These steps help you identify the source of a problem and obtain a solution.

About this task

Figure 1 summarizes the procedure to follow to diagnose a problem. The steps that follow the figure provide more information about this procedure.

Figure 1. Overview of the diagnosis procedure

Perform the following steps to diagnosis a problem:

1. Check sources for diagnostic information.

   Various messages appearing in the console log or in the SYSPRINT or SYSERROR data sets, together with alerts and diagnostic aids, provide information that helps you to find the source of a problem. You should also check syslogd output, and syslog daemon messages, and be prepared to provide this information to the IBM® Software Support Center. If the problem is with TCP/IP, go to Step 3; otherwise, go to Step 2.

2. Check appropriate books.

   See the diagnosis guide of the hardware device or software application that has the problem.

3. Gather information.

   See Selecting tools and service aids, for a detailed explanation of diagnostic procedures and how to collect information relevant to the problem.

4. Try to solve the problem.

   If you cannot solve the problem, go to Step 6.

5. The diagnosis task is completed.

   The problem has been solved.

6. Report the problem to the IBM Software Support Center.

   After you have gathered the information that describes the problem, report it to the IBM Software Support Center. If you are an IBMLink user, you can perform your own RETAIN® searches to help identify problems. Otherwise, a representative uses your information to build keywords to search the RETAIN database for a solution to the problem.

   Alternatively, go to http://www.ibm.com/software/network/commserver/support.

   The object of this keyword search using RETAIN is to find a solution by matching the problem with a previously reported problem. When IBM develops a solution for a new problem, it is entered into RETAIN with a description of the problem.

7. Work with IBM Support Center representatives.

   If a keyword search matches a previously reported problem, its solution might also correct this problem. If so, go to Step 10. If a solution to the problem is not found in the RETAIN database, the IBM Software Support Center representatives continue to work with you to solve the problem. Go to Step 8.

8. Create an APAR.

   If the IBM Software Support Center does not find a solution, they create an authorized program analysis report (APAR) in the RETAIN database.

9. A solution is developed by the IBM Software Support Center.

   Using information supplied in the APAR, IBM Software Support Center representatives determine the cause of the problem and develop a solution for it.

10. Apply the solution.

    Apply the corrective procedure supplied by the IBM Software Support Center to correct the problem.