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
Procedure
Perform the following steps to diagnosis a problem:
- 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.
- Check appropriate books.
See the diagnosis guide of the hardware device or software application
that has the problem.
- Gather information.
See Selecting tools and service aids, for a detailed explanation of diagnostic
procedures and how to collect information relevant to the problem.
- Try to solve the problem.
If you cannot solve the problem, go to Step 6.
- The diagnosis task is completed.
The problem
has been solved.
- 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.
- 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.
- 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.
- 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.
- Apply the solution.
Apply
the corrective procedure supplied by the IBM Software Support Center to correct the problem.
Results
Go to Step 4 to
verify that the problem is corrected. You know that you are done when
the problem is corrected.