, the decryption key should be included in a PMR update or an email sent to cics_support@ecurep.ibm.com. The PMR number, branch, and country code should be included in the subject line when provided by email.



How to submit files to ftp server:
  1. Enter ftp ftp.emea.ibm.com (192.109.81.7) on a TSO or Windows command line.

  2. Login as anonymous and enter your email ID as password.

  3. Enter cd toibm to change the directory.

  4. Enter cd mvs or cd vse to change the directory to the correct platform.

  5. Enter: bin to set the transfer mode to binary. Tersed files (.trs), and tersed and encrypted (.trs.cry or .trs.cry64) files *MUST* be ftp'd in binary.

  6. Enter: put 'your_file' to put your_file on the server. Use the following file naming convention to name your_file. Your PMR will be updated to list where files are stored, using the format: xxxxx.bbb.ccc.yyy.yyy.[TRS][.CRY / .CRY64 ]

    where:
    xxxxx = PMR Number
    bbb = Branch
    ccc = Country codes
    yyy.yyy = Description of the file type.
    TRS = Mandatory identifier for a tersed file
    CRY = Optional additional Identifier for non-DES Encrypted file (FTPENCR module)
    CRY64 = Optional additional Identifier for 64-bit DES Encrypted file (FTPENCRD module)
    Example for customers in the United States:
    put 'DSNAME.TRS' 74125.478.000.dump.TRS
    Example for customers in Germany:
    put 'DSNAME.TRS' 34143.055.724.dump.TRS

    These file naming conventions are documented at this url:
    http://www.ibm.com/de/support/ecurep/mvs_naming.html

    Note the correct syntax must be used in order for the tool to update the PMR correctly.

  7. Enter quit command.




Receiving information from 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.emea.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

    
To retrieve the fix or a trap using the command line in TSO or Windows:    
  1. Enter ftp ftp.emea.ibm.com (192.109.81.7).

  2. Login as anonymous and enter your email ID as password.

  3. Enter cd fromibm to change the directory.

  4. Enter cd mvs or cd vse to change the directory to the correct platform.

  5. If instructed, change directory to the folder for your PMR number.

  6. Enter bin to set the transfer mode to binary for files containing usermods. Use the default ASCII type transfer mode for text files like the source code for a trap.

  7. Enter get fix_name to get the file_name provided by support,
    or get fix_name 'target_name' if using TSO. 'target_name' is data set you have allocated with RECFM=FB,LRECL=80. Include the name in quotes.

  8. Enter quit after successful transmission.



E-mailing files directly to ECuRep

For select IBM products, including CICS, you can attach your diagnostic data to a note and e-mail it to the ECuRep Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) 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 addressed to the following e-mail address:
    cics_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, and/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.

Note: 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.



VSE specific FTP server instructions for binary dumps
  1. Load dumps from stand alone dump tape/disk into dump library:
    System and stand-alone dumps are stored in binary format in the VSE system dump library or on a stand-alone dump tape or disk. The binary format is the preferred format by IBM for problem analysis. To send a stand-alone dump, first move the dump files into the VSE system dump library using the Interactive User Interface (IUI) dialogue "Storage Dump Management ". If your system does not have IUI then use the JCL job example in the Appendix A (tape) respectively in Appendix B (disk). These appendix files are attached below.

  2. Download the dumps from your VSE system to your PC as binary data:
    Use the RECEIVE function to download the dumps as binary data to a PC. During download, rename the files according to the IBM “file naming convention“. The “file naming convention” allows the IBM internal support tools to link the uploaded data with the assigned PMR (for example, material for PMR 34143,055,724 must be named 34143.055.724.yyyyyyyy.zzz).

    In this example, 724 is the country code for Germany, for your country code check your PMR number or see http://www.ibm.com/de/support/ecurep/country.html.

    The following example command shows how to rename and download the file sad00003.dump from sublibrary SYSDUMP.BG to your PC as 34143.055.724.sad00003.bin to the current PC directory:
    1. Logon session "A" to VSE and enter native CICS or fastpath 386 (for administrator) = "PC File Transfer".
    2. At a PC command window enter:
      receive 34143.055.724.sad00003.bin a:sad00003 dump (file=lib l=sysdump s=bg binary)
      Note: It is not recommended to ZIP these binary files.
  3. Use the FTP command to put your files onto the IBM designated server:
    Note:     The following instructions do not include steps which might be necessary to pass through a firewall or proxy server.

    1. Enter ftp ftp.emea.ibm.com (192.109.81.7) on a TSO or Windows® command line. If this server is not available, you can use this back-up server: ftp testcase.boulder.ibm.com

    2. At the User: prompt, login as anonymous and enter your email ID at the Password: prompt (for example userid@company.com).

    3. Enter cd toibm/vse/ to change the directory.

    4. Enter: bin to set the transfer mode to binary for binary files such as non-formatted dumps and trace. Use the default ASCII type transfer mode for text files such as formatted dumps and trace.

    5. Enter: put 'your_file' to put your_file on the server. Use the following naming convention to name your_file. Your PMR will be updated to list where files are stored, using the format: xxxxx.bbb.ccc.yyy.yyy.[TRS][.CRY / .CRY64 ]

      where:
      xxxxx = PMR Number
      bbb = Branch
      ccc = Country codes
      yyy.yyy = Description of the file type.
      TRS = Mandatory identifier for a tersed file
      CRY = Optional additional Identifier for non-DES Encrypted file (FTPENCR module)
      CRY64 = Optional additional Identifier for 64-bit DES Encrypted file (FTPENCRD module)
      Example:
      put 'DSNAME.TRS' 34143.055.724.dump.TRS

      These file naming conventions are documented at this URL:
      http://www.ibm.com/de/support/ecurep/mvs_naming.html

      Note the correct syntax must be used in order for the tool to update the PMR correctly.

    6. Repeat the upload for each file.

    7. Enter quit command.

    8. The PMR matching the file names will be updated automatically with the names of the transferred files. Additionally you can inform VSE software support that data has been sent.



VSE specific FTP server instructions for text format
Printed dumps and traces are in text format and reside in the VSE/POWER LST queue with variable record length. When sending such a LST output to IBM service using FTP, the record structure must be preserved. This is achieved by transferring the data with the CRLF option (Carriage Return Line Feed) to a PC or Workstation and compressing it there (using zip).
  1. Download the printed data from your VSE system to your PC
    Use the RECEIVE function to download the listing(s) as text data to a PC. During download, rename the file(s) according to the IBM “file naming convention“. The “file naming convention” allows IBM to link the uploaded data with the assigned PMR (for example, material for PMR 34143,055,724 must be named 34143.055.724.yyyyyyyy.zip). In this example, 724 is the country code for Germany, for your country code check your PMR number or see http://www.ibm.com/de/support/ecurep/country.html.

    The following example command shows how to download and rename the VSE/POWER LST queue entry PRINTOUT with job number 00123 to your PC as 34143.055.724.printout.txt to the current PC directory:
    1. Logon session "A" to VSE and enter native CICS or fastpath 386 (for administrator) = "PC File Transfer".
    2. At a PC command window enter
      receive 34143.055.724.printout.txt a:printout 00123 (file=lst ascii crlf
    3. ZIP the text files and change the file type to “zip”.

  2. Use the FTP command to put your files onto the IBM designated server:
    Note:     The following instructions do not include steps which may be necessary to pass through a firewall or proxy server.
    1. Enter ftp ftp.emea.ibm.com (192.109.81.7) on a TSO or Windows command line. If this server is not available, you can use this back-up server: ftp testcase.boulder.ibm.com

    2. At the User: prompt, login as anonymous and enter your email ID at the Password: prompt (for example userid@company.com).

    3. Enter cd toibm/vse/ to change the directory.

    4. Enter: bin to set the transfer mode to binary for binary files such as non-formatted dumps and trace. Use the default ASCII type transfer mode for text files such as formatted dumps and trace.

    5. Enter: put 'your_file' to put your_file on the server. Use the following file naming convention to name your_file. Your PMR will be updated to list where files are stored, using the format: xxxxx.bbb.ccc.yyy.yyy.[TRS][.CRY / .CRY64 ]

      where:
      xxxxx = PMR Number
      bbb = Branch
      ccc = Country codes
      yyy.yyy = Description of the file type.
      TRS = Mandatory identifier for a tersed file
      CRY = Optional additional Identifier for non-DES Encrypted file (FTPENCR module)
      CRY64 = Optional additional Identifier for 64-bit DES Encrypted file (FTPENCRD module)
      Example:
      put 'DSNAME.TRS' 34143.055.724.dump.TRS

      These file naming conventions are documented at this url:
      http://www.ibm.com/de/support/ecurep/mvs_naming.html

      Note the correct syntax must be used in order for the tool to update the PMR correctly.

    6. Repeat the upload for each file.

    7. Enter quit command.

    8. The PMR matching the file names will be updated automatically with the names of the transferred files. Additionally you can inform VSE software support that data has been sent.

 
Appendix.txt
 
Cross Reference information
Segment Product Component Platform Version Edition
Application ServersWebSphere Application Server for z/OSGeneralz/OS6.0.2, 6.0.1, 5.0
 
Product Alias/Synonym
CICS/TS CICS TS CICS Transaction Server
 
 
 

Copyright and trademark information
IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml.
Rate this page
Please take a moment to complete this form to help us better serve you.
This material provides me with the information I need.




This material is clear and easy to understand.




Did the information help you to achieve your goal?
What updates, improvements, or related information would you like to see in this document?
Your response will be used to improve our document content. Requests for assistance, if applicable, should be submitted through your normal support channel as we cannot respond from this site.
Input the verification number to submit feedback:
Document information
 Product categories:
 Software
 Host Transaction Processing
 Transaction Servers
 CICS Transaction Server
 Documentation
 Operating system(s):
  z/OS, z/VSE
 Software version:
  1.1.1, 2.3, 3.1, 3.2
 Reference #:
  1204910
 IBM Group:
 Software Group
 Modified date:
 2009-08-05

Translate My Page
 
 

Rate this page

Help us improve this page. Your response will be used to improve our document content. Requests for assistance, if applicable, should be submitted through your normal support channel as we cannot respond from this site.