Submitting diagnostic information to IBM Technical Support for problem determination

Troubleshooting

Problem

This article describes how to submit diagnostic information to IBM®, so problem determination can begin for a Problem Management Report (PMR).

Cause

You have a problem and have opened a PMR to find a solution. Problem determination data, such as MustGather data, is needed to find a solution.

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)
FTP to the Enhanced Customer Data Repository (ECuRep)

For information about using each of these services, follow these links:

	Collecting and submitting files using ISA and ESR
	Attaching files to a PMR using ESR
	Uploading files directly to ECuRep using FTP

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.

Collecting and submitting files using ISA and ESR

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.

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Attaching files to a PMR using ESR

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.

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Uploading files directly to ECuRep using FTP

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:

`ftp ftp.ecurep.ibm.com`

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.

For example:

`cd /toibm/linux cd /toibm/unix cd /toibm/windows`

Enter the following command to enable binary mode for the FTP session:

`binary`

Use the following file naming convention to name your file and put it on the server.

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

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

Example 1:

12345.055.000.collector01_29_Aug_06.zip

Example 2:

12345.055.000.collector02_30_Aug_06.zip

Note: You should compress the file to be transferred using ZIP or TAR format.

Enter the following command to end your FTP session:

`quit`

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.

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Receiving files from IBM Technical Support

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:

`ftp ftp.emea.ibm.com`

Login as anonymous.
Enter your e-mail address as the password.
Change your directory to the /fromibm directory by entering the following command:

`cd fromibm`

Enter the following command to enable binary mode for the FTP session:

`binary`

Enter the following command to download the data from the server:

`get file.name`

Enter the following command to end your FTP session:

`quit`

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Tips

Submitting diagnostic information to IBM Technical Support for problem determination

Troubleshooting

Problem

Cause

Resolving The Problem

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