Troubleshooting help from IBM

If you are not able to resolve a WebSphere® Application Server problem by following the steps described in the Troubleshooting guide, by looking up error messages in the message reference, or looking for related documentation on the online help, contact IBM® Technical Support.

Purchase of WebSphere Application Server entitles you to one year of telephone support under the Passport Advantage® program. For details on the Passport Advantage® program, visit http://www.lotus.com/services/passport.nsf/WebDocs/Passport_Advantage_Home.

The number for Passport Advantage members to call for WebSphere Application Server support is 1-800-237-5511. Please have the following information available when you call:

IBM Support has documents that can save you time gathering information needed to resolve this problem. Before opening a PMR, see the IBM Support page.

IBM Support Assistant

IBM Support Assistant allows you to search multiple knowledge repositories and gives you access to the latest product information. You can choose to be guided through your problem symptoms or view a complete listing of advanced tooling for analyzing everything from logs to memory dumps. Using the IBM Support Assistant Workbench installed on a local workstation running the Windows® or Linux® Intel® operating system, you can connect to the IBM Support Assistant Agent installed on a remote system running on the AIX®, Linux, Windows, or Solaris operating system. You can use IBM Support Assistant to run automated, symptom-specific data collectors. This data can then be attached to an IBM Service Request so that you can get help from IBM Support.

The Collector Tool

[AIX Solaris HP-UX Linux Windows] WebSphere Application Server comes with a built-in utility that collects logs and configuration information into one file, the Collector Tool. IBM Support might ask you to run this tool and submit the output.

Tracing [AIX Solaris HP-UX Linux Windows] [z/OS]

WebSphere Application Server support engineers might ask you to enable tracing on a particular component of the product to diagnose a difficult problem.

For details on how to do this, see Enabling trace.

Consulting

For complex issues such as integration with legacy systems, education, and help in getting started quickly with the WebSphere product family, consider using IBM consulting services. To learn about these services, browse the Web site http://www.ibm.com/services/fullservice.html.




Related tasks
Using IBM Support Assistant
Related reference
[z/OS] IBM service call preparation
Diagnosing and fixing problems: Resources for learning
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