MustGather: Read first for WebSphere DataPower SOA Appliances

Technote (troubleshooting)


Problem(Abstract)

MustGather documents aid in problem determination and save time resolving Problem Management Records (PMRs). These documents contain a list of the documentation you should gather so WebSphere DataPower Support can diagnose your specific problem. These documents might also include diagnostic tips that will aid in diagnosing and solving problems.

Cause

Collecting MustGather data early, even before opening the PMR, helps WebSphere DataPower 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

IBM provides support for these IBM WebSphere DataPower SOA Appliance products:

  • WebSphere DataPower XML Accelerator XA35
  • WebSphere DataPower XML Security Gateway XS40
  • WebSphere DataPower Integration Appliance XI50 and XI52
  • WebSphere DataPower Integration Appliance XI52 Virtual Edition
  • WebSphere DataPower Integration Blade XI50B
  • WebSphere DataPower B2B Appliance XB60 and XB62
  • WebSphere DataPower Low Latency Appliance XM70 and XM70 with Fibre Channel
  • WebSphere DataPower Service Gateway XG45 and XG45 Virtual Edition


Required: Gathering information for IBM entitlement to open a PMR
Gathering general problem description information
Gathering component specific information
Opening a WebSphere DataPower Support PMR
Exchanging information with IBM support
General hints and tips

Note for customers using firmware version 3.8.2 or later:
  • Use the following MustGather documents based on the issue you're encountering.



Required: Gathering information for IBM entitlement to open a PMR


Gather the following information needed to entitle your PMR:
  • Serial number of the appliance
  • Firmware version
    • Use the WebGUI Navigation Bar Status > System > Version Information
  • IBM customer numbers
  • A valid contact e-mail address and phone number
  • Severity of this issue to your business

    NOTE: Set the severity of your problem based on the Severity Levels table found in WebSphere DataPower Warranty and Maintenance Support Services.



Gathering general problem description information


Gather the following general problem information:
  • A complete description of the problem, including the following:
    • List of steps to recreate problem
    • Capture images of the screen to help describe the steps
    • Error messages
    • Any changes to installed firmware version
  • Exported Error Report- see the following section about collecting MustGather data through the WebGUI or command line interface.



Gathering component specific information


Click on the problem or issue that best describes your situation. This will provide you with a listing of the documentation that the support team requires to diagnose your problem.
If you cannot determine a specific component, select the first, general MustGather link.

General MustGather documents
Collecting data: WebSphere DataPower SOA Appliances problem determination
CLI MustGather documents
Collecting data on the command line: WebSphere DataPower SOA Appliances problem determination

Restart/Resource related MustGather documents
MustGather: WebSphere DataPower SOA Appliance unexpected reload, reboot or an unresponsive device
MustGather: WebSphere DataPower firmware 3.8.1 and later First Failure Data Capture gathering
MustGather: Memory Growth for WebSphere DataPower SOA Appliance
MustGather: WebSphere DataPower SOA Appliance statistics gathering
File Transfer MustGather documents
MustGather: Collecting data when experiencing FTP issues on WebSphere DataPower SOA Appliances
ITCAM MustGather documents
MustGather: Documentation for ITCAM SOA and WebSphere DataPower problem determination
Logging MustGather documents
MustGather for WebSphere DataPower SOA Appliances NFS Log Target
Message MustGather documents
MustGather: WebSphere DataPower SOA Appliance presents a power supply message: "System power supply #_ has failed"
MustGather: WebSphere DataPower SOA Appliance presents a fan message
MQ MustGather documents
Collecting data: WebSphere MQ and WebSphere DataPower SOA Appliances problem determination
Network MustGather documents
MustGather: DNS issues using WebSphere DataPower SOA Appliances
MustGather for troubleshooting LDAP connectivity with DataPower
MustGather: Collecting data on IBM WebSphere DataPower SOA Appliance for networking and connectivity problems
MustGather: WebSphere DataPower SOA Appliance Intelligent Load Distribution Problems
MustGather: Recovery steps and collecting data when a WebSphere DataPower SOA Appliance does not respond to connection requests
MustGather: WebSphere DataPower SOA Appliance Self-Balancing Problems
MustGather: Standby Control not working correctly on IBM WebSphere DataPower SOA Appliance

ODBC MustGather documents
MustGather: Collecting data when experiencing ODBC issues on IBM WebSphere DataPower SOA Appliances 3.8.1 and above
MustGather: Collecting data when experiencing ODBC issues on IBM DataPower SOA Appliances
Security MustGather documents
MustGather: Collecting IBM WebSphere DataPower SOA Appliance diagnostic information for hash or digital signature-related issues
MustGather: Collecting IBM WebSphere DataPower SOA Appliance RBM diagnostic information
MustGather: Collecting IBM WebSphere DataPower SOA Appliance Security and AAA Information
MustGather: Collecting IBM WebSphere DataPower SOA Appliance Security and cert information
MustGather: Collecting data for troubleshooting TFIM integration issues with WebSphere DataPower
MustGather: Collecting IBM WebSphere DataPower SOA Appliance Diagnostic Information for TAM-related issues

SSL MustGather documents
MustGather: Debugging SSL handshake failures with WebSphere DataPower SOA Appliance

WebGUI Performance MustGather documents
MustGather for WebSphere DataPower SOA Appliance WebGUI Performance issues


WSProxy MustGather documents
MustGather: Collecting data when experiencing issues with a Web Service Proxy on IBM WebSphere DataPower SOA Appliances


XB60 MustGather documents
MustGather: WebSphere DataPower B2B Appliance XB60




Opening a WebSphere DataPower Support PMR


More information on opening Problem Management Records (PMRs) can be found in Contacting IBM WebSphere DataPower SOA Appliance Support.



Exchanging information with IBM support



You can update your PMR in one of the following ways:

General hints and tips


Search for known problems from the WebSphere DataPower SOA Appliances support site.

Download the latest firmware.

Download and view product documentation.

Receive weekly Support e-mail
Sign up for My Notification to receive a customized weekly e-mail from IBM support. Learn about announcements and important technical support information.

Rate this page:

(0 users)Average rating

Document information


More support for:

IBM DataPower Gateways
General

Software version:

4.0.2, 5.0.0, 6.0.0, 6.0.1

Operating system(s):

Firmware

Software edition:

Edition Independent

Reference #:

1269260

Modified date:

2014-06-11

Translate my page

Machine Translation

Content navigation