IBM Support

MustGather: Read first for IBM DataPower Gateways

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 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 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

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.

















Opening a 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 Gateway support site.

Download the latest firmware.

Download and view product documentation.

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Document information

More support for: IBM DataPower Gateways
General

Software version: 7.1, 7.2, 7.5, 7.5.1, 7.5.2, 7.6

Operating system(s): Firmware

Software edition: Edition Independent

Reference #: 1269260

Modified date: 19 September 2017


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