IBM Support

Collect troubleshooting data for the z/OS or CICS Explorer when the UI is not available or not usable

Technote (troubleshooting)


You are unable to start the IBM Explorer for CICS or z/OS on Windows or Linux, or it appears to be hung or is not responding. 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:

  • High CPU
  • Loop
  • Hang
  • Wait
  • Non responsive
  • Failure to initialize

Resolving the problem

For the most up-to-date documentation, refer to Collecting CICS troubleshooting data (MustGather) for IBM Support in the CICS TS documentation. You will find the General information you should gather for every type of problem followed by the Component-specific information which includes Troubleshooting data for the z/OS or CICS Explorer when the user interface is not available or not usable.

The following is the original MustGather information:

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 the Explorer when the UI is not available or not usable

Before calling IBM support, gather the following documentation if startup of the CICS Explorer, IBM Explorer for z.OS, or any of the CICS Tools plug-ins fails, it appears to be hanging, or is not responding:

Required (MustGather) data:

  • If the UI actually came up, 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.

  • If the Explorer user interface is usable, 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 the Explorer user interface is not usable, collect the logs and other Explorer working files (such as settings) from one of the following directories. Use an archiving utility (a program that creates a zip, rar, tar, or tar.gz file) to collect directory content.
    • If you are using the default on Windows:
      C:\Documents and Settings\<username>\.cicsexplorer

    • If you are using the default on Linux:

    • If you are using an alternate workspace, as described in the help Starting multiple instances of CICS Explorer, use that location.

    Archiving utilities that you can use to collect the directory content:
    • Windows compressed folders. When you move a file or a folder to a compressed folder, that file is automatically compressed. A file that is moved from a compressed folder is automatically uncompressed.

    • Linux tar command which is available on most UNIX machines.

    • Third party tools like WinZip or WinRAR.

Optional (MustGather) data:
  • If the UI is up but hanging and unresponsive, a Java Thread Dump might be useful.

    On Linux:
    1. Find out the process id of the CICS Explorer, using any system tool. For example, from a shell (command line) enter:
      $ ps -ef | grep cicsexplorer

    2. From a shell, invoke kill -QUIT <process_id> and a file named javacore.YYYYMMDD.<other>.txt will be created in the the Explorer directory.

    On Windows:
    1. The Explorer must have been started with the "-consolelog" parameter which in addition to the graphical UI window also opens a shell (command line) window only for output.

    2. If a dump was not taken, enter the key combination CTRL-BREAK from that command line window to request a dump.

    3. From the consolelog window, you will see a message like the following that includes the location and name of the dump that you should send to IBM:
      JVMDUMP010I Java dump written to C:\...\CICS Explorer\javacore.20090610.092732.6908.0001.txt.

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 Configuration Manager for z/OS CICS Explorer Plug-in
Host Transaction Processing CICS Deployment Assistant for z/OS Explorer Plug-in
Host Transaction Processing CICS Interdependency Analyzer for z/OS IA Explorer
Host Transaction Processing CICS Performance Analyzer for z/OS CICS Explorer Plug-in
Host Transaction Processing CICS VSAM Transparency for z/OS CICS Explorer plug-in
Host Transaction Processing IBM Session Manager CICS Explorer Plug-in
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: 4.1, 4.2, 5.1, 5.2, 5.3, 5.4

Operating system(s): z/OS

Reference #: 1385862

Modified date: 13 June 2017

Translate this page: