Contacting your IBM Support Center

If you cannot resolve problems that you find when you use WebSphere Business Integration Event Broker, or if you are directed to do so by an error message generated by WebSphere Business Integration Event 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 Event Broker:
  • Version.
  • Fix packs applied.
  • Interim fixes applied.
  • All current trace and error logs, including relevant Windows Event log or UNIX operating system 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 operating systems, 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 computers and their operating systems, the number of brokers and the computers 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 flows. 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.
For WebSphere MQ:
  • Version.
  • Fix packs applied.
  • Interim fixes applied.
  • All current trace and error logs, including relevant Windows Event log or UNIX operating system 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 operating system 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 operating systems:
  • 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.
Related tasks
Diagnosing errors
Windows: Viewing the local error log
UNIX: Configuring the syslog daemon
Related reference
User trace
Service trace
mqsichangetrace command
mqsiformatlog command
mqsireadlog command
mqsireporttrace command