MustGather: Host On-Demand Telnet 3270, 5250 and VT emulator client problems

Technote (FAQ)


Question

What information should you collect to troubleshoot emulator client problems with IBM Rational Host On-Demand?

Answer

Recreate the problem and gather the following files for IBM Support:

  • Java console
  • Transport Trace or IPMON trace
  • Screen Capture

To enable the Java console, follow these steps:
    1. Open the Java Control Panel by going to Start > Control Panel > Select Java
    2. Go to Advanced tab
    3. Expand Java Console and check Show Console
    4. After recreating the problem, save the entire Java console to send to IBM Support.

To enable the transport trace if the problem involves session connection problems, follow these steps:
    1. Open the Host On-Demand Deployment Wizard to create a new or edit an existing HTML file.
    2. Click through the panels until you reach the Additional Options window.
    3. Click the Advanced Options button.
    4. Click Problem Determination in the left tree view.
    5. Select Advanced.
    6. Enter the name of the log file in the 'Log file name' field. The Deployment Wizard provides the default file name hodtrace.txt, but you can change it if you wish. For Unix-based client platforms, include the absolute path to where you want to save the file. For Windows client platforms, if you do not specify an absolute path, the log file will be saved to the client desktop.
    7. Select 'Enable transport trace'.
    8. Click OK.
    9. Finish creating your HTML file and deploy to your Host On-Demand server.
    10. Recreate the problem. The transport trace will start automatically in the log file specified in step 6. Send this file to IBM Support.


To enable the IPMON trace if the problem where something is not displaying correctly, follow these steps:
    1. Open the Host On-Demand Deployment Wizard to create a new or edit an existing HTML file.
    2. Click through the windows until you reach the Additional Options window.
    3. Click the Advanced Options button.
    4. Click Problem Determination in the left tree view.
    5. Select Advanced.
    6. Enter the name of the log file in the 'Log file name' field. The Deployment Wizard provides the default file name hodtrace.txt, but you can change it if you wish. For Unix-based client platforms, include the absolute path to where you want to save the file. For Windows client platforms, if you do not specify an absolute path, the log file will be saved to the client desktop.
    7. Select 'Enable IPMonitor trace'. If you are using the HTML-based model, the 'Session name' field is prefilled with the name of the current sessions that you are configuring. If you are using the Configuration server-based or Combined models, you must manually enter the name of the session that you want to trace.
    8. Click OK.
    9. Finish creating your HTML file and deploy to your Host On-Demand server.
    10. Access the client from the HOD server.
    11. To start the trace, right click on the session, and select Start Session with IPMonitor.
    12. Recreate the problem.
    13. Trace will be in the log file specified in Step 6. Send this file to IBM Support.


    What to do Next?
    Once you have collected the MustGather documentation, submit the diagnostic information to IBM support. See the Submitting Diagnostic Information to IBM Technical Support for Problem Determination document for specific information.

    For a listing of all technotes, downloads, and educational materials specific to Host On-Demand, see the Host On-Demand support portal.

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Document information


More support for:

Rational Host On-Demand
Documentation

Software version:

11.0

Operating system(s):

AIX, Linux, Windows

Reference #:

1220233

Modified date:

2013-08-16

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