Gather background information

Our software specialists need all the relevant information about the problem to help you efficiently. Capturing MustGather information will save you time in the rediscovery process (Support level 1) and proceed more quickly to the problem determination stage (Support level 2).

About this task

To save time, know the answers to these questions:

Procedure

  1. What software versions were you running when the problem occurred.
  2. Do you have logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information.
  3. Can the problem be re-created? If so, what steps led to the failure?
  4. Have any changes been made to the system? For example, hardware, operating system, networking software, and so on.
  5. Are you using a workaround for this problem? If so, be prepared to explain it when you report the problem.