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Problem(Abstract) |
For problem determination to begin on your Problem
Management Report (PMR), follow one of the convenient methods below to
submit diagnostic information to IBM® WebSphere® Application Server
Technical Support. |
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Resolving the
problem |
To diagnose or identify a problem, it is sometimes
necessary to provide Technical Support with data and information from your
system. In addition, Technical Support might also need to provide you with
tools or utilities to be used in problem determination. You can submit
files using one of following methods to help speed problem diagnosis:
- IBM Support Assistant (ISA)
- Electronic Service Request (ESR)
- E-mail
- FTP to the Enhanced Customer Data Repository (ECuRep)
For information about using each of these
services, follow these links:
You can also receive files from IBM
Technical Support with ECuRep.
Notes:
- Do not submit files until you have opened a problem record
(PMR) using ESR or directly calling the support center.
- You should compress the files to be transferred using the
ZIP or TAR format.
- For help with ECuRep, see IBM EMEA
Centralized Customer Data Store Service.
- If you are a z/OS® client, and would like to compress your
datasets, you can download and use the TRSMAIN
utility.
- Your files will be deleted seven (7) days after the PMR is
closed.
The IBM Support
Assistant provides an interface to the Electronic Service Request
(ESR) tool so that you can easily send data to ECuRep and update your PMR
when the data arrives. The Support Assistant will also simplify opening
the PMR.
To save even more time, the Support Assistant features a data collector
that automates the collection of data for common problems you might
encounter. Once you collect your data, you can then quickly submit the
data with only a few clicks.
The Electronic Service Request (ESR) tool allows you to submit and manage
Problem Management Records on demand. For more information, see Using
the ESR tool for managing PMRs.
Customers that are registered and on an authorized caller list:
- Sign onto the ESR tool.
- On the Welcome page, enter the PMR number in the Enter a report
number field and click Go.
- Scroll down to the Attach Relevant File field.
- Click Browse to locate the log or trace file that you want to
submit to IBM Support.
- Click Submit to transfer your file to IBM Technical Support
through FTP (ECuRep) and associated with this PMR.
For select IBM products you can attach your diagnostic data to a note and
e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail
Gateway. If the data you send (outputs, traces, compressed file, and so
on) is less than 30 MB, you can e-mail it to IBM Technical Support by
performing the following steps:
- Create an e-mail message using the following address:
websphere_support@mainz.ibm.com |
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- Your PMR number, separated by commas, must appear somewhere in the
Subject line:
optional_text xxxxx,bbb,ccc
optional_text |
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Where,
xxxxx |
is the PMR number |
bbb |
is the Branch |
ccc |
is the Country
code |
text |
is any other text |
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Examples: |
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12345,055,000
12345,055,000 - requested traces
PMR # 12345,055,000
PMR # 12345,055,000 - odstat.txt and logs
PMR 12345 055 000 here are the testcase files |
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Note: If you do not already have a PMR number, put
the product name in the Subject string. |
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- In the body of the message, put a brief description of the problem
symptoms and describe the files you have sent in.
- Attach the files, outputs, information, or compressed file to the
message.
- You will receive an automated reply once your e-mail is processed. If
your e-mail cannot be associated to an existing PMR, it will be tagged as
lost and eventually deleted.
Notes: Depending on your internet connection and e-mail server,
allowable attachment file might be significantly less than the 30 MB
limit. When in doubt, you can simply use the FTP steps to ensure timely
delivery of your files.
Learn
more about the ECuRep Mail gateway.
The ECuRep FTP site is the replacement for the old testcase FTP site. To
submit files using FTP, you will need your Branch and Country code
associated with the PMR record. Your Branch and Country code is part of
the PMR record identifier; also known as the PMR number. See PMR naming
convention in step 6.
How to submit files to the FTP server:
- From a command prompt, terminal window, or FTP client, FTP to the
following site:
- Login as
anonymous .
- Enter your e-mail address as the password.
- You must change to one of the directories listed. Available
directories can be viewed using the dir command.
You can upload files directly via the web or you can ftp and then follow
those instructions. https://www.ecurep.ibm.com/app/upload
- Enter the following command to enable binary mode for the FTP session:
- Use the following file naming convention to
name your file.
Caution: The file must use this format to be associated with the
PMR; this is the complete PMR record number. Using any other file name
will cause the file to be deleted.
Enter your PMR record information and file type:
xxxxx.bbb.ccc.yyy.zzz |
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Where, |
xxxxx |
is the PMR number |
bbb |
is the Branch |
ccc |
is the Country
code |
yyy |
is a unique file name |
zzz |
is the file type or file extension |
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Example 1: |
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12345.055.000.collector01_29_Aug_06.zip |
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Example 2: |
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12345.055.000.collector02_30_Aug_06.zip |
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Note: You should compress the file to be
transferred using ZIP or TAR format. |
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- Enter the following command to put the file on the server:
put
file_name |
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Example: |
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put
12345.055.000.collector01_29_Aug_06.zip |
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- Enter the following command to end your FTP session:
Notes:
- If you have firewall restrictions, you might need to enter
the external IP address for the ECuRep FTP server, which is 192.109.81.7,
to access the server.
- IBM technical support representatives can provide
information back to you through FTP in a different directory. For more
details, see Receiving files from IBM
Technical Support.
- You can send a file (for example, using the put or
mput command), but you cannot update it. So, you will need to
create a new file with a unique name. Include your PMR number as part of
the file name.
Learn more about uploading options:
Occasionally IBM Technical Support needs to make files available for
customer download. In the event that you need to pull a file from the IBM
FTP site, use the following instructions and the exact directory and
filename name provided by your IBM support representative:
- From a command prompt, terminal window, or FTP client, FTP to the
following site:
- Login as
anonymous .
- Enter your e-mail address as the password.
- Change your directory to the /fromibm directory by entering
the following command:
- Enter the following command to enable binary mode for the FTP session:
- Enter the following command to download the data from the
server:
- Enter the following command to end your FTP session:
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