IBM Support

Collect troubleshooting data for a z/OS or CICS Explorer error or incorrect output

Technote (troubleshooting)


You are receiving incorrect output, an error in the log, or an error in a pop-up from the IBM Explorer for CICS or z/OS on Windows or Linux. The problem might be with one of the CICS tools plug-ins. You would like to know what documentation you must collect (MustGather) so that the CICS Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.


The CICS Explorer, IBM Explorer for z/OS, or any of the CICS Tools plug-ins is experiencing the following types of problems:

  • Incorrect output
  • Error in pop-up
  • Errors in the log
  • Unable to connect to CICS system

Resolving the problem

Collect this MustGather data before contacting IBM Support:

Collecting general information for all problems

If you have already contacted IBM Support, you can continue on to the component-specific MustGather information. Otherwise, go to Collect troubleshooting data for CICS products - Read first.

Collecting data for an Explorer error or incorrect output

Before calling IBM support, gather the following documentation if you are receiving incorrect output, an error in the log, or an error in a pop-up from the CICS Explorer, IBM Explorer for z/OS, or any of the CICS Tools plug-ins,

Required (MustGather) data:

  • Use the Explorer integrated capability to create a zip file containing service data:
    1. Select Explorer > Trace > Collect Service Data from the Explorer menu.

    2. Select where to save the zip file.

    This procedure is explained in detail in the CICS Explorer Help under "Preparing error data for IBM service".

  • If you think the Explorer is showing an incorrect output, images of the Explorer screen are useful. Do the following to create the screen shots as image files (bmp or jpg):

    On Windows:
    1. Use the print screen or alt-print screen keys to create an image on the system clipboard.

    2. Open a graphics application (for example, Microsoft Paint) and select Edit > Paste to copy the clipboard into the application.

    3. Select File > Save as to create the file as a bmp or jpg.

    On Linux, the procedure might be simpler depending on the desktop and packages you are using. The print screen or alt-print screen keys typically bring up an application window that directly asks you where to save a file. In other cases, you might need to use steps similar to those provided for Windows.

  • When getting an error, you should gather the following additional data which is dependent on the type of 'connection' you are using:
    • For a CICSPlex SM connection, the complete joblog (including CICS TDQ output) of the WUI Server and CMAS that the WUI Server connects.

      In the case of a bad response from the CICS management client interface (CMCI) or the CICSPlex SM application programming interface (API), for example FAILED or EXCEPTION response, the unformatted auxiliary trace datasets from the WUI Server and the CMAS that the WUI Server connects.

    • For a single server (SMSS) version in a stand-alone CICS region, the complete joblog (including TDQ output).

    • For the other types of connections, the needed documentation could vary. For example for CICS Performance Analyzer, a copy of the input file used on the request would be useful.

Troubleshooting hints and tips

Diagnostic tips:

  • Search the CICS support site for known problems using symptoms like the message number and error codes.
  • Search the CICS Explorer Help. This is where you will find CICS Explorer messages. They are not document in the CICS information center.
  • If you find a fix, see Ordering maintenance for the CICS and z/OS Explorer for the options that are available for ordering Explorer maintenance.
  • Gather the documentation and work with the CICS support team to resolve your problem.

Learn more about the Explorer

Exchanging data with IBM Support

  1. See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).
  2. Go to the Service Request page to open or update a problem. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask a non-defect installation and usage questions.

    Note: Always update your Service Request (problem record) to indicate that data has been sent.

If you need to speak to an IBM technical support representative call your country representative. If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.

Cross reference information
Segment Product Component Platform Version Edition
Host Transaction Processing CICS Interdependency Analyzer for z/OS IA Explorer z/OS 5.1, 3.2, 3.1, 2.2
Host Transaction Processing CICS Performance Analyzer for z/OS CICS Explorer Plug-in z/OS 5.1, 3.2, 3.1
Host Transaction Processing CICS Configuration Manager for z/OS CICS Explorer Plug-in z/OS 5.1, 2.1, 1.2
Host Transaction Processing CICS Deployment Assistant for z/OS Explorer Plug-in z/OS 5.1, 1.1
Host Transaction Processing IBM Session Manager CICS Explorer Plug-in z/OS 3.2, 3.1
Host Transaction Processing CICS Transaction Gateway
Host Transaction Processing CICS VSAM Transparency for z/OS z/OS 2.1
Host Transaction Processing IBM Explorer for z/OS

Product Alias/Synonym

CICS/TS CICS TS CICS Transaction Server

Document information

More support for: CICS Transaction Server

Software version: 3.1, 3.2, 4.1, 4.2, 5.1

Operating system(s): z/OS

Reference #: 1385861

Modified date: 10 August 2013