Exchanging information with IBM Technical Support for problem determination
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.
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:
- For help with ECuRep, see IBM Enhanced Customer Data Repository (ECuRep).
- Your files will be deleted seven (7) days after the PMR is closed.
- If you need to speak to an IBM technical support representative, call your country representative. In the US, call 1-800-IBM-SERV.
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.
- 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 email@example.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.
Server address: testcase.boulder.ibm.com
Server address: ftp.ap.ecurep.ibm.com
Server address: ftp.ecurep.ibm.com
- Enter ftp ftp.ecurep.ibm.com on a command prompt, terminal window, TSO prompt, or FTP client.
- Login as anonymous and enter your email ID as password.
- 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
- Enter bin to set the transfer mode to binary. Compressed files MUST be ftp'd in binary.
- 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
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.
Enter: put your_file (the target file name will be the same) or put your_file target_file (to provide a different name)
Enter: put 'your_file' target_file (the source data set name is enclosed in single quotes)
put 'DSNAME.TRS' 74125.478.000.dump.TRS
- 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
- Use the following link to upload files directly to a PMR via the web: https://www.ecurep.ibm.com/app/upload
- 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
- Browser limitations prevent files larger than 2GB from being uploaded.
- 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:
- Create an email message addressed to the following email address:
- Include your complete PMR number, separated by commas, in the Subject line:
optional_text xxxxx,bbb,ccc optional_text
xxxxx is the PMR number
bbb is the Branch
ccc is the IBM Country Code
text is any other text
12345,055,000 - requested traces
PMR # 12345,055,000
PMR # 12345,055,000 - logs
PMR 12345 055 000 here are the testcase files
- In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.
- Attach the files, outputs, information, and/or compressed file to the message.
- 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:
- Sign onto the SR tool.
- On the Welcome page, enter the PMR number in the Enter a report number field and click Go.
- Scroll down to the Attach Relevant File field.
- Click Browse to locate the log or trace file that you want to submit to IBM Support.
- 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:
- Enter ftp ftp.ecurep.ibm.com (22.214.171.124).
- Login as anonymous and enter your email ID as password.
- Enter cd fromibm to change the directory to the /fromibm directory.
- Change the directory to the folder for your operating system or PMR number as instructed by the support center.
- Enter bin to set the transfer mode to binary.
- 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.
- Enter quit after successful transmission.
|Business Integration||WebSphere Message Broker|
|Business Integration||WebSphere MQ Everyplace|
|Business Integration||WebSphere MQ File Transfer Edition|
More support for:
Software version: 3.0, 5.3, 5.3.1, 6.0, 7.0, 7.1, 7.5, 8.0
Operating system(s): AIX, HP-UX, IBM i, Linux, OpenVMS, Solaris, VSE, Windows, z/OS, z/VSE
Reference #: 1392217
Modified date: 2014-09-18