Exchanging information with IBM Technical Support for problem determination

Technote (troubleshooting)


Problem(Abstract)

This document describes how to submit diagnostic information to IBM, so problem determination can begin for a Service Request (SR) or Problem Management Report (PMR). This document also describes how to receive information from IBM.

Cause

You have a problem and have opened an SR or PMR to find a solution. Support needs problem determination data to find a solution. You might also need to get a diagnostic tool or temporary fix from Technical Support for your problem.

Resolving the problem

Send files to or receive files from the IBM Enhanced Customer Data Repository (ECuRep) using one of the following methods:


Notes:


Send files directly to ECuRep using FTP


Diagnostic information such as log files, traces, and dumps can be sent to Technical Support by using the ECuRep Service site.

Important Notes:

  • To FTP files to this server, you must have an open problem record with the support center. The complete record number must be part of the file name.
  • Refer to the secure options at FTPS instructions, SFTP instructions, or z/OS Problem Documentation Upload Utility (PDUU).
  • If the dataset is encrypted, include the decryption key in a PMR update or an email sent to websphere_support@ecurep.ibm.com. The PMR number, branch, and country code must be included in the subject line when the key is provided by email.
  • You can create a file on the ftp site (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name.
  • You cannot receive information from the directories where you put files (get or mget command). The information you submit is only available to the IBM technical support representatives.

Prepare data in a compressed or packed format.

  • Distributed platforms: Data collectors for your product, for example runmqras or mqsidc, will do this for you. See technote 1671892 for platform-specific examples of compressing data.
  • z/OS: Use the AMATERSE service aid (alias TRSMAIN) to terse all files. For additional security via encryption or to split large files, use the z/OS Problem Documentation Upload Utility (PDUU) utility (previously known as MTFTP). See Prepare Data for z/OS for more information.

    Besides compressing the data, this step will provide a consistent RECFM=FB LRECL=1024 binary format that will ensure successful transmission of the data sets.

    In the rare case of a core dump in Unix Systems Services (USS) for WebSphere Message Broker or IBM Integration Bus, see the instructions to use the oget command to make the dump usable.
  • zVSE: see VSE specific FTP server instructions for binary dumps and VSE specific FTP server instructions for text format.

Submit files to the ftp server:

While you may send data to any of our addresses, your speed of transfer will be quickest if you use choose the geographic location nearest your physical location.

    Americas:
      Server address: testcase.boulder.ibm.com
    Asia Pacific:
      Server address: ftp.ap.ecurep.ibm.com
    Europe:
      Server address: ftp.ecurep.ibm.com

  1. Enter ftp ftp.ecurep.ibm.com on a command prompt, terminal window, TSO prompt, or FTP client.
  2. Login as anonymous and enter your email ID as password.
  3. Change to the directory for your platform:
    • IBM i: cd toibm/os400
    • Unix: cd toibm/unix or toibm/aix or cd toibm/linux
    • Windows: cd toibm/windows
    • z/OS: cd toibm/mvs
    • z/VSE: cd toibm/vse
    • Other: toibm/other

    Available directories can be viewed using the dir command. Special processing is done for some of the directories
  4. Enter bin to set the transfer mode to binary. Compressed files MUST be ftp'd in binary.
  5. Use one of the following commands to put your_file on the ftp server. Important: substitute your_file with a name that uses the file naming convention listed below. Your PMR will be updated to list where the files are stored.

    The file naming convention is xxxxx.bbb.ccc.yyy.zzz
    where
    xxxxx = PMR Number
    bbb = Branch
    ccc = IBM Country Code
    yyy = Description of the file type
    zzz = File type or file extension


    The correct naming syntax must be used to associate the file with the PMR correctly.

