Troubleshooting help from IBM

If you are not able to resolve a WebSphere® Application Server problem by following the steps described in the troubleshooting topics, 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.

If you cannot resolve your problem by any of the preceding methods:
  1. Go to the WebSphere Application Server support page.
  2. Expand the Contact Support section.
    • Click "Exchanging information with IBM Tech Support", and follow the information collection instructions provided.
    • Click "Directory of worldwide contacts" to find the appropriate contact information for your geography.

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

Use the IBM Support Assistant to organize your problem solving investigations and get the latest troubleshooting tools to analyze everything from logs to memory dumps. The IBM Support Assistant provides access to many of the same troubleshooting tools that our IBM Technical Support teams use when solving problems.

IBM Support Assistant Data Collector

The IBM Support Assistant Data Collector is a utility for running automated, symptom-specific data collection scripts. These scripts gather logs, trace, configuration, system-specific information, and other symptom-specific data that is useful to diagnose various potential problems. You can attach the resultant collections to an IBM Service Request so that you can get help from IBM Support. The IBM Support Assistant Data Collector is included with WebSphere Application Server, and can be run from your $app_server_root/bin directory. IBM Support might ask you to run this tool and submit the output.

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

Tracing

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

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 website http://www.ibm.com/services/fullservice.html.

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Last updated: April 20, 2014 08:46 PM CDT
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