Troubleshooting
If a problem occurs with CICS Explorer®, you might be able to resolve it yourself by consulting existing troubleshooting documentation. If you cannot resolve it yourself, you need to collect necessary troubleshooting data (MustGather) before contacting IBM® Support.
Consulting existing troubleshooting documentation to resolve the problem
- See Frequently asked questions (FAQs) for common problems and their solutions.
- Force the data trace to be written to the error log. See Capturing trace data.
- View the error log to identify the cause of the error. See Viewing the error log.
- Refer to CICS Explorer (CNX) Messages and z/OS Explorer (IZE) Messages in IBM Explorer for z/OS documentation for further explanation and suggested response, or search IBM Support Portal on known problems using symptoms such as the message number and error codes.
Collecting MustGather to work with IBM Support
- Prepare general information, which includes:
- A complete description of the problem that includes the following questions:
When did the problem first occur?
Is the problem a one time failure or recurring?
Was software or hardware maintenance applied?
Did the failure occur while doing a specific task?
Is the failure occurring in more than one address space?
- CICS Explorer product version, release, and maintenance level.
- Operating system version, release, and maintenance level.
- Related products version, and release levels.
- Your valid contact phone number and email address.
- A complete description of the problem that includes the following questions:
- Force the data trace to be written to the error log. See Capturing trace data.
- Export the error log to be sent to IBM Support. See Preparing error data for IBM Support.
- If you think CICS Explorer is showing an incorrect output, create screen captures of the product interface as image files (for example, .bmp or .jpg). These images might provide useful information for IBM Support.
- Send the MustGather data you have collected to IBM
Support.
For example, you can go to the IBM Support Portal to open a case for a problem. Remember to update the Service Request (problem record) to indicate that data has been sent. If you have a "Preferred Care option for IBM Z®" that includes Support access for Q&A, you can also ask a non-defect installation and usage questions.