This page contains a useful set of links to support documentation if you encounter a problem with an IBM SDK for Java.
Many problems in IBM Runtimes for Java can be pre-emptively determined using the IBM Monitoring and Diagnostic Tools for Java - Health Center. The Health Center can be used to monitor for problems in a running application.
The user documentation also provides information that can help you with problem determination, including guidance on performance problems, out of memory errors, and crashes. Error messages issued by the JVM in response to problems are detailed in the JVM messages guide, together with any user action that can be taken.
For a detailed list of user guides and reference information, see our documentation.
Determine if a problem is already resolved
Issues reported to IBM support that have been resolved are documented as either an Authorized Program Analysis Report (APAR) or a Technote.
You can search to see if a problem you are experiencing has been resolved previously using the following steps:
If you have the IBM Support Assistant (ISA) Workbench installed:
If you do not have ISA installed:
If you can't see your problem after searching open a service request..
Find information about software updates for known defect
IBM product defects and fixes are documented using APARs, which are identified using an ID with the following format: AANNNNN; for example IZ52407. You can find information about an APAR and how to obtain a software update for that APAR using the following steps:
Find information about software updates for preventative maintenance
A list of defect fixes is available in each software update. You can search those lists to determine whether you should install an update using the following steps:
Obtain an IBM support contract
Raise a Java problem with IBM support
To submit a problem to IBM, you must first:
If you have ISA installed:
Alternatively, once you are registered and have a customer number, use one of the contact methods listed at IBM Customer Support.
You can find general contact and support information for each country is available from the Directory of IBM worldwide contacts.
What to submit when raising a Java problem to IBM support
When submitting a problem related to the IBM Java Runtime, it is useful to provide the following information:
- Environment and problem description information
- "MustGather" dump, log and trace files generated for the problem
Submit data for a problem raised with IBM support
Data can be exchanged with IBM support using the information on the Software support - Exchanging Data page.
Discuss an issue without a support contract
If you do not have a support contract, you can discuss issues with IBM, however there is no guarantee that the issue will be fixed. The following mechanisms are available to informally report issues to IBM:
- JDK download page
- IBM Support Assistant
- IBM Software Support Resources
- Software Support - My Notifications
- Glossary of Support terms
- The Support Authority: Navigating the knowledge base to find the troubleshooting information you need: A Websphere centric guide to navigating the support information available when troubleshooting problems.
- Description of an APAR You must have an IBM Registration ID to view APARs. You can register here.
- Getting Hands On with the IBM Monitoring and Diagnostic Tools for Java