If you cannot resolve problems that you find when you use WebSphere Business Integration Message Broker, or if you are directed to do so by
an error message generated by WebSphere Business Integration Message Broker,
you can request assistance from your IBM Support Center.
Before you
contact your Support Center, use the checklist below to gather important information.
Some items might not necessarily be relevant in every situation, but you should
provide as much information as possible to enable the IBM Support Center to
re-create your problem.
- For WebSphere Business Integration Message Broker:
-
- Version.
- Fix packs applied.
- Interim fixes applied.
- All current trace and error logs, including relevant Windows Event
log or UNIX platform syslog entries,
and any abend or dump files from the install_dir\errors directory
on Windows, or the /var/mqsi/errors directory
on UNIX. Obtain user trace log files
at debug level for all relevant message flows and preferably format them.
Also include any requested service trace files.
To send files from distributed
platforms, create a .zip file using any zip
utility.
To send a file from the HFS to IBM, use tar to
compress the file. For example tar -cx -f coredump.0002009E coredump.toibm.
To send MVS data sets to IBM, terse them using TRSMAIN, which
you can download from z/OS tools download.
- A list of the components installed. Include details of the number of machines
and their operating systems, the number of brokers and the machine on which
they are running, and the existence and details of any User Name Servers.
- The .zip file obtained by exporting your
workspace and appropriate message flowsand message sets.
This action is performed from the workbench.
- Details of the operation that you were performing, the results that occurred,
and the results you were expecting.
- A sample of the messages being used when the problem arose.
- If relevant, the report file from the C or COBOL importer. This is located
in the directory from which the file import was attempted.
- If you are using tagged delimited wire format on message
sets, the TDS log files.
- For WebSphere MQ:
-
- Version.
- Fix packs applied.
- Interim fixes applied.
- All current trace and error logs, including relevant Windows Event
log or UNIX platform syslog entries
and FFST output files. You can find these files, which have the extension .fdc,
in the errors subdirectory within the WebSphere MQ home
directory.
- Details of WebSphere MQ client software,
if appropriate.
- For each database that you are using:
-
- Product and release level (for example, DB2 7.1).
- Fix packs applied.
- Interim fixes applied.
- All current trace and error logs, including relevant Windows Event
log or UNIX platform syslog entries,
for example the db2dialog.log file on DB2.
Check database product documentation for where to find these files.
- Definitions of any database tables.
- Any ODBC traces.
- For Windows:
-
- Version.
- Service Pack level.
- The version of the system files msvcrt.dll, msvcp60.dll, msvcirt.dll,
and mfc42.dll. You can find these files in the WINNT\SYSTEM32 directory
(or Windows\SYSTEM32 directory on Windows XP).
Use the Windows Explorer file properties
to display the versions.
- Environment settings.
- For UNIX platforms:
-
- Version. You can find the version installed by using the uname
-a command.
- Service level and any patches applied.
- Environment settings.
- For z/OS:
-
- Version.
- List of PTFs applied.
- Environment settings.
- Joblogs from all address spaces.