    Distributed platforms:
    Enter: put your_file (the target file name will be the same) or put your_file target_file (to provide a different name)
    For example:
    put 12345.67R.724-mqdata.tar

    z/OS:
    Enter: put 'your_file' target_file (the source data set name is enclosed in single quotes)
    For example:
    put 'DSNAME.TRS' 74125.478.000.dump.TRS


  6. Enter the quit command.

The link FTP example (z/OS command prompt) has sample JCL for z/OS.

Send files using the secure upload HTTPS Form


  1. Use the following link to upload files directly to a PMR via the web: https://www.ecurep.ibm.com/app/upload
  2. Complete the information on the first page, which determines where your files are going
    • Enter the PMR number for which you are uploading files
    • Select the Product or OS which classifies the nature of the PMR
    • Provide an email address for verification
  3. On the next page, select the files which you wish to upload (max 5).

Notes:

  • Browser limitations prevent files larger than 2GB from being uploaded.
  • If JavaScript is enabled you will see progress information.
  • Please do not close the browser window until a new page is displayed stating that the upload was successful.

E-mail files directly to ECuRep


For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) is less than 20 MB, you can e-mail it to IBM Technical Support by performing the following steps:

  1. Create an email message addressed to the following email address:
    websphere_support@ecurep.ibm.com
  2. Include your complete PMR number, separated by commas, in the Subject line:
    optional_text xxxxx,bbb,ccc optional_text
    Where,
      xxxxx   is the PMR number
      bbb     is the Branch
      ccc     is the
     IBM Country Code
      text    is any other text

    Examples:

    12345,055,000
    12345,055,000 - requested traces
    PMR # 12345,055,000
    PMR # 12345,055,000 - logs
    PMR 12345 055 000 here are the testcase files


  3. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.
  4. Attach the files, outputs, information, and/or compressed file to the message.
  5. You will receive an automated reply once your email is processed. If your email cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.

Note: Depending on your internet connection and email server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Attach files to a PMR using SR


The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand. For more information, see Using the SR tool for managing PMRs.

Customers that are registered and on an authorized caller list:

  1. Sign onto the SR tool.
  2. On the Welcome page, enter the PMR number in the Enter a report number field and click Go.
  3. Scroll down to the Attach Relevant File field.
  4. Click Browse to locate the log or trace file that you want to submit to IBM Support.
  5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.

Receive files from IBM Technical Support


Occasionally IBM Technical Support needs to make files available for customer download. You may be provided with a convenient download URL.

Note: For a ++APAR or ++USERMOD for z/OS, pre-allocate a data set with attributes of RECFM=FB and LRECL=80. Always transfer the file in binary mode.

In the event that you need to pull a file from the IBM FTP site using a command prompt, terminal window, TSO prompt, or FTP client, use the following instructions and the exact directory and filename name provided by your IBM support representative:

     
  1. Enter ftp ftp.ecurep.ibm.com (9.155.11.57).
  2. Login as anonymous and enter your email ID as password.
  3. Enter cd fromibm to change the directory to the /fromibm directory.
  4. Change the directory to the folder for your operating system or PMR number as instructed by the support center.
  5. Enter bin to set the transfer mode to binary.
  6. Enter get fix_name to get the file_name provided by support.


    For z/OS: get fix_name 'target_name' where 'target_name'is the name of the data set you pre-allocated with RECFM=FB,LRECL=80. Include the target name in quotes.

  7. Enter quit after successful transmission.


Cross reference information
Segment Product Component Platform Version Edition
Business Integration WebSphere Message Broker
Business Integration WebSphere MQ Everyplace
Business Integration WebSphere MQ File Transfer Edition

Product Alias/Synonym

WMQ MQ

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Document information


More support for:

WebSphere MQ
Documentation

Software version:

3.0, 5.3, 5.3.1, 6.0, 7.0, 7.1, 7.5, 8.0

Operating system(s):

AIX, HP Itanium, HP NonStop, HP-UX, IBM i, Linux, OpenVMS, Solaris, VSE, Windows, iSeries, z/OS, z/VSE

Reference #:

1392217

Modified date:

2014-09-18

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