Exchanging information with IBM

To diagnose or identify a problem, you might need to provide IBM Support with data and information from your system. In other cases, IBM Support might provide you with tools or utilities to use for problem determination.

Sending information to IBM Support

To reduce the time that is required to resolve your problem, you can send trace and diagnostic information to IBM Support.

Procedure

To submit diagnostic information to IBM Support:

  1. Open a problem management record (PMR). You can use the Service Request Tool to create a PMR: http://www.ibm.com/support/servicerequest
  2. Collect the diagnostic data that you need. Diagnostic data helps reduce the time that it takes to resolve your PMR. Manually collect and compress the required diagnostic information by following the directions that you receive from IBM Support.
    Note: See Retrieve log and system files for directions on collecting logs and system information for IBM Cloud Manager with OpenStack.
  3. Transfer the files to IBM.
    Use the information on the IBM Enhanced Customer Data Repository (ECuRep) website: http://www.ibm.com/software/support/exchangeinfo.html. While ECuRep is the primary method for uploading data, you can also use one of the following methods to transfer the files to IBM. All of these data exchange methods are described on the ECuRep website as well.

Receiving information from IBM Support

ECuRep is the primary method for exchanging data. However, on occasion, an IBM technical-support representative might ask you to download diagnostic tools or other files. You can use FTP to download these files.

Before you begin

Ensure that your IBM technical-support representative provided you with the preferred server to use for downloading the files and the exact directory and file names to access.

Procedure

To download files from IBM Support:

  1. Use FTP to connect to the site that your IBM technical-support representative provided and log in as anonymous. Use your email address as the password.
  2. Change to the appropriate directory:
    1. Change to the /fromibm directory.
      cd fromibm
    2. Change to the directory that your IBM technical-support representative provided.
      cd nameofdirectory
  3. Enable binary mode for your session.
    binary
  4. Use the get command to download the file that your IBM technical-support representative specified.
    get filename.extension
  5. End your FTP session.
    quit