This document lists the documentation the Fault Analyzer support team will need to diagnose your problem. If you gather this documentation before calling support, it will expedite the troubleshooting process and save you time.
Resolving the problem
|Gathering general information|
|Gathering problem specific information|
|Submitting information to IBM Support|
|General hints and tips|
What is this document and how does it help me?
Troubleshooting information is information that is needed for any reported problem, and this information includes the following:
- The results of selecting HELP – ABOUT FAULT ANALYZER from the menu bar of any Fault Analyzer screen.
- Your operating system, OS/390 or z/OS, and it's version and release.
- The subsystem, if related to the problem, e.g. CICS, DB2, IMS, WAS, and the version, release, and modification numbers. If you do not know the subsystems used in your environment, please contact your system administrator.
- Any OEM (non-IBM) tools, such as debuggers, or other abend analysis products that are related to this problem.
- Was any software or hardware maintenance applied just before the problem began?
- A complete description of the problem, including the following:
- When did the problem first occur?
- Is the problem a one time or recurring situation?
- Can it be recreated at will?
- COMPLETE information about the problem, including all commands, screens, keystrokes, outputs, etc.
- A valid contact phone number and email address
Provide this information when directed by IBM. Click on the problem type or component that best describes your Fault Analyzer problem. This provides you with a list of documentation that the support team requires to diagnose your problem.
Gather the following documentation for installation problems before calling IBM support:
- The complete listing from your SMPE run for receive/apply/accept issues.
- A copy of your IDICNF00 member for issues with the options.
Gather the following documentation for issues with Fault Analyzer options before calling IBM support:
- IDITRACE trace output
Gather the following documentation for issues involving Real-time Analysis before calling IBM support:
- IDITRACE trace output (hotlink to manual)
- SYSMDUMP if the issue involves an abend in Fault Analyzer. For information on how to request a dump, refer to Informational APAR II10573.
Gather the following documentation for issues involving Interactive Reanalysis before calling IBM support:
- When performed on an existing fault, the fault entry from the history file.
- When performed by analyzing a dump, the SYSMDUMP. For information on how to request a dump, refer to http://www-03.ibm.com/systems/z/os/zos/features/lang_environment/assist/support/ii10573.html.
- Sidefiles or compile listings if used.
Gather the following documentation for problems with Fault Analyzer reports before calling IBM support:
- Copy of the report(s) in question along with screen captures or JCL showing how the report(s) were generated.
Gather the following documentation for History file problems before calling IBM support:
- Copy of your history file. If the issue is with a specific member, include only that member along with any members that have $$ as the first two characters of the member name.
Gather the following documentation for IDIS Subsystem problems before calling IBM support:
- Restart the IDIS subsystem and if the problem continues, provide an IDITRACE.
Gather the following documentation for problems with User exits before calling IBM support:
- A copy of the user exit(s)
- The compile/assemble used to create it
- The SMPE used to install it along with the resulting joblog listing
Gather the following documentation for problems with the IDIUTIL utility program before calling IBM support:
- The JCL used to run IDIUTIL
- The resulting joblog listing
Gather the following documentation for problems with IDILANGX or EQALANGX sidefiles before calling IBM support:
- The compile listing used as input to IDILANGX
- The JCL used to run IDILANGX
- The resulting joblog listing
Gather the following documentation for Performance problems before calling IBM support:
- Provide a testcase with instructions on how to recreate the problem. Include all necessary files, such as SIDEFILES/LISTINGS, SOURCE, traces, etc.
- The output from any performance monitoring tools such as Application Performance Analyzer for z/OS.
- SYSMDUMP. For information on how to request a dump, refer to Informational APAR II10573.
Gather the following documentation for any product documentation, Web information, or content issues before calling IBM support:
- A copy of or reference to the documentation in question, or a reference to where information should be if the issue is missing documentation.
Gather the following documentation for any of the listed messages below before calling IBM support:
- IDI0012S - The generated SVC dump
- IDI0069E - The joblog listing and if available, a SYSMDUMP
- IDI0047S, IDI0092S, IDI0105S, and IDI0144E - Set a SLIP trap for the message as follows:
SL SET, ID=xxxx,MSGID=IDI0nnnn,A-SVCD,END
where xxxx is some identifier for this slip trap and nnnn are the final four characters of the message you are receiving.
After a PMR is open, you can submit diagnostic this troubleshooting data to IBM using one of the following methods:
FTP diagnostic data to IBM
If FTP is not possible, email diagnostic data to firstname.lastname@example.org. You must add 'PMR xxxxx bbb ccc' (without the quotes) in the subject line of your email, where xxxxx is your pmr number, bbb is your branch office and ccc is your IBM country code (e.g. 12345 678 000 for the PMR 12345 from Branch 678 in the United States).
Always update your PMR to indicate that data has been sent. You can update your PMR, or open a new PMR, in one of two ways:
- Online: Go to the Submit and track problems page on the IBM Software Support site (www.ibm.com/software/support/probsub.html) or ServiceLink or IBMLink to open an Electronic Service Response (ESR). Enter your information into the appropriate problem submission tool.
- By phone: Call 1-800-IBMSERV (1-800-426-7378) in the United States or, from other countries, go to the contacts page of the IBM Software Support Handbook on the Web (techsupport.services.ibm.com/guides/contacts.html) and click the name of your geographic region.
These documents aid in problem determination and save time resolving Problem Management Records (PMRs). These documents are located on the product support sites and contain specific instructions about what documentation to gather for specific problems. You can find troubleshooting documents by searching for Troubleshooting on the eSupport Web page:
Collecting troubleshooting data early, even before opening the 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.
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