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Collect troubleshooting data (MustGather) for CICS products - Read first

Technote (troubleshooting)


MustGather information aids in problem determination and saves time resolving service requests (SR) or problem management records (PMRs). This information contains a list of the documentation you should gather so CICS Support can diagnose your specific problem. It also includes diagnostic tips that will aid in diagnosing and solving problems.


Collecting MustGather data early, even before opening a Service Request (SR) or PMR, helps IBM Support quickly determine if:

  • Symptoms match known problems (rediscovery).
  • There is a non-defect problem that can be identified and resolved.
  • There is a defect that identifies a workaround to reduce severity.
  • Locating root cause can speed development of a code fix.

Resolving the problem

As documented in topic Collecting CICS troubleshooting data (CICS MustGather) for IBM Support gather the following general information for every problem record:

  1. A complete description of the problem, including the following:
    • When did the problem first occur?
    • Is the problem a one time failure or reoccurring?
    • Was software or hardware maintenance applied?
    • Did the failure occur while doing a specific task?
    • Is the failure occurring in more than one address space?
  2. CICS product version, release, and maintenance level
  3. Operating system version, release, and maintenance level
  4. Related products version, and release levels
  5. A valid contact phone number and email address

Then gather component specific information after selecting a product:

CICS Transaction Server for z/OS components
Click on the problem type or component that best describes your CICS problem. This will provide you with a listing of the documentation that the support team requires to diagnose your problem. It might also include diagnostic hints and tips that will aid in diagnosing and solving problems.

Related information

SSL failures on Liberty Application Server for z/OS
SSL failures on WebSphere Application Server for z/OS
SSL failures on IBM HTTP Server for z/OS

Product Alias/Synonym

CICS/TS CICS TS CICS Transaction Server

Document information

More support for: CICS Transaction Server

Software version: 4.1, 4.2, 5.1, 5.2, 5.3, 5.4

Operating system(s): z/OS

Reference #: 1208053

Modified date: 08 March 2018

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