In a communication environment, where many clients may be connected to
several servers, you must obtain information from both the client and the
server sides.
To facilitate problem determination,
try to reduce your environment to only one client workstation and one server
to narrow down the range of possibilities that may cause the error.
Listed below are the types of information most likely to be needed by the
support organization. The list
is not exhaustive; it covers the most commonly requested information.
- The version of the CICS® Universal Client,
including details of any service releases applied.
- The utility or programming language that gives the problem, for example:
For languages, include the version.
- The network protocols being used.
- The end-to-end configuration, and product stacks at each step of the way,
for example, WebSphere® Application Server async
ECIRequest class over SSL to the Gateway
daemon on Solaris using TCP/IP to CICS Transaction Server 2.3.
- The operating system on which the problem occurs. If the Client application and CICS Universal Client are on different
operating systems, provide details of both. Details of the CICS server
are also useful.
- A minimum recreate scenario, if possible.
- Details of any log messages at the time the problem occurred.
- A short description of the problem in terms of CICS Universal Client calls,
including why you think it is a problem with the CICS Universal Client.
For example, a specific API call hangs and never returns, or an unexpected
return code on a specific API call